Configure Magic Sentiment
What is Magic Sentiment?
Magic Sentiment gives your team real-time insight into customer satisfaction—so you can step in early, resolve issues faster, recognize great experiences, and continuously improve service quality.
No need to chase down CSAT scores or manually review conversations.
How It Works
Magic Sentiment runs quietly in the background, analyzing conversations as they happen:
- 🧠 Watches every thread for customer replies
- 🔍 Analyzes the last 3 messages from the end-user
- 📈 Scores sentiment in real-time and updates it on the thread
The Scoring System
- Every thread starts with a neutral score of 50
- Each message can raise or lower that score based on sentiment
- The score ranges from 0 (very negative) to 100 (very positive)
This dynamic score gives your team a live view of how customers are feeling—so you can:
- 🚩 Spot at-risk conversations quickly
- 🧭 Prioritize issues that need extra attention
- 🎉 Celebrate standout service moments
- 📊 Track sentiment trends across your support team
How to Configure Magic Sentiment
You can enable and customize Magic Sentiment in just a few clicks.
- Go to the Thread admin panel
- Navigate to Magic AI → Sentiment.
- Choose where to apply sentiment:
- All customers (Recommended) – Applies sentiment analysis to every thread
- Specific clients – Apply sentiment only to selected customers💡 This setting is not customer-facing, so we recommend enabling it for all clients.
- Select the type of support channels:
- Use for chat and email (Recommended)
- Use only for chat
- Use only for email
- Enable Sentiment:
In the top-right corner, click the toggle to ON - Magic Sentiment is now active! Sentiment scoring will begin automatically on all new customer replies and threads.
Use-Cases & Automations
Magic Sentiment pairs perfectly with Flows and other Magic AI features to help your team respond smarter and faster:
1. Escalate poor sentiment
Trigger a Flow that sends an alert to a Slack or Teams channel using the Thread companion app when sentiment drops below a threshold—perfect for surfacing urgent issues quickly.
2. Auto-generate sentiment recaps
Kick off a “Sentiment Analysis” recap rule when negative sentiment is detected. Use it to:
- Summarize the customer’s tone over time
- Prompt AI-driven coaching tips for technicians
- Identify recurring issues early
3. Triage threads by sentiment
Use Magic Sentiment to prioritize support queues—helping your team focus on high-frustration threads first.
4. Understand customer health
Track sentiment over time to monitor customer happiness at the thread, contact, and company level.
Current Features
- ✅ Sentiment tracking per thread (based on customer replies)
- ✅ Sentiment filter available as a condition in Flows
Coming Soon
- 🔄 Sentiment filters in Views – Filter and sort inbox views by sentiment
- 🧠 Sentiment insights per contact and company – Understand how individuals and organizations feel over time
