Magic LibraryWhat 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:- Runs whenever the customer replies to an eligible thread
- Reads the three most recent messages in the thread to judge the current mood
- Scores sentiment in real time and updates the score on the thread
Every thread starts at a neutral 50. While a thread is new, Magic Sentiment sets an overall score from the messages so far. As the conversation continues, each new customer reply nudges the running score up or down in small, bounded steps—so one tense message won’t swing the whole thread, and the score reflects the trend of the conversation.
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)
- 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.1
Open Assistive AI
Go to the Thread admin panel, then open Assistive AI.
2
Turn Sentiment on
Find the Sentiment card and switch its toggle to ON.
3
Open Manage access
On the Sentiment card, click Manage access to open Sentiment run conditions.
4
Set client, board, and source access
Choose which threads Sentiment applies to:
- All clients (Recommended) — score every eligible thread. This score isn’t shown to customers, so applying it to all clients is safe.
- Specific clients — include or exclude selected clients.
5
Magic Sentiment is now active
Sentiment scoring now runs automatically whenever a customer replies to an eligible thread.
Magic Sentiment is available where enabled for your workspace. If you don’t see the Sentiment card in Assistive AI, contact Thread support.
Next Up — Configure Automatic Escalations and Recap Templates for Sentiment Analysis
Now that Sentiment is live, it’s time to make it actionable. Set up automatic escalations and recap templates to instantly flag moments of poor or excellent sentiment—so your team can step in early to resolve issues, or recognize wins while they’re still happening. These workflows helps you:- Escalate at the right moment when a customer message feels tense or urgent
- Celebrate positive interactions and reinforce great service
- Summarize sentiment trends with recaps your team can act on
See Assistive AI updates in the changelog.
Skills that use this
Act on sentiment — recover at-risk threads and report the trend.De-escalation Reply
Draft a calm, effective reply to a frustrated contact.
Sentiment Decline Watch
Flag accounts whose sentiment is trending down.
Sentiment Closure Report
Report sentiment at closure across the desk.
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