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Former Member

Sentiment on Email Owl

Hi,

How can we have a sentiment field on Email OWL, so that we can filter the Activity Email via sentiment associated to it ?

Regards,

Pradeep

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3 Answers

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    Former Member
    Jan 03 at 08:28 AM

    Thank you Amit and Suraj..

    Can you help in understanding, How this Activity Email is associated with Sentiment type in Things Inspector.

    If there is an association of an Activity with Social Media I can understand how it is associated but, I can't see corresponding association still this sentiment type field display in Email TI.

    can you help in determine right path for this field ?

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  • Jan 02 at 08:18 AM

    Hi Pradeep,

    When the system retrieves the messages posted by your customers via any of your social media channels, then sentiment icon will be visible.

    It only apply on Service work center -> Social Media messages with channel type ex. Facebook, Instagram, Twitter etc.

    As per my knowledge sentiment field will not be available on Email OWL.

    Regards,
    Amit Kumar

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  • Jan 02 at 04:52 PM

    If my memory is right sentiment analysis is done on incoming emails as well. However the result may not be relevant as business email usually contain branding and other greetings that may affect the context of the message.

    I have not checked this out myself in the recent past though.

    Best.. Suraj

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