It’s live! Access exclusive 2026 AI live chat benchmarks & see how your team stacks up.

Unlock the insights
Comm100 Support > AI & Automation > AI Insights
How to Use Sentiment Analysis for Ticketing & Messaging

Comm100 Sentiment Analysis uses AI to analyze incoming customer messages in Ticketing & Messaging and identify their sentiment as Very Negative, Negative, Neutral, Positive, or Very Positive.

When Sentiment Analysis is enabled, the detected sentiment is displayed with the corresponding customer message in the Agent Console. The most recent successfully analyzed customer sentiment is also displayed as the ticket's Latest Sentiment, helping agents quickly understand the customer's latest sentiment.

Sentiment Analysis must first be enabled for Ticketing & Messaging at the account level. Once enabled, Sentiment Analysis is enabled for all Channel Accounts by default, and you can disable it for individual Channel Accounts as needed.

Note: Agents must have the Manage AI Insights permission to enable or disable Sentiment Analysis for Ticketing & Messaging. The Manage Channels permission is required to change the Sentiment Analysis setting for individual Channel Accounts. To learn how to manage agent permissions, see this article.


Enabling Sentiment Analysis for Ticketing & Messaging

To enable Sentiment Analysis for Ticketing & Messaging, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to AI & Automation > AI Insights > Sentiment Analysis. 
    Sentiment Analysis.png
  3. On the Sentiment Analysis page, turn on Enable Sentiment Analysis for Ticketing & Messaging.
    Enable Sentiment Analysis for T&M.png
  4. Click Save.

Sentiment Analysis is now enabled for Ticketing & Messaging. By default, it is enabled for all Channel Accounts. You can disable it for individual Channel Accounts as needed. 


Managing Sentiment Analysis for Individual Channel Accounts

You can control Sentiment Analysis separately for each Channel Account. The following example uses the Email channel. The same setting is available for other supported Ticketing & Messaging channels.

To enable or disable Sentiment Analysis for a Channel Account, follow these steps:

  1. Go to Ticketing & Messaging > Channels.
    Channels.png
  2. Select the channel you want to manage, such as Email.
  3. Go to the AI Configuration tab.
  4. In the Sentiment Analysis column, turn the switch on or off for the corresponding Channel Account.
    Channel AI Configuration.png

The change is saved for the selected Channel Account without affecting the Sentiment Analysis settings of other Channel Accounts.

You can also click the Edit icon under Operations for a Channel Account. On the AI Configuration page, in the Sentiment Analysis for Email section, turn Enable Sentiment Analysis for this Channel Account on or off, and save your changes.
Channel AI Configuration Page.png

Note: The Channel Account Sentiment Analysis setting is available only when Enable Sentiment Analysis for Ticketing & Messaging is turned on. If the account-level setting is disabled, the individual Channel Account settings are hidden, but their previously saved values are retained.


Viewing Sentiment Analysis Results

When a new eligible customer message is received through a Channel Account with Sentiment Analysis enabled, Comm100 analyzes the message and displays the detected sentiment with the corresponding message in the Agent Console.

The ticket's Latest Sentiment is based on the most recent successfully analyzed customer message. It does not represent the overall sentiment or sentiment trend of the entire ticket.
Ticketing & Messaging Sentiment.png

Note:
  • Sentiment Analysis applies only to new eligible incoming customer text messages received after the feature was released and while Sentiment Analysis is enabled for both Ticketing & Messaging and the corresponding Channel Account. Messages received before the feature was released are not analyzed.
  • Disabling Sentiment Analysis does not remove previously detected sentiment results.
  • Sentiment Analysis applies only to eligible incoming text messages from contacts or visitors. Agent messages, internal notes, internal tickets, system events, and messages containing only attachments, images, audio, video, files, or reactions are not analyzed for sentiment.
  • If a message cannot be successfully analyzed, no sentiment value is displayed; it is not treated as Neutral.