AI Analysis
Generate automated summaries and sentiment readings for conversations.
Last updated
Generate automated summaries and sentiment readings for conversations.
Available in beta. Generates automated summaries and sentiment readings for chats, tickets, and people conversations.
Go to Settings → Teamspace → AI Analysis. Enable per conversation type — Chats, Tickets, People — using the toggles at the top.
Enable auto analysis
Automatically runs analysis after a conversation reaches Resolved or Closed status.
Analysis threshold
Minimum number of person messages required before auto analysis runs (e.g. at least 4 messages).
Channel selection
Restrict auto analysis to specific channels, or apply to all channels.
The page shows how many chats have been analysed automatically this month against your plan's limit.
Enable manual analysis
Lets agents trigger analysis on demand from a conversation's details panel via the Analyze button.
The page shows how many chats have been analysed manually this month against your plan's limit.
Sentiment & emotion analysis
Toggle sentiment analysis and emotion analysis independently.
Chat summarisation
Toggle automatic summary generation.
Summary prompt
Customise the instruction used to generate summaries.
Select Save to confirm edits.
Last updated