| Plan | × Professional × Advanced × Scale ✓ Enterprise |
Sentiment analysis helps you understand the tone and emotion behind messages across your social profiles. Sentiments are assigned automatically, but you can edit them when a message needs more context. Here's how to do it from the Inbox.
How to edit a sentiment in inbox conversations
1. Open the Inbox and select the conversation with the message you want to update.
2. Find the sentiment badge under the message. Hover over it to see why that sentiment was assigned.
3. Click the sentiment badge to open the Change sentiment window.
4. Choose the correct sentiment: Positive, Negative, Neutral, or Mixed.
5. In Reason, briefly explain why you changed it. For example: Expression of lack of understanding but customer was not frustrated.
6. Click Save.
The new sentiment appears on the message and is reflected across the inbox, Social Listening, and the Sentiment Analysis Report.
Frequently Asked Questions
Q: Is sentiment analysis available for languages other than English?
A: Yes.
Q: Can I change a sentiment again later?
A: Yes. Click the sentiment badge and repeat the steps.
Q: Where else does the updated sentiment show up?
A: In the inbox, Social Listening, and the Sentiment Analysis Report.
Need help?
Reach out to our support team, and we are happy to help.
Related Reading:
Social Listening with Vista Social
Getting started with the Social Inbox
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