Sentiment Analysis
Plugin that analyzes customer message sentiment in real-time, surfacing emotional signals to help agents respond with appropriate tone and urgency.
Overview
Sentiment Analysis scores incoming customer messages for positive, neutral, negative, and frustrated sentiment in real-time. Agents see sentiment indicators alongside conversations, enabling proactive de-escalation before situations deteriorate.
Capabilities
| Capability | Description |
|---|---|
| Real-time Scoring | Scores every incoming message for sentiment on a 5-point scale |
| Frustration Detection | Flags conversations showing escalating negative sentiment |
| Trend Visualization | Shows sentiment trajectory across a conversation timeline |
| Batch Analytics | Aggregates sentiment trends across teams, products, and time periods |
| Alert Rules | Triggers notifications when sentiment drops below configurable thresholds |
Install Steps
1. Install via Qiscus CLI
qiscus plugin install sentiment-analysis2. Configure alert thresholds
qiscus config set SENTIMENT_ALERT_THRESHOLD=-0.6qiscus config set SENTIMENT_NOTIFY_CHANNEL=slack3. Verify installation
qiscus plugin list | grep sentimentNeed help? Contact the Analytics Integration Team or check the Qiscus documentation.