Enabling sentiment for the instance

To turn on sentiment for an instance, add the label enableIntentions = true in the Custom Settings list of Account Management.

Enabling sentiment on a dialog

Sentiment analysis can be performed on an Open Question dialog response by adding labels to the dialog

1. To turn on sentiment analysis for a dialog, adding this Label: enable_sentiment

2. Specify the spoken language of the response with sentiment_language. For a complete list of supported languages, see Text Analytics supported languages. The default language is English when this label is omitted.

Creating a condition rule based on sentiment

For detailed information about rules and how to create them, see Condition rules. These steps highlight how to create a rule based on sentiment.

• When defining the rule condition, choose Sentiment from the Field selector when creating the rule condition.

  

• Choose the sentiment for the rule (positive, negative or neutral/unclear).

  

• Consider creating a rule for each sentiment option.

  

Sentiment classes

Sentiment analysis is performed by Action Intelligence powered by Medallia AI. Action Intelligence identifies several possible responses, however, Medallia Conversations recognizes only three, and the other options map to one of the three as follows: