Analyze Customer Sentiment

Detect negative sentiment and alert management with weekly summaries

Overview

Analyze customer sentiment in tickets, alert management on negative cases, and send a weekly summary report.

Workflow 1: Analyze and store sentiment

1. Create a triggered workflow

   Run on ticket creation and when customers reply.

2. Analyze sentiment

   Use the Analyze Customer Sentiment action. Save the result and reasoning so you can use it later.

3. Update ticket fields

   Store the sentiment and reasoning on the ticket for reporting and follow-up.

Workflow 2: Alert on negative sentiment

1. Create a triggered workflow

   Run after Workflow 1 finishes.

2. Filter for negative cases

   Only continue when sentiment is Negative.

3. Build alert message

   Create a concise internal alert with ticket number, company, contact, and reasoning details.

4. Notify management

   Send via Teams or Email.

Workflow 3: Weekly summary

1. Create a scheduled workflow

   Run every Monday at 9 AM.

2. Filter recent negatives

   Find tickets with Negative sentiment closed in the last 7 days.

3. Create report

   Generate a table grouped by resource with counts and ticket links.

4. Email the report

   Send to management.