Overview
Sentiment analysis reads every incoming message and scores it positive, neutral, or negative in real time, so your team sees frustration before it escalates. Captain AI runs the classification across all nine channels and works in 50+ languages — including Gulf, Egyptian, Levantine, and Maghrebi Arabic dialects that most off-the-shelf models flatten or misread. Support leads use it to triage angry customers first; sales leads use it to spot deals going cold. Scores live next to the conversation and on the contact record in the CRM, so trends stay visible long after the chat closes.
- Score every message positive, neutral, or negative in real time
- Detect dialect-level Arabic sentiment, not just MSA
- Auto-route negative conversations to senior agents or supervisors
- Trigger Slack or email alerts when sentiment drops mid-chat
- Track sentiment trends per contact, channel, agent, and campaign
- Filter the inbox by sentiment to clear angry tickets first
- Feed sentiment into lead scoring and CRM deal health
How it works
Classify on arrival
Captain AI reads each inbound message across WhatsApp, email, voice transcripts, social DMs, and web chat. No setup, no keyword lists to maintain.
Route and alert
Negative messages can auto-assign to a senior agent, escalate to a supervisor, or open a follow-up task in the CRM. Rules live in the bot flow builder.
Track and report
Sentiment rolls up by channel, agent, team, and campaign in the analytics dashboard. Per-contact history stays on the CRM record for the next conversation.