Why It Matters
Magic Sentiment doesn’t just detect how customers feel—it helps you act on it. With automatic escalations and recap templates, you can:- Spot frustration before it turns into follow-up loops
- Route emotionally charged threads to the right people
- Highlight standout service moments worth celebrating
- Coach your team with real, contextual feedback
Sentiment Flow
Whether you want to catch upset customers or celebrate happy ones, here’s how we can configure a flow around Sentiment.1
Apply Filters
- Go to the Thread Admin Panel → Flows → Create Flow
- Enter a flow name then hit “Create Flow”
- Under “Apply filters”, set the following condition:
- Where →
Thread sentiment - Condition → Less than
<or Greater than> - Value → Use a low number to catch negative sentiment, and high for positive
2
Add Action
Once the sentiment condition is met, trigger the recap generation.
- Scroll to the “Action” section in the flow.
- Click on the “Actions” tab.
- From here, you can generate a recap, send to a Teams/Slack channel, or re-assign to another technician. Based on your filters above, we can make sure that action is taken on these situations.
3. Triage Threads by Sentiment
Use sentiment as a triage signal to help your team prioritize the right conversations faster.- In Thread Inbox, use Views to filter by
Thread sentiment. - For example, create a view for:
- Threads with sentiment below 31% (high risk)
- Threads with sentiment above 79% (high satisfaction)
- Alternatively, you can connect the Slack or Teams app directly from within the flow you created above—allowing alerts to trigger automatically when sentiment rules are met.
- Route poor or excellent sentiment threads directly to specific channels
- Ensure key team members are alerted when tone shifts dramatically
- If you have yet to set up your companion app, please refer to these guides: