Facial expression, tone of voice or body language are all clues that improve oral communication but are lacking in online interactions. Yet, knowing how a customer feels could greatly improve the quality of your customer service.If you're not familia

Facial expression, tone of voice, or body language are all clues that improve oral communication but are lacking in online interactions. Yet, knowing how a customer feels could greatly improve the quality of your customer service.Gorgias can automatically detect some sentiments that can help you manage certain kinds of tickets automatically or simply understand the sentiment expressed in a ticket right away. <div class="note-callout">If you&apos;re not familiar with the basics of Rules in Gorgias, check out <a href="https://docs.gorgias.com/en-US/articles/rules-18380" rel="noopener noreferrer" target="_blank">these articles</a> before you get started.</div> As per the screenshot below, more than one sentiment can occur at the same time:<img src="https://attachments.gorgias.help/k5/hc/mz0e/224e25f8-2931-4072-9994-c54d41a40dc5-f0e73cdb-0f2b-4d30-8214-2fc7fc12ac5f.png" style="width: 692px;" class="fr-fic fr-dib"><hr><h2 id="list-of-customer-sentiments"> List of customer sentiments</h2><table style="width: 100%;"><thead><tr><th style="text-align: center; width: 15.6792%;">Name</th><th style="text-align: center; width: 84.1763%;">Description</th></tr></thead><tbody><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">positive</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The customer is satisfied with the product, or the service, or shows positive feelings about something you posted on social media. Example: &quot;That looks gorgeous!&quot;</td></tr><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">promoter</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The customer shows intense satisfaction with the product, the service, or the brand Example: &quot;I&apos;ve been telling all my friends about your products.&quot;</td></tr><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">negative</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The customer shows general dissatisfaction with a product or service. Example: &quot;I just received the package and I&apos;m very disappointed.&quot;</td></tr><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">threatening</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The customer is threatening to take legal action, buy elsewhere, or post a negative review. Example: &quot;Refund me now or I will sue you.&quot;</td></tr><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">urgent</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The customer shows impatience (multiple unsuccessful contacts) or mentions an urgent need (cancel or change an order before it ships, etc.). Example: &quot;Ordered the wrong item. Need to cancel ASAP!&quot;</td></tr><tr><td style="width: 15.6792%; text-align: center; vertical-align: middle;">offensive</td><td style="width: 84.1763%; vertical-align: middle; text-align: left;">The message contains offensive language or inappropriate adult suggestions.</td></tr></tbody></table><hr><h2 id="steps"> Steps</h2>You can automatically apply specific Tags to tickets via Rules to figure out easily if some tickets require extra attention.&#xA0;Here&apos;s how to create a simple Rule to tag tickets using customer sentiments:1. Navigate to Settings -&gt; Productivity -&gt; Rules and click Create Rule.2. Under Rule Templates, select the Identify intents and sentiments template.<img src="https://attachments.gorgias.help/k5/hc/mz0e/2f55a20e-6e66-4a85-a13c-d1ca5769e7a4-1809fb67-922d-4e64-87ea-445b89b9868e.png" style="width: 692px;" class="fr-fic fr-dib">3. Here you can also let the helpdesk create matching Views for the various sentiments.<img src="https://attachments.gorgias.help/k5/hc/mz0e/5d121a2d-9a49-410f-9aa7-77db8a35e553-d0c4cdd5-c39f-44ea-a82f-124e83c0a9f9.png" style="width: 692px;" class="fr-fic fr-dib"><hr><h3 id="ideas-for-other-rules"> Ideas for other Rules</h3><ul><li style="font-family: Inter; font-size: 16px;">Tag negative/positive feedback for one product line (use the sentiment crossed with a keyword).</li><li style="font-family: Inter; font-size: 16px;">Auto-hide negative comments on social media.</li><li style="font-family: Inter; font-size: 16px;">Auto-like/close positive comments on social media.</li><li style="font-family: Inter; font-size: 16px;">Flag promoter customers to retarget them in the future.</li><li style="font-family: Inter; font-size: 16px;">Modulate your auto-response depending on sentiment (if the sentiment is urgent or negative, don&apos;t auto-respond).</li></ul><div class="note-callout">You can also combine customer sentiments with <a href="https://docs.gorgias.com/en-US/customer-intents-81924" rel="noopener noreferrer" target="_blank">customer intents</a>.</div><hr><h2 id="faqs"> FAQs</h2><h4 id="can-customer-sentiments-recognize-emojis-as-well">Can customer sentiments recognize emojis as well?</h4>Yes, the sentiment detection model can recognize emojis.<h4 id="can-a-message-be-positive-and-negative-at-the-same-time">Can a message be positive and negative at the same time?</h4>No, the model will highlight the main sentiment of the message.For example, if the message is &quot;I like the shirt but it started losing its color after 2 washes, I am so disappointed...&quot;, the detected sentiment will be negative.<h4 id="what-languages-are-supported">What languages are supported?</h4>Intent detection works in the 16 most commonly spoken languages, so if the customer is writing over to you in another language, we can detect the keywords and trigger the Rule.The currently supported languages are: 1. Arabic (ar) 2. Chinese (PRC) (zh) 3. Chinese (Taiwan) (zh-tw) 4. Dutch (nl) 5. English (en) 6. German (de) 7. French (fr) 8. Italian (it) 9. Portuguese (pt) 10. Spanish (es) 11. Japanese (ja) 12. Korean (ko) 13. Russian (ru) 14. Polish (pl) 15. Thai (th) 16. Turkish (tr)

Customer Sentiments

If you want to automatically manage repetitive tasks - such as tagging tickets or responding to common questions - but don't want to spend a lot of time setting up complex Rules, you can use customer intent detection. If you're not familiar with the

If you want to automatically manage repetitive tasks - such as tagging tickets or responding to common questions - but don&apos;t want to spend a lot of time setting up complex Rules, you can use customer intent detection.<div id="isPasted">If you&apos;re not familiar with the basics of Rules in Gorgias, check out <a href="https://docs.gorgias.com/en-US/articles/rules-18380" rel="noopener noreferrer" target="_blank">these articles</a> before you get started.Each time a new customer message arrives, our system will try to figure out the customer&apos;s intent and they can be used for&#xA0;your ticket-processing workflow. </div><hr><h2 id="list-of-customer-intents"> List of customer intents</h2><table style="width: 100%;"><thead><tr><th style="vertical-align: middle; text-align: center; width: 27.2399%;">Name</th><th style="vertical-align: middle; text-align: center; width: 72.6156%;">Description</th></tr></thead><tbody><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">discount/request</td><td style="width: 72.6156%;">Asks for a discount or needs help applying it. </td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">exchange/request</td><td style="width: 72.6156%;">Requests to exchange a received product or get a replacement.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">exchange/status</td><td style="width: 72.6156%;">Requests a status update on an ongoing exchange.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">feedback</td><td style="width: 72.6156%;">The customer provides feedback on a product, brand, or customer service (can be combined with positive or negative sentiments for more fine-grain classification).&#xA0;</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">order/cancel</td><td style="width: 72.6156%;">Requests to cancel an order before it ships.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">order/change</td><td style="width: 72.6156%;">Requests to edit an order before it ships.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">order/damaged</td><td style="width: 72.6156%;">The received order contains a damaged item or the customer needs help troubleshooting.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">order/wrong</td><td style="width: 72.6156%;">The received order contains a wrong item or is missing an item.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">other/no-reply</td><td style="width: 72.6156%;">A message that doesn&apos;t need a reply and can probably be closed.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">other/question</td><td style="width: 72.6156%;">A general question on a product, brand, or service.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">other/thanks</td><td style="width: 72.6156%;">The customer expresses gratitude and the ticket can probably be closed.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">product/question</td><td style="width: 72.6156%;">Question about a specific product.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">product/recommendation</td><td style="width: 72.6156%;">Requests help with choosing a product.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">refund/request</td><td style="width: 72.6156%;">Requests to process a refund.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">refund/status</td><td style="width: 72.6156%;">Requests a status update on an ongoing refund (can overlap with return/status).</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">return/request</td><td style="width: 72.6156%;">Requests to return a received product.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">return/status</td><td style="width: 72.6156%;">Requests a status update on a received product.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">shipping/change</td><td style="width: 72.6156%;">Requests to change shipping information.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">shipping/delivery-issue</td><td style="width: 72.6156%;">Notifies of an error with a package.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">shipping/policy</td><td style="width: 72.6156%;">Asks for shipping information.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">shipping/status</td><td style="width: 72.6156%;">Asks for a status update on an expected order.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">stock/request</td><td style="width: 72.6156%;">Asks about the availability of a product.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">subscription/cancel</td><td style="width: 72.6156%;">Requests to cancel a subscription.</td></tr><tr><td style="width: 27.2399%; vertical-align: middle; text-align: center;">subscription/change</td><td style="width: 72.6156%;">Requests to edit a subscription.</td></tr></tbody></table><hr><h2 id="steps"> Steps</h2>You can automatically apply specific Tags to tickets via Rules to figure out easily if some tickets require extra attention.&#xA0;Here&apos;s how to create a simple Rule to tag tickets using customer intents:1. Navigate to Settings -&gt; Productivity -&gt; Rules and click Create Rule.2. Under Rule Templates, select the Identify intents and sentiments template.<img src="https://attachments.gorgias.help/k5/hc/mz0e/2f55a20e-6e66-4a85-a13c-d1ca5769e7a4-1809fb67-922d-4e64-87ea-445b89b9868e.png" style="width: 692px;" class="fr-fic fr-dii">3. Here you can also let the helpdesk create matching Views for the various intents.<img src="https://attachments.gorgias.help/k5/hc/mz0e/5d121a2d-9a49-410f-9aa7-77db8a35e553-d0c4cdd5-c39f-44ea-a82f-124e83c0a9f9.png" style="width: 692px;" class="fr-fic fr-dii"><hr><h2 id="faqs"> FAQs</h2><h4 id="how-does-intent-classification-work">How does intent classification work?</h4>The Gorgias intent classification system is based on state-of-the-art artificial intelligence algorithms.<h4 id="the-intent-found-is-wrong-what-should-i-do">The intent found is wrong, what should I do?</h4>Unfortunately, that can happen as language comprehension is hard - there are usually a lot of ways to say the same thing. You can combine message intents with simple logic for a better result.<h4 id="can-a-single-message-have-multiple-intents">Can a single message have multiple intents?</h4>Yes, each message can have multiple intents. Besides, if you use intents to auto-tag tickets, tickets will be tagged with the intents of all messages it includes.<h4 id="do-all-messages-have-an-intent">Do all messages have an intent?</h4>No, there is a predefined list of possible intents. Moreover, when the system isn&apos;t confident about a prediction, it won&apos;t detect the intent.<h4 id="can-i-add-an-intent-to-the-list-of-intents-that-can-be-detected">Can I add an intent to the list of intents that can be detected?</h4>If you have an intent that can&apos;t be detected, you can submit it as feedback on our <a href="https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/tabs/3-planned" rel="noopener noreferrer" target="_blank">Roadmap</a>, in the top right.<h4 id="can-i-edit-the-intent-in-a-ticket">Can I edit the intent in a ticket?</h4>Yes, you can edit intents on ticket messages to enable you to achieve accurate numbers in the intents statistics by choosing a different intent from the dropdown menu in the top right of a message.<h4 id="what-languages-are-supported">What languages are supported?</h4>Intent detection works in the 16 most commonly spoken languages, so if the customer is writing over to you in another language, we can detect the keywords and trigger the Rule.<main id="isPasted" style="box-sizing: border-box; display: block; overflow-wrap: break-word; color: rgb(22, 22, 22); font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">The currently supported languages are: 1. Arabic (ar) 2. Chinese (PRC) (zh) 3. Chinese (Taiwan) (zh-tw) 4. Dutch (nl) 5. English (en) 6. German (de) 7. French (fr) 8. Italian (it) 9. Portuguese (pt) 10. Spanish (es) 11. Japanese (ja) 12. Korean (ko) 13. Russian (ru) 14. Polish (pl) 15. Thai (th) 16. Turkish (tr)</main>

Intents & Sentiments

Customer Sentiments

Customer Intents