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Sentiment Labels let you define custom categories that an AI evaluator uses to classify the overall sentiment of each call and chat. Results appear in the Conversations table, detail panels, filters, and alerts. Navigate to Settings > QA & Testing > Sentiment Labels to manage your labels.

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Creating a Label

Click Create Label to open the editor. Each label has the following fields:
  • Agents - Which agents this label applies to. Choose None (label won’t be used in evaluation), All Agents, or search and select Specific Agents.
  • Label - The display name for this sentiment (e.g., “Frustrated”, “Satisfied”, “Neutral”).
  • Description - Guidelines that help the AI understand when to apply this label. Be specific about the signals and behaviors that characterize this sentiment.
  • Color - A color for the label badge. Choose from yellow, green, red, blue, orange, or gray.
  • Active - Toggle to enable or disable the label. Only active labels linked to an agent are used during evaluation.
Click Save to persist the label.

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Templates

Click Create from Templates to start with four common sentiment categories:
TemplateDescription
PositiveUser showed happiness, joy, or satisfaction toward the agent experience
NegativeUser showed sadness, disappointment, or frustration toward the agent experience
NeutralTransactional exchange with no clear emotion
N/ANo messages exchanged (voicemail, dead air, unresponsive chat)
Templates are created with no agent assignments. Edit each label and assign agents before they take effect.

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How Evaluation Works

When a call or chat ends, the QA pipeline selects the best-matching sentiment label from those configured for that agent. Each conversation receives one overall sentiment label. Sentiment evaluation runs alongside QA Rubrics if both are configured. If neither rubrics nor sentiment labels are configured for an agent, QA analysis is skipped entirely.

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Viewing Results

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Conversations table

The optional Sentiment column shows a colored badge with the label name. Use the filter drawer’s QA section to filter conversations by sentiment.

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Conversation detail

The QA section of the conversation detail panel shows the Overall Sentiment badge when a label was assigned.

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Archiving and Restoring

Deleting a label moves it to the Archived Labels section at the bottom of the page. Archived labels are not used in evaluation. Click Restore to bring a label back. After restoring, you’ll need to re-assign agents since agent associations are cleared on archive.