Sentiment
Sentiment is an assessment of the conversation's mood as a guide; the detailed analysis across campaigns is available from the Pro plan.
Last reviewed: 2026-07-22
What sentiment indicates
Sentiment is an assessment of the conversation's mood. It gives an indication of how a conversation went emotionally, for example rather positive, neutral or dismissive. Sentiment is a guide, not a final judgment of a contact or a conversation.
The assessment is based on the actual course of the conversation. It complements the other results in the call detail view but does not replace them.
How to interpret sentiment
- Sentiment is a reference point, not an exact measurement.
- Short or disrupted conversations produce less reliable assessments.
- For a complete picture, you should consider sentiment together with the transcript, summary and result fields.
Hinweis: Use sentiment as a supplementary indication. For decisions in individual cases, the transcript and the captured result fields are more meaningful.
Availability by plan
A detailed sentiment analysis across a campaign is available from the Pro plan. The aggregated evaluation and the plan-dependent availability are described in the article sentiment analysis.
Limits of the assessment
Sentiment describes the overall impression of a conversation, not the contact's stance on each individual statement. Even a conversation with positive sentiment does not necessarily lead to an appointment, and a reserved conversation does not automatically mean a lack of interest. The assessment therefore does not replace a substantive review of the conversation.
If you change the script, knowledge or offer, sentiment can shift over time. For this reason, keep an eye on the development across several conversations rather than judging individual values in isolation.
Sentiment across several conversations
While sentiment in the detail view refers to a single conversation, the analysis brings the assessments together across an entire campaign. This helps you recognize patterns, such as recurring reactions to particular parts of the conversation. Noticeable clusters can be an indication that a particular part of the conversation should be revised.