Want to identify customers who need attention on social media or simply detect angry customers?

You can now detect message sentiments through Gorgias rules.

We currently feature six sentiments:

  • negative
  • positive
  • menacing ("I will buy elsewhere ", “Don’t make me file a dispute”)
  • urgent ("I need … before it ships", “Please answer very soon”)
  • need-human ("Please respond", “need assistance”)
  • offensive

This should greatly help you automate your workflow in addition to the “intents” feature we released a few months earlier!