Know how a customer feels before you read their message twice.
Sentiment Analysis scans every chat as it happens and labels it Positive, Neutral, or Negative with a confidence score attached. No more guessing which conversation needs you first.
Real-time customer sentiment analysis, built into every live chat.
Every time a customer types something, Synapse's live chat sentiment analysis reads the words and tone and assigns a mood label — Positive, Neutral, or Negative — along with how confident it is about that read.
Agents don't have to interpret tone themselves, and nothing gets missed because a message sounded fine on the surface. It's customer sentiment detection that runs quietly in the background of every conversation.
Built for every role in the contact center.
The same customer sentiment data works differently depending on where you sit — on the frontline, running a team, or coaching one. It's chat monitoring and customer experience analytics in one feature.
Know which chat to open first
Handling 10 chats at once, it's easy to miss the one that's about to boil over. A Negative tag surfaces it in the queue instantly — before the customer gets more upset or gives up.
Check on 50 chats without reading 50 chats
One glance at the dashboard shows the split across every live conversation. When Negative suddenly climbs, that's the signal something's broken — a feature, a delay, a bad bot reply.
Spot patterns, not just moments
See the sentiment trend behind each agent's chats over time. If one agent's conversations often end Negative, that's a clear, specific place to offer coaching.
From message to action, in under a second.
Message arrives
Customer sends a message in any live chat, on any channel.
Tone is read
The words and phrasing are scanned the moment they land.
Mood is tagged
A label — Positive, Neutral, Negative — plus a confidence score.
Queue re-sorts
Negative chats surface first, for the agent and their supervisor.
One number that tells a supervisor something's wrong.
Nobody reads fifty live chats at once. The customer sentiment dashboard rolls every conversation into one split — and when Negative jumps, that's the cue to look closer, not read closer.
A 1% baseline going to 20% is rarely a coincidence. It's usually a broken feature, a delay, or a bot response that missed the mark — and it's visible before customers have to say so themselves.
Put sentiment on your queue this week.
See Sentiment Analysis running on your own chat volume — no setup required for the demo.