Sentiment analysis

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Use Sentiment Analysis with Deal Emails

ActiveCampaign's sentiment analysis feature enables you to assess the emotional tone behind deal emails, categorizing them as positive, negative, or neutral. Understanding customer sentiment is crucial for effective relationship management; it allows you to respond more appropriately to client needs, automate follow-ups, and improve overall customer engagement.

What is Sentiment Analysis?

Sentiment analysis utilizes machine learning to analyze textual content and determine its emotional tone. By leveraging sentiment analysis with ActiveCampaign, you can gain quicker insights into your interactions with clients, trigger automated responses based on sentiment changes, and segment your contacts based on the emotional tone of their communications.

How to Access Sentiment Analysis

To use sentiment analysis in ActiveCampaign, you must ensure that your email account is linked to the CRM. Moreover, any emails needing analysis must come from a primary contact associated with an open deal. Here are the steps to access sentiment analysis:

1. Click on Deals in the left menu. 2. Select the Connected Emails option to view the list of linked email accounts. 3. Here, you should see the option to manage sentiment analysis settings.

Step-by-Step Instructions

To turn on sentiment analysis for your connected email account, follow these steps:

1. Click on Deals in the left menu. 2. Click on the Connected Emails option. 3. Choose the email account you want to use with sentiment analysis. 4. Click the Sentiment Analysis dropdown and select the Allow option.

If you need to turn off sentiment analysis, you can follow the same steps but choose the Do not allow option in step 4.

Configuration Options and Settings

The sentiment analysis feature comes with the following important configuration options:

- Sentiment Analysis dropdown: This setting allows you to enable or disable sentiment analysis for your connected email account. - Email requirements: Sentiment analysis works only with incoming emails from primary contacts linked to active deals.

Best Practices and Tips

- Regularly check the sentiment associated with deal emails to gauge customer feelings and adjust your follow-up actions accordingly. - Use sentiment data to automate workflows and segment contacts based on their emotional interactions, ensuring tailored communication. - Whenever you encounter a sentiment that seems inaccurate, take the opportunity to provide feedback to help improve sentiment analysis accuracy.

Common Use Cases with Examples

1. **Customer Engagement:** If a deal email is marked with a positive sentiment, it may indicate customer satisfaction, prompting you to further engage or upsell.

2. **Reputation Management:** Negative sentiments can signal potential issues with customer relationships, allowing you to intervene and resolve matters before they escalate.

3. **Automated Responses:** Suppose a sentiment changes from neutral to negative. In that case, you can set up automations to alert your team or trigger a specific follow-up message.

Troubleshooting

If you encounter issues with sentiment analysis:

- Ensure that your email account is properly connected to the CRM. - Check that the emails being analyzed originate from primary contacts on active deals. - If sentiments seem incorrect, use the feedback mechanism to report inconsistencies, and validate the settings in your account.

FAQ

Q1: Who can turn sentiment analysis on or off? A1: Any account user can activate or deactivate sentiment analysis for their connected email accounts.

Q2: What does sentiment analysis categorize? A2: Sentiment analysis categorizes emails as positive, negative, neutral, or mixed based on the emotional tone of the content.

Q3: How is sentiment determined? A3: Sentiment is assessed in real-time using machine learning algorithms that analyze the text of emails.

Q4: Can I provide feedback on sentiment accuracy? A4: Yes, you can agree or disagree with the assigned sentiment from the contact or deal record, which helps improve future sentiment analysis.

Q5: Do I need a specific plan to use sentiment analysis? A5: Yes, sentiment analysis is available for accounts on a Plus, Professional, or Enterprise plan.

Q6: Where can I see the sentiment results? A6: Sentiment results can be viewed on the deal page and the contact profile page.

Q7: What should I do if sentiment analysis is not working? A7: Verify that your email account is connected to the CRM and ensure the emails being analyzed are from primary contacts associated with open deals.

By utilizing sentiment analysis effectively, you can enhance your engagement strategies, leading to better customer relationships and increased satisfaction in your deal management processes. ```