Short answer
Sentiment is whether the customer sounds calm, frustrated or angry. Angry messages should usually skip auto-send even if the facts are clear.
Worked example
A correct tracking update sent to an angry 'this is the third time' message can still make things worse. Those drafts wait for a person.
This term sits in the AI customer support hub. Use the related pages below for the full playbook.
Frequently asked questions
What does Sentiment mean for a D2C brand?
Sentiment is whether the customer sounds calm, frustrated or angry. Angry messages should usually skip auto-send even if the facts are clear.
Where should I track Sentiment?
Start in the AI customer support guide and the linked calculators or product pages. MarQet CX is built around this operating problem.