Real-Time Sentiment Analysis for DM Conversations

ChatGenius scores every message across 5 dimensions: sentiment (positive/negative/neutral), emotion (frustration, satisfaction, confusion, anger, gratitude, etc.), urgency (low/medium/high/critical), confidence level (how certain the AI is about the reading), and directed-at (whether the sentiment targets your brand, a product, or something external).

When ChatGenius detects 3 consecutive negative messages from the same customer, it automatically triggers escalation to your team via the EscalationHandler. During escalation, decision-language suppression activates — the AI stops making promises, commitments, or policy decisions and instead acknowledges the customer while a human agent is notified.

Yes. You can configure the escalation threshold (default is 3 consecutive negatives), choose notification channels, and set which sentiment dimensions trigger alerts. Business plan users get priority routing that sends escalated conversations to specific team members based on the detected issue type.

ChatGenius uses GPT-5 as the primary analyzer, which provides highly accurate multi-dimensional readings. When AI is unavailable (rate limits, outages), the system falls back to 150+ regex patterns that cover common frustration phrases, urgency indicators, and satisfaction signals — ensuring sentiment is always scored, even offline.

The 5-dimension approach reduces false positives significantly. Sarcasm and context are handled by GPT-5's language understanding. The confidence score tells you how certain the reading is, and the directed-at dimension prevents escalation when a customer is frustrated about something unrelated to your business.

Yes. GPT-5 analyzes sentiment natively in all 13 supported languages. The regex fallback layer includes patterns for English, Spanish, French, German, Portuguese, Italian, Arabic, Hindi, Japanese, Korean, Chinese, Russian, and Turkish.