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It knows when a customer is upset, and hands them to you

ChatGenius reads the mood of every DM: sentiment, emotion, urgency, and whether it's aimed at your business. When a customer is genuinely unhappy with you, the AI steps back and the conversation goes to your team.

Start free Sentiment analysis is on every plan, including Free.

  1. Every message gets read.

    Tom's car is late. ChatGenius reads it as negative frustration aimed at your business, and answers with care.

  2. Then it gets urgent.

    "I need my car back today" is negative and urgent. That's the line: the conversation is escalated.

  3. The AI steps back. Your team steps in.

    No more AI replies in that conversation. It's assigned to someone on your team who's online, or emailed to you if nobody is. You hand it back when it's sorted.

  4. Venting isn't a complaint.

    Kay's bad week isn't about you, so nothing is escalated and the AI carries on, maybe even books her.

What it reads in every message.

Each incoming message is scored before the AI replies.

Sentiment

Positive, negative or neutral, with a score from -1 to 1.

Emotion

Anger, frustration, confusion, joy, excitement or neutral.

Urgency

Whether they need it now: "asap", "urgent", "right now".

Confidence

How sure the reading is, from 0 to 1.

Aimed at you?

Whether the frustration is about your business or about something else in their life.

When it hands the conversation to you.

Only when the frustration is aimed at your business, and any one of these is true.

Very negative

A sentiment score of -0.75 or lower.

Clearly angry

Anger, read with at least 70% confidence.

Urgent and negative

They're unhappy and they need it now.

Three in a row

3 negative messages back to back.

They ask for it

Asking for a real person, or mentioning a lawyer or cancelling their account.

Sentiment analysis is on every plan, including Free. Turn human handoff on or off in AI Configuration. See pricing

Sentiment analysis questions

What sentiment dimensions does ChatGenius analyze?
ChatGenius scores every incoming message on five things: sentiment (positive, negative or neutral, with a score from -1 to 1), emotion (anger, frustration, confusion, joy, excitement or neutral), urgency (whether they need it now), confidence (how sure the reading is), and whether the feeling is aimed at your business or at something else.
How does auto-escalation work?
When a customer is clearly unhappy with your business, ChatGenius escalates the conversation. That happens on a very negative message, confident anger, an urgent negative message, or 3 negative messages in a row, and only when the frustration is aimed at your business. Once escalated, the AI stops replying in that conversation and it goes to your team: to a team member who is online, or by email to the owner if nobody is. The customer isn't sent an automated line.
Can I customize escalation rules?
You can turn automatic human handoff on or off in AI Configuration. It is on by default. The escalation rules themselves are fixed, so every account gets the same tested behavior.
How accurate is the sentiment detection?
An AI model reads each message for sentiment, emotion, urgency and who it's aimed at. If the AI is unavailable, a built-in keyword check takes over for urgency words and clear escalation phrases, so serious messages are still caught.
How does ChatGenius handle false positives?
Reading five things instead of one cuts down on false alarms, and the AI understands context and sarcasm. 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.
Does sentiment analysis work in other languages?
Yes. The AI reads sentiment in any of the 28 languages ChatGenius supports.
Lead CaptureThe mood of a conversation also feeds the lead score.Comment ManagerThe same reading keeps negativity off your posts.Knowledge BaseGood answers keep most conversations from going sour.

Catch the unhappy ones early.

Sentiment analysis is switched on from day one, on every plan.

Start free