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Triggers sentiment analysis on email text, evaluating content for positive, negative, neutral, or mixed tones. The emails can be routed to agents based on this analysis. For example, an email with negative or mixed sentiment analysis can be routed to an agent skilled at customer retention. |
Supported Script Types
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Properties
| Property | Details |
|---|---|
| ScriptMediaType | Specifies the type of media the action will process. Currently the only available value is Email. |
| Language | Specifies the language of the text being analyzed. Currently the only available language is English. Specifying the language speeds up the analysis process, which otherwise would need to detect the language itself before beginning analysis. |
| Results | Allows customization of the variable where sentiment analysis results (positive, negative, neutral, mixed) will be stored. The default value is Analytics. |
Branches
| Branch | Details |
|---|---|
| Default | Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined. |
| OnError | Path taken when the action fails to execute properly. |