Most service teams learn a customer was unhappy after the conversation ends, in a low score, a complaint, or a customer who simply never comes back. HellouOne reads how each customer feels while they write, and shows it where you work: next to the contact name, in the conversation list, and in Reports, Sentiment. You can see who is getting upset before they leave, which conversations your team recovered, and what sentiment says about your CSAT and your speed. This post explains how it works, based on our help guide: Sentiment, how your conversations end (https://help.hellou.ai/hc/hellou/articles/1791218105-sentimiento-como-terminan-tus-conversaciones).
Availability, and who sees what
Sentiment is available on plans that include AI classifications. The report is for administrators; agents see sentiment in their own conversations. If your plan includes it and you still see nothing, the guide says to write to support to activate it on your account. That one check saves teams from assuming the feature is broken when it simply needs activation.
In the conversation list: a colored dot that does a lot
Each conversation card shows a colored dot at the top, next to the inbox name. If your account has a single inbox, or you are viewing a single inbox list, the inbox name does not appear and the dot stands alone. The colors are green for positive, gray for neutral, yellow for negative or annoyed, orange for frustrated, and red for hostile, or for a conversation that requires attention without another reading.
When a conversation requires attention, the dot carries a blinking red ring. Hover over the dot to see the detail, for example a conversation marked hostile, requiring attention, with high urgency and a customer who wants to talk to a person. On the phone there is no hover help, so the dot itself has to carry the signal there.
A conversation requires attention when the customer is frustrated or hostile, has high urgency, asked to talk to a person, is at risk of abandonment, or uses offensive language. For a team lead scanning a busy list, that blinking ring is a triage tool: it points at the conversation to pick up first, without opening twenty chats to find the one that is about to go wrong.
Inside a conversation
Next to the contact name you see the sentiment label, such as Hostile or Positive, with an up arrow when the conversation is improving and a down arrow when it is getting worse. Next to it is the priority label, and you can click it to change priority without leaving the conversation: None, Urgent, High, Medium, or Low.
Sentiment updates by itself with each customer message, so nobody on your team has to score anything by hand. The arrow matters as much as the label. A hostile conversation with an improving arrow is a recovery in progress. A neutral conversation with a worsening arrow is the one to join early, while a small intervention still works.
Reports, Sentiment: how conversations end
Open Reports, Sentiment and choose the period. Each conversation counts once, by its last reading, no matter how many messages it had. The top indicators are Conversations read, End negative (the percentage of customers who leave dissatisfied), Net sentiment (the percentage ending positive minus the percentage ending negative, from minus 100 to plus 100), Recovered (of the conversations that started negative, how many ended neutral or positive, counting only conversations read at least twice), and Require attention now (open or pending conversations that need someone right now, independent of the chosen period).
Below that, How conversations end charts the last sentiment of each conversation by day, or by week, month, or year in long periods, so you can see whether this week is going better or worse than the last. The Start to end table shows how conversations started in rows and how they ended in columns, for conversations read at least twice. Green cells improved and red cells worsened, and clicking any number opens those conversations.
Who turns conversations around, fairly
The breakdown by Agents, Inboxes, or Teams attributes each conversation to whoever was attending it at its last message, including the AI Agent, and conversations nobody attended appear as Unassigned in the Agents view. The guide gives a fair reading rule: compare the Recovered column, not how many negative conversations each person received, because whoever handles the difficult cases will always inherit more negatives. Rows marked Few have fewer than 10 conversations, too few to compare.
Frustration by inbox shows the highest frustration each conversation reached, Calm, Annoyed, Frustrated, or Hostile, by inbox, and clicking a segment opens those conversations. Risk signals count how many customers asked to talk to a person, were at risk of abandonment, or used offensive language, plus the median time until an agent responded after someone asked for a person. And Sentiment, CSAT and speed shows average CSAT by how the conversation ended, and median first response and resolution by how it started, which helps you see, for example, whether customers who arrive annoyed wait longer than the rest.
The Require attention now list closes the report: open or pending conversations that need attention right now, regardless of period, each with a link to open it.
Acting automatically, asking LIA, and privacy
With an automation rule you can raise priority or notify a team when a conversation requires attention, and the Automations and macros article has ready to copy recipes. LIA can also summarize sentiment for you, for example how conversations ended this month, or which agent recovers the most negative conversations.
Privacy is built into how the reading works. To read sentiment, HellouOne uses the customer new messages, the conversation channel, and up to 3 previous messages, including your team replies. Before sending them, emails, phones, links, social handles, and document numbers are hidden, and the customer name and contact data are never sent.
Used daily, sentiment changes the order of work. Instead of first in, first out, your team works the blinking ring first, watches the arrows inside each chat, and reviews recoveries each week to learn what actually turns a frustrated customer around.
Source: Hellou help center, Sentiment, how your conversations end: https://help.hellou.ai/hc/hellou/articles/1791218105-sentimiento-como-terminan-tus-conversaciones
