Activating and Editing the Sentiment Analysis Bot

The Sentiment Analysis Bot evaluates your PSA's Ticket Notes to determine sentiment and required actions. It then writes the results to a dataset.

The following procedure outlines how to activate and configure the Sentiment Analysis Bot for Autotask or ConnectWise. 

Prerequisites 

You must have the AI Admin, AI User, or AI Trial role to view the AI Ticket Sentiment Analysis assets and activate the bots.

How to activate the Sentiment Analysis Bot 

1. Go to Apps in the MSPbots app and open the AI Sentiment Analysis app. 
2. Hover over Bots and select Sentiment Analysis Bot. 
   
   
   
   
3. On the Detail tab, select the Trigger switch to activate the bot. Leave the Alert and Escalate switches OFF.  
   
   

How to edit the Sentiment Analysis Bot 

1. Go to Apps in the MSPbots app and open the AI Sentiment Analysis app. 

2. Hover over Bots and select Sentiment Analysis Bot. 
   
   
   
   

3. Go to the Design tab to open the Trigger window. 
   
   
   
   
4. In the Trigger window, select the OR operation, hover over the plus (+) icon, and select + Add Condition.  
   
   
   
   
5. Set the Trigger by selecting the fields and the corresponding operation for analysis. 
    
   By default, sentiment analysis scans all external notes across all your boards. To limit the analysis to specific boards:
   1. Select Board Name (if using ConnectWise) or Queue Name (if using Autotask).
   2. Select one of the following:
      • Not IN - Excludes the board or boards from the analysis
      • IN - Only the selected board or boards will be analyzed
        This scan option helps reduce token consumption. 
        
        
        
        
6. Click Next. 
7. In the AI Flow window, click Finish.
8. Click Save.