The Sentiment REST API Write-Back Bot updates a custom field in your professional services automation (PSA) tool via REST API to reflect the sentiment classification determined from the most recent note analysis. Activating this bot ensures the sentiment analysis and recommended actions are synced between MSPbots and your PSA in real time.
Once activated, the bot notifies your PSA of the feedback content, sentiment, ticket ID, and ticket Number. This article shows how to activate the Sentiment REST API Write-Back Bot for Autotask and Connectwise.
Prerequisites
- A custom field for the results - You must add a custom field in your PSA for MSPbots to write the AI sentiment analysis results. Please set the field name as Client Sentiment in Text format.
- AI Admin, AI User, or AI Trial roles
Activating the Sentiment REST API Write-Back Bot
- Go to Apps on the MSPbots app.
- Select and open the AI Sentiment Analysis app for your PSA's notes.
- On the AI Ticket Sentiment Analysis Welcome Page, hover over Bots and select Sentiment REST API Write-Back Bot.
- On the Details tab, select the Trigger switch to activate the bot.
To validate results, go to the bot's Run History and check for a Success status.
You should also see the Client Sentiment field populate in your PSA. For more information, see How to Check if a Bot is Activated