Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Sentiment Analysis

Analyze the sentiment of a request/ticket at the click of a button. One fewer task for your agents.

Benefits to you

  • Instantly analyze the sentiment of a customer on a request
  • Audited over the lifespan of the request

What you can do

  • One-click Sentiment Analysis of ticket details and actions.

Where to find it

In any request record, you’ll see the new HAi Overview box. Simply click the HAi icon on the right-hand side to generate the request overview including the sentiment.

Hornbill AI

How to use it

  1. Open a request record. Go to the HAi Overview area and click the HAi icon. Hornbill Sentiment Analysis

  2. HAi generates the sentiment and automatically saves it, this value is audited for reporting on at a later stage Hornbill Sentiment Analysis

Template Variables

Request Sentiment can be used in email templates as the variable is available with the others. Hornbill Sentiment Analysis - Email

Auto Updates

It’s possible to enable auto updates for Sentiment Analysis

Request Insights

Once a request is resolved or closed, the request insights tab can be used to show reports on the history of the sentiment against a given request over time.

Sentiment Values

Sentiment value stored in the database and available in template variables has the follow corresponding labels

Sentiment Value Sentiment Label
0 No Sentiment Found
1 Most UnHappy
2 UnHappy
3 Neutral
4 Happy
5 Most Happy
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