EmailAnalytics uses AI to rate the sentiment of incoming and outgoing emails on a scale of 1 (very negative) to 10 (very positive), then charts the averages over time. Spot frustrated customers early, and see how your team's tone holds up when things get busy.
Filter by date range, person, team or contact group, the same way you already do for response time.
Part of the AI add-on · Gmail and Outlook · Nothing to install
| Member | Received | Sent |
|---|---|---|
PS Priya Shah Support | 6.8 | 8.4 |
JR Jordan Reyes Support | 6.5 | 8.1 |
ML Marcus Lee Support | 5.9 | 7.2 |
Response time shows how fast your team replies. It can't tell you whether customers are getting more frustrated, or whether a rep's replies are getting curt under pressure. Reading every thread to find out isn't realistic.
Sentiment analysis gives you a running read on tone across thousands of emails, so you know where to look.
How customers, prospects and partners feel when they email your team.
The tone of your team's own emails, person by person.
Averages are charted over time, so you can see shifts after an outage, a price change or a new hire.
Compare sentiment across reps and teams to see where conversations are going well.
Narrow to external contacts, a key account or a date range with the same filters and contact groups.
Turn AI scans on only for the people you want, and keep any sender on an ignore list.
Catch a drop in customer sentiment after a release or outage, before it shows up in churn.
See which reps' prospects write back warmly, and which conversations are cooling off.
Pair sentiment with response time to find replies that are fast but curt, or warm but slow.
Privacy: sentiment analysis reads message bodies, so it only runs on the inboxes you turn it on for. Every other inbox stays headers-only. Owner, Team Management or AI Insights permission is required. Read the sentiment analysis guide
Average and first response time for every person and team, measured within work hours.
Learn more →Set a response time goal and see how many replies breached it, person by person.
Learn more →Get an email alert when a message that needs a reply has waited too long.
Learn more →Credit every reply from support@ or sales@ to the agent who sent it.
Learn more →FAQ
Email sentiment analysis uses AI to judge whether the tone of an email is positive, neutral or negative. Across many emails, it shows how customers feel about working with you and how your team comes across. Learn more about email sentiment analysis.
AI rates each incoming and outgoing email on a scale of 1 to 10, where 1 is very negative and 10 is very positive. EmailAnalytics averages the scores and charts them over time.
Yes. Use the same date range, user and team selector, filters and contact groups you use everywhere else in EmailAnalytics.
Incoming and outgoing emails for the inboxes you turn AI scans on for. You can add senders to an ignore list so their emails are never scanned.
Yes, for the inboxes you turn it on for, because tone can only be judged from the message itself. Inboxes without AI features turned on stay headers-only: addresses, timestamps and subject lines.
People with Owner, Team Management or AI Insights permissions. You can grant those from the Team Management / Users page.
Yes. EmailAnalytics works with Gmail, Google Workspace, Outlook and Microsoft 365.
Yes. Sentiment analysis is part of the EmailAnalytics AI add-on, which is billed per AI-enabled inbox on top of your plan and also includes SLA alerts and Response Insights. Current prices are on the pricing page.
Connect Gmail or Outlook in about two minutes and turn on sentiment analysis for the inboxes that matter most.
