Email Sentiment Analysis | Zia - Zoho CRM

Email Sentiment Analysis

Sales team receive hundreds of emails every day but the ones that have a negative tone usually require an immediate attention over the others. But to identify the emails that need to be prioritized or require immediate attention, a rep has to leaf through the email content because the subject of the email may not always give sufficient details about the purpose of the email.  

Zia's sentiment analysis categorizes the incoming emails as Positive, Negative, or Neutral with the help of AI.
  1. Positive Email Sentiment: The emails that have a happy tone are categorized as positive. It is denoted by .
  2. Negative Email Sentiment: If the tone of the email shows unhappiness it is categorized as negative. This is denoted by .
  3. Neutral: All the emails that has the characteristics of both positive and negative sentiment will be categorized as neutral.  
  1. Organizations subscribed to the Enterprise and above editions with more than 25 users can view the email sentiments
  2. Sentiment analysis is only available in the USDC, EUDC, and INDC.
  3. Zia in Emails can only be enabled by the administrator. 
  4. Email Sentiment is available for all the users who have configured IMAP integration. 

Enable Zia in Emails

In order to view the email sentiments, make sure that you have enabled Zia in Emails. 

To enable Zia in emails
  1. Go to Setup > Zia > Communication > Email Intelligence.
  2. Toggle on Email Intelligence.

View sentiment of an incoming email

All the users in CRM with can view the Email Sentiment in SalesInbox and the related list in record details page of the Zoho CRM account.
  1. In SalesInbox, you can view the email sentiment for the incoming emails in the inbox.

  1. Inside Zoho CRM, you can view the email sentiment for a record under the Emails related list. 

    You can also view the sentiment while previewing the email from the Emails related list. 

Filter Records Using Email Sentiment

Zoho CRM gives you an option to filter the records based on the sentiment of an Email. The following are the two examples to explain the same.

Negative Email Sentiment 

You can use the email sentiment filter to retrieve the list of deals that are closing this week and have shown a negative sentiment in their emails and take immediate action by scheduling a follow up task or call. You can also filter the records using the last email’s sentiment, number of emails or the percentage of emails with negative sentiment.

Positive Email Sentiment

You can use the Email Sentiment smart filter to get the list of contacts who have responded positively in the past few weeks and either convert them to deal or follow up for a further discussion.

To filter the records based on sentiment
  1. Select a Module.
  2. Under Filter [Records] By, select the Email Sentiment checkbox.
  3. Select Positive or Negative from the drop-down list.
  4. Choose the Time Period from the drop-down list.
  5. To filter using CountPercentage or For the Last Email, click the respective checkbox.

View the Sentiment in SalesSignal and MailMagnet

You will be able to view the email sentiment under SalesSignal and MailMagnet email notifications. You can take instant action on the emails from right within your Zoho CRM account.

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                  Zoho SalesIQ Resources

                      Zoho TeamInbox Resources

                                Zoho DataPrep Resources

                                  Zoho DataPrep Demo

                                  Get a personalized demo or POC

                                  REGISTER NOW

                                    Design. Discuss. Deliver.

                                    Create visually engaging stories with Zoho Show.

                                    Get Started Now

                                                          • Related Articles

                                                          • Microsoft Sentiment Analysis for Zoho CRM

                                                            The Microsoft Sentiment Analysis extension for Zoho CRM analyzes and scores the sentiments of each customer's comments, helping salespeople know whether the client is happy or sad throughout the engagement. This feature evaluates text and returns ...
                                                          • Zia for Emails

                                                            Most business communication and transactions happen over emails, be it with customers, prospects, partners or vendors. Besides being an essential mode for communication, emails are an official repository for important information details on meeting ...
                                                          • Zia Competitor Alert

                                                            Every time a lead or a contact mentions your competitor in their email content, Zia will identify the name and notify the sales reps (or CRM users). They can take insights from their conversation, make a note of their interests, and understand their ...
                                                          • Trend Analysis

                                                            Assume you haven't been checking the progress of deal closure for a while and suddenly notice a drop in the revenue due to less number of closures. Now, unless you monitor the status manually, there are chances that you will miss important details ...
                                                          • Zia - An Overview

                                                            In today's world, businesses deal with mammoth sizes of data that come from multiple sources. It could be a simple phone enquiry that you just had, a new follower on your Facebook page or a bounced email in your marketing campaign. Making sense of ...



                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                          CRM Tips

                                                          Make the most of Zoho CRM with these useful tips.

                                                            Zoho Show Resources