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.  

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.  
   

Note

1. Organizations subscribed to the Professional and above editions can view the email sentiments. 
2. Sentiment analysis is available across all DCs except CN and JP DCs.
3. Languages Supported: English, German, Spanish, French.
4. Zia in Emails can only be enabled by the administrator. 
   
5. Email Sentiment is available for all the users who have configured IMAP integration. 

1. Go to Setup > Zia > Communication > Email Intelligence.
   
2. Toggle on Email Intelligence.
   
3. Toggle on Email Sentiment.
   
   
   

• Zia notification panel.
• Record detail page.
• Sales inbox page.
  
• While opening an email.
  

Notes

• CNS alert will be based on the last 3 months email records only.

• In Zia notification filter, the consecutive negative sentiment is mentioned as "CNS"
  

To turn on Consecutive Negative Sentiment alerts

1. Go to Setup > Zia > Communication > Email Intelligence.

2. Under Email sentiment, tick the checkbox for Consecutive Negative Sentiment.

3. Choose a value from the dropdown menu for Get info if consecutive count is more than.