Zia Email Emotion Analysis | Zoho CRM

Zia Email Emotion Analysis

Email prioritization is one of the best practices followed by businesses to enhance productivity. Each team in an organization will have different goals, based on which their email prioritization practice will also vary. For example, territory managers may prioritize emails by geography, account managers may prioritize by customer accounts, customer executives may focus on emails based on the ticket type, etc.
On that note, you can now prioritize emails based on their severity, and the best part is, the system does it for you. Zoho CRM presents Zia Email Emotion Analysis, a feature by which CRM is trained to categorize emails based on the underlying "emotion" in it. For example, are you dealing with angry or frustrated customers? How many customers have sent you a note of appreciation? Are they feeling confused, grateful, or happy? 

Depending on the content, Zia will classify your emails into different categories of "emotions". This way, you can zero in on those emails that need your immediate attention and prioritize better. The emotion-based classification, is as follows:
  1. Happy
  2. Enthusiasm
  3. Gratitude
  4. Trust
  5. Confusion
  6. Discontentment
  7. Frustration
  8. Neutral 
Based on the type of emotion highlighted by Zia, you can prioritize emails, handle escalations, and respond to enquiries, etc.

For example, sales representatives will consider emails from a frustrated prospect as a priority, customer support executives will consider doubts or confusions from prospects as an important email, marketing managers may contain emails from an enthusiastic customer as a priority, etc.

Permission Required
Users with Administrator profile can enable Zia Emotion Analysis feature.
Organizations subscribed to the Enterprise and above editions with more than 20 users can enable the email emotions.


  • Emotion analysis is only available in the USDC, EUDC, AUDC, and INDC.

  • Currently, Zia will be able to analyze emails in English language only.

  • Organizations with the new email integration will alone have email emotions enabled. Click here to know more about this integration.

How is emotion analysis different from Zia's sentiment analysis?

Zia's sentiment analysis analyzes incoming emails and indicates if they have positive, negative, or neutral tonality in them.


Zia's emotion analysis, on the other hand, dives deeper and provides further classifications of these sentiments, as emotions. At a granular level, you can understand if your customers are happy, disappointed, or frustrated, etc., at a glance.

Enable Zia Emotion Analysis  

To enable email emotion in Zoho CRM
  1. Go to Setup > Zia > Communication.
  2. In the Email Intelligence tab, toggle on Email Intelligence.
  3. Scroll down and toggle the Email Emotion option, on. 

View email emotions of an incoming email 

The emotions captured from an incoming email are displayed in the following places in Zoho CRM.
Record's related list: Emotions observed in the emails are captured in the related list of a record and will be expressed in words unlike sentiments.
Inside the Email: Inside email, the emotions are displayed on the top-left corner. If a record has multiple email exchanges, the emotion will be displayed for each email. 
SalesInbox: In SalesInbox, you can view the emotions inside the email.
Email compose: When you create a new mail for a record, the latest emotion calibrated for the email address will be displayed to let you draft the email keeping the observed emotion in mind.
Email Response: When you respond to an email, the previous emotion will be displayed such that you can be prepared before you respond.

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