To generate a sentiment analysis report from conversations in Papo (https://papo.global/), go to the Reports module, apply the sentiment filter (positive, negative, or neutral), and export the data as CSV. This way you can identify customer satisfaction trends and make data-driven decisions.
Process summary
| Step | What to do | Result |
|---|---|---|
| Access Reports | Go to Papo's Reports module. | View the available metrics dashboards. |
| Filter by sentiment | Select the desired sentiment (positive, negative, neutral). | Isolate only the conversations with that classification. |
| View metrics | Observe volume, distribution, and sentiment trends over the period. | Understand the overall mood of customers. |
| Export CSV | Use the export option available in the report. | Download the table for analysis in external spreadsheets. |
How sentiment analysis works in Papo
Papo's artificial intelligence automatically evaluates the tone of every conversation that passes through the platform. As customers interact via WhatsApp, Instagram, Facebook, and other channels, the AI classifies the predominant sentiment as positive, negative, or neutral. This classification is available in the Reports module, allowing you to filter conversations by sentiment and spot satisfaction patterns without having to read every message.
With the sentiment filter, you can answer questions such as:
- Did the volume of negative conversations increase after a policy change?
- Are positive interactions concentrated in a specific channel or agent?
- What percentage of neutral conversations could become upsell opportunities?
Step-by-step guide to generate the report
-
Access the Reports module
In Papo's main dashboard, open the Reports section. The platform displays the most recent KPIs for your operation. -
Open the conversations report
Within the module, find the report that shows metrics per conversation. It's the same report used to compare channels, agents, or tags. -
Apply the sentiment filter
In the report, use the sentiment filter to choose between positive, negative, or neutral. You can select more than one sentiment to compare the distribution. The selection automatically updates all displayed numbers. -
Set the analysis period
Choose from the quick options (Today, Last 7 days, Last 30 days) or set a custom range. The report will show the evolution of sentiment over the selected period. -
Review the metrics
Look at the volume of conversations by sentiment, the percentage distribution, and daily trends. This data helps identify spikes in dissatisfaction or moments of high satisfaction. -
Export to CSV
Use the export option available in the report. The generated CSV file reflects exactly the visible selection — that is, only the conversations with the filtered sentiment(s). -
Open in your preferred spreadsheet
The CSV can be opened in Excel, Google Sheets, or any other editor. From there, you can create charts, cross-reference with data from other sources, or include the information in presentations.
Metrics you can analyze by sentiment
| Metric | What it indicates | Practical use with sentiment filter |
|---|---|---|
| Conversation volume | Total conversations with the selected sentiment in the period. | Measure the frequency of complaints or praise and act quickly. |
| Percentage distribution | Proportion of each sentiment relative to the total. | Track the overall health of the customer relationship. |
| Daily trend | Day-by-day evolution of the volume of positive, negative, and neutral conversations. | Detect sudden changes after launches or announcements. |
| Comparison between channels | Predominant sentiment in each channel (WhatsApp, Instagram, etc.). | Adjust the service strategy by origin. |
Who this report is useful for
- Customer success managers who need to monitor customer satisfaction in real time.
- Support coordinators who want to identify agents or channels with a high concentration of negative conversations.
- Quality analysts who track the evolution of sentiment after training or process changes.
- Companies using multiple channels that want to understand where the customer experience is most positive or negative.
The CSV export allows you to share the data with other areas, such as marketing or product, without depending on platform access.
Frequently asked questions
How does Papo classify the sentiment of conversations?
Papo's artificial intelligence automatically analyzes the content of messages and assigns a sentiment classification (positive, negative, or neutral). No manual configuration is required.
Can I filter by more than one sentiment at the same time?
Yes. You can select multiple sentiments in the filter to compare the distribution between them, such as positive versus negative, and view the metrics side by side.
Does the report show the evolution of sentiment over time?
Yes. When you set a period, the report displays the daily trend of each sentiment, allowing you to identify spikes or drops in satisfaction.
Can I export the report as PDF?
Yes. Although the native export is in CSV, you can use your browser's print function (Ctrl+P / Cmd+P) and select "Save as PDF" to generate a document with the filtered data.
Do I need to configure anything for sentiment analysis to work?
No. Sentiment analysis is automatically applied to all conversations that pass through the Papo platform. Simply access the Reports module and apply the filter.
Does the CSV include the text of the conversations?
The CSV file exports aggregated metrics (volume, percentages, trends). To access the full content of conversations, you can check the individual history of each customer directly in Papo.
Read also
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