With Papo's artificial intelligence (https://papo.global/), you turn conversation sentiment classification into concrete actions: configure automation rules that trigger alerts for your team or create tasks when a customer shows negative or positive sentiment, enabling a proactive response to retain dissatisfied customers or capitalize on opportunities.
AI sentiment analysis doesn't stay only in the dashboard — it can feed workflows that keep your operation one step ahead. In a few clicks, you create rules that notify supervisors about an angry customer, generate a follow-up task for a compliment, or automatically tag the conversation for team prioritization.
| Detected sentiment | Example of proactive alert |
|---|---|
| Negative | Immediately notify the supervisor or retention team, assign the conversation to a senior agent, and create a follow-up task due in 1 hour. |
| Positive | Schedule a thank-you message to be sent after 24 hours, create a task for the sales team to offer an upsell, or request a testimonial. |
| Neutral | Keep the standard flow, but create a task to review the conversation if the customer asks a complex technical question. |
How sentiment analysis feeds automations
Papo's AI evaluates the sentiment of each message in real time, classifying it as positive, negative, or neutral. This classification is not limited to isolated keywords — it takes into account context, intensity (use of uppercase, punctuation), and overall sentence construction. The result is available as an attribute for automation rules, just as you would use “message channel” or “contact tag.”
So you can combine sentiment with other conditions. For example: “when a message is received” AND “channel = WhatsApp” AND “sentiment = negative” AND “contact does not have ‘VIP’ tag.” This makes your alert flow precise and noise-free.
Step by step: creating a sentiment-based automation rule
Below is a practical example to trigger an alert when the customer shows negative sentiment.
| Step | Action | Configuration details |
|---|---|---|
| 1. Access Automations | In the Papo dashboard, go to the Automations module and select create a New Rule. | Give it a clear name, such as “Dissatisfied customer alert.” |
| 2. Define the trigger | Choose the event that starts the rule, for example “When a message is received”. | You can also use “When a conversation is created” if you want to handle the first contact. |
| 3. Add sentiment condition | Select the Message sentiment attribute and set the value to Negative. | For more specific cases, combine with “channel” or “tag.” |
| 4. Define the notification action | Choose Notify agent(s) or Send email. Select recipients, such as the on-duty supervisor or retention team. | You can notify the conversation owner agent, a group of agents, or an external email address. |
| 5. Create follow-up task (optional) | Add the Create task action, set title, assignee, and due date. Example: “Follow up with dissatisfied customer – 1 h.” | This task appears in the Projects module or the agent's task queue. |
| 6. Save and activate | Review the sequence, click Save, and then Activate the rule. | Send a test message with negative sentiment to confirm the alert is triggered. |
Once activated, every time the AI detects the configured sentiment, the rule will run automatically — without anyone needing to monitor the dashboard.
Practical examples of proactive automation
- Retain dissatisfied customers: When negative sentiment is detected, the rule immediately notifies a senior agent and applies the “Churn risk” tag. The agent takes over the conversation with context, reducing response time and the chance of cancellation.
- Capture upsell opportunities: With positive sentiment, the rule creates a task for the sales team with the conversation link, suggesting “Offer plan upgrade.” The follow-up can be scheduled for two hours later.
- Ensure compliment follow-up: If the conversation ends with positive sentiment, the rule schedules an automatic thank-you message to be sent after 24 hours, and creates a “Request testimonial” task for the account manager.
Who this automation is for
- Support teams that want to avoid late escalations and improve retention.
- Sales teams that want to identify buying or satisfaction signals for cross-sell actions.
- Lean operations that need to prioritize critical conversations without watching the dashboard all day.
- Managers who want to ensure dissatisfied customers don't go unnoticed, reducing churn rate.
Frequently asked questions
Can I combine sentiment with other conditions, such as time or channel?
Yes. You can add multiple conditions in the same rule, such as “sentiment = negative” AND “time = outside business hours,” to notify only the night shift.
How many automation rules can I create?
The number of rules available depends on your account plan. Create as many as needed to automate your processes; check the details on the platform.
Can the alert be sent to an external channel, such as Slack?
The Notify agent(s) action can send alerts to Papo agents. For external integrations such as Slack, you can use webhooks or the Papo API to trigger customized notifications. See the documentation for details.
How do I know if the rule ran correctly?
In the rule history, you can see recent executions and the status of each one. If an alert fails, the system shows the reason in the log itself.
Does sentiment analysis work in languages other than Portuguese?
Yes. Papo's AI is trained to understand sentiment in Portuguese and other supported languages, maintaining accuracy regardless of the conversation language.
Can I use sentiment to trigger a sequence of flows?
Yes. A sentiment-based rule can trigger a preconfigured Flow, starting a personalized service journey according to the customer's emotional state.
Read also
- How to use an Automation Rule to close inactive conversations and send a CSAT survey
- How to set up automatic follow-up for leads who don't respond in X days
Start creating proactive alerts now →
Papo's first user is free and already includes AI features for sentiment analysis and automations that improve your customer service.