Sentiment

Last updated Jun 27th, 2024

Common Room surfaces sentiment from activity to help your teams get a pulse on how Contacts are feeling, especially during events that significantly impact the community.

Major spikes or changes in sentiment within your community activity are often a signal to your teams to focus on a particular area. A spike in positive sentiment within a region could signal a successful event by your local community champions. A spike in negative sentiment within a city could signal a service disruption that your teams need to address. Sentiment can also be used to drive more intelligent alerting so you and your team are immediately notified when a Contact expresses negative sentiment within a particular signal.

To calculate sentiment, Common Room uses a proprietary machine learning model that we’ve trained to determine sentiment. When a relatively confident ‘positive’ or ‘negative’ score is determined, Common Room tags an activity as ‘Positive’ or ‘Negative’. You can update or remove a tag on any activity to adjust its sentiment. Every time you modify sentiment on an activity, it helps improve Common Room’s machine learning-powered sentiment algorithms to be more accurate in the future.

Add Sentiment to an Activity

  1. Go to any location within the product that highlights activity (e.g. Activity page, Trending conversations, Explore categories, Team activity, A pulse on your community on the Common Room Home page, the Community Activity tab on Contact and Organization profiles)
  2. Hover over the individual activity you'd like to update with a sentiment.
  3. Click the tag icon, which opens a dropdown menu with different auto-categorization and sentiment options.
  4. Select either the Positive or Negative sentiment option to add sentiment.
  5. Once the sentiment is successfully added to the activity, you’ll see a confirmation toast at the bottom of the page.

Edit or Remove Sentiment from an Activity

  1. Go to any location within the product that highlights activity (e.g. Activity page, Trending conversations, Explore categories, Team activity, A pulse on your community on the Common Room Home page, the Community Activity tab on Contact and organization profiles)
  2. Hover over the individual activity for which you would like to edit or remove sentiment.
  3. Click the chevron on the existing sentiment tag, which opens a dropdown menu with different sentiment options: Positive, Negative, and Remove tag.
  4. Select the correct sentiment or remove the tag.
  5. Once the sentiment is successfully updated, the change will be reflected on the activity.

Sentiment Language Support

Common Room's sentiment models are primarily trained for English, but sentiment may also be detected for other languages outside of English.

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