AI sentiment & categorization

AI analysis reads each new submission and tags the conversation with a sentiment and one or more categories, so you can triage feedback at a glance instead of opening every thread. Available on Team and Business plans.

Turn on AI analysis for a box

1. Open the box and go to its Settings tab.
2. In the AI section, switch on AI Analysis.
3. Save your changes.

Like AI draft replies, the setting is per box. Analysis runs automatically on the initial submission — there's nothing to trigger manually.

What the analysis produces

• Sentiment — each analyzed conversation is tagged positive, neutral, or negative. The sentiment shows at the top of the conversation next to the subject, with a matching face icon.
• Categories — short topic labels such as "HR", "IT", or "Management", based on what the submission is about.

In your Inbox, you can filter conversations by sentiment and by category, which makes it easy to pull up, say, all negative feedback about one topic. Sentiment also feeds the charts in the Insights tab, where you can see how your feedback trends over time.

Good to know

• Analysis is automatic and happens shortly after a submission arrives. If a conversation shows no sentiment, it usually came in before the toggle was switched on — earlier conversations aren't retroactively analyzed.
• Tags are AI-generated and occasionally imperfect. Treat them as a triage aid, not a verdict — the full message is always one click away.
• Analysis only reads the content of the submission. It doesn't change anything about anonymity: the feedback giver stays anonymous regardless of how their message is tagged.

To act on what the analysis surfaces, combine it with AI draft replies for faster responses and assignments to route each conversation to the right teammate.