AI summary and sentiment badge: see what happened before you enter the conversation
The shift changed, a manager joined late, the conversation is 80 messages long. Instead of reading it all, you look at the AI badge in the header and the lens button next to it: what the customer wants, how they feel, how urgent it is, which questions are open. The decision is still yours; the AI only summarises.
The sentiment badge in the conversation header shows the customer's latest tone (positive, neutral, negative). The lens button next to it opens the Insight panel: primary intent, secondary intents, sentiment, urgency, the customer's open requests, open questions and a short summary. The panel suggests, it sends nothing; the agent writes the reply. This feature is not on by default for every account; it is switched on together during onboarding.
What you provide
- Asking for the feature to be switched on for your account
- The habit of still glancing at the last messages after reading the summary
- Sharing a wrongly classified conversation with the team (for quality)
What Chatinbox does
- Switches conversation analysis on for your account
- Shows the team how to read the badge and the panel
- Reviews wrong classifications with you in the first week
- The sentiment badge in the header
- The lens: the Insight panel and its sections
- When to use it
- Limits and misreading risks
Step by step
Look at the badge
The AI sentiment badge sits in the conversation header: the tone of the customer's latest messages. Open the conversations with a negative badge first; an upset customer does not wait.
Switched on during onboardingClick the lens button
The lens button next to the badge opens the Insight panel. The panel does not show the whole conversation but the conclusion drawn from the messages.
Read the panel top to bottom
Primary intent (price, appointment or complaint) · secondary intents · sentiment and urgency · customer requests (clear sentences) · open questions (not yet answered) · summary. The open-questions list tells you where to start your reply.
Then look at the last messages and write
The summary is a starting point, not evidence. Read the last 3-5 messages, then write the reply yourself. If you like, add the insight card to the conversation thread and leave it for a teammate.
The agent writes the replyWhen does it help?
Use it
- Shift handover: taking over a long overnight conversation in the morning
- The manager's view: which conversations are negative, which are urgent
- Before a handoff: summary + open questions for the person taking over
- When the conversation is past 20 messages
Don't rely on it
- On a single-message conversation — there may be no analysis
- With sarcastic or very short messages — sentiment can be misread
- For exact facts such as price or date — the message itself is the source, not the summary
- For the decision — who writes what and when: the agent
Let's switch conversation analysis on for your account together
In a 15 minute call we look at where your team needs summaries and set the feature up with you.
Panel names and panel sections can change. This page was checked against the interface recording on 18 August 2026.
