Sentiment-based Ticket Escalation Workflows

Meet LeadSquared Service CRM’s Sentiment Detection — an AI-powered feature that understands customer intent and emotions from every interaction.

It automatically identifies whether a ticket is a query, request, or complaint, and detects emotions like anger, frustration, or happiness. Based on this, you can trigger workflows across Assignment Rules, Automations, and SLA policies — ensuring the right action is taken instantly.

For example, when a customer expresses frustration, the system detects the emotion, reopens the ticket, and assigns it to the right agent — helping your team respond faster to critical issues.

Reduce manual effort, prioritize effectively, and deliver faster, smarter customer support with Sentiment Detection.