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Agent Training Info & Integration Credentials

Customer Sentiments — Track What Callers Say

Written By Anand Raj

Last updated 3 months ago

Customer Sentiment tells the AI receptionist what to track and flag during calls — the kinds of caller signals you want to know about (complaints, urgent requests, missed appointments, specific staff mentions, etc.).

Two kinds of keywords

Default Keywords (System)

These are auto-tracked and read-only — the system always watches for them on every call. Examples:

  • Long Wait

  • Missed Appointment

  • Paperwork

  • Emergency

  • Missed Call

  • Callback Request

  • Check-In Experience

  • Negative Review Threat

  • Rude Staff

  • Morning Slots / Evening Slots

  • Connect To Human

You don't configure these — they come built-in.

Business-Specific Keywords (Custom)

This is where you tell the agent what else to track for your business. You don't have to think in keywords — describe what you care about in plain words and the system generates the keyword tags for you.

Examples of what you can type:

  • "I want to track if a customer is complaining about Dr. John."

  • "I want to know whenever someone asks about new patient availability."

  • "Flag any caller asking about prescription refills."

  • "Track insurance verification questions."

Click Generate and the system creates the keyword chips (e.g. Accepting New Patients, Prescription Refill Request, Insurance Verification, Lab Results Enquiry). You can keep, remove, or add more.

Edit a generated keyword

Each generated keyword has a title and a short description explaining what it tracks. Click the pencil (edit) icon next to the keyword name to rename it or update its description before saving. You can also edit both the title and the description after saving — hover a saved keyword chip and use the same edit action to change it anytime, even after your agent is live.

Why this matters

Sentiments turn calls into actionable signals. Instead of listening to every recording, you can pull up a dashboard and see "12 callers asked about insurance verification this week" or "3 callers complained about Dr. John" — and act on it.

Need help?

If you get stuck or want to learn more about how integrations and sentiment tracking work together, read the integration documentation linked from the form. If you still need help, reach out to support using the chat icon in the bottom-right corner — the Agency's support team will respond.

Frequently Asked Questions

No. The default system keywords cover most common signals. Custom keywords just give you sharper visibility into the things that matter most to your specific business.

Click the X on any keyword chip to remove it, then type a clearer description and click Generate again. You can iterate until the tags match what you actually want to track.

Yes. Use the pencil (edit) icon next to a keyword to update its title and description. This works both before saving and after — including after your agent has gone live.

Yes. Sentiments are fully editable from the Business Portal under Signals after your agent is live.

On the Business Portal in the Signals module and on individual call logs. Each call is auto-tagged with any sentiment keyword that matched.

Skip it for now and move to the next step. Your Account Manager will walk you through Customer Sentiments on the Kickoff Call.

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