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Sentiment scores every message a person sends your agents, each from 0 to 100%, for four feelings — angry, frustrated, happy and confused — and three signals about how the agent is doing:
  • Correcting: the person says the agent got something wrong.
  • Resolved: the person confirms the agent solved their problem.
  • Doubtful: the person questions whether the agent’s answer is true, or whether it really did the work.
Use it to find the conversations where people are losing patience, the agents they keep having to correct, and the replies that land well.
Sentiment is off until an admin turns it on for the organization. Scoring uses your organization’s LLM budget — one scoring request per message — and sends each message, with the agent reply before it, to the scoring model.

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Turn it on

  1. Go to Administration → Settings.
  2. Under Human input sentiment, switch it on and save.
Messages from the last day are scored first. After that, new messages are scored within a minute or two of arriving.

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Which messages are scored

Only messages a person wrote:
  • Messages your custom agents record as human input with the SDK.
  • Prompts typed into Claude Code, Codex, OpenCode, pi, Hermes and OpenClaw, when session transcripts are sent (the default). Scheduled jobs, injected instructions, sub-agent hand-offs and other text the agent’s own runtime writes are not scored. Nor are non-interactive runs such as claude -p, codex exec and hermes -z: a script wrote those prompts, not a person.
Scoring judges the person’s own words. A short, blunt instruction such as “fix it” is not counted as anger, and asking a question is not counted as confusion. A new request is not a correction, and thanks on their own do not count as resolved.
  1. Go to Observe → Sentiment.
  2. Filter by environment, agent, or session ID.
  3. The header counts flagged messages — any negative score (angry, frustrated, correcting, confused or doubtful) of 35 or more out of 100 — and names the top signal.
  4. Score over time charts the average of each score. Pick which scores to show, and click a point to read the messages behind it.
  5. By agent compares agents side by side.
  6. Messages lists the flagged messages, strongest first. Switch to all messages, or sort by newest or by any single score, and open a message’s session to read the conversation around it.