Customer Support

Customer Sentiment Monitor

Track customer sentiment across support channels and get alerted when satisfaction drops or frustration spikes.

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Customer Support

What the agent does

  • Analyzes tone and language in ticket threads
  • Flags conversations with negative or escalating sentiment
  • Sends a daily digest of at-risk accounts to your team channel

Real-world example

A B2B platform caught a churning enterprise account early. The agent detected increasingly frustrated language across three tickets from the same company and alerted the CSM, who intervened with a 1:1 call.

How Cyndra makes this happen

  • You connect your tools: CRMs, messaging apps, databases, via our 250+ integrations in one click.
  • You configure the agent's trigger, task, and approval mode (supervised, semi-autonomous, or autonomous).
  • The agent runs in its own isolated environment and takes action across your connected tools.
  • Every action is logged and auditable. You can pause, adjust, or hand back control at any time.

Frequently asked questions

How does the sentiment analysis work?

The agent reads every incoming and outgoing message in your support threads and scores sentiment on a scale from very positive to very negative. It tracks trends per customer over time, a single frustrated message is different from five in a row.

Can it track sentiment across multiple channels at once?

Yes. The agent can monitor tickets, live chat, and email simultaneously, giving you a unified sentiment view per account rather than siloed data per channel.

What triggers an alert?

You configure thresholds, for example, alert the CSM when an enterprise account drops below a sentiment score of 3 out of 5 for two consecutive interactions. The daily digest summarises all accounts that are trending negatively.

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