AI Sentiment Detection helps you instantly understand the tone and emotion behind every email — so your team can respond faster, prioritize better, and maintain the right customer tone.

What it does

AI Sentiment Detection automatically analyzes the tone of incoming emails in your Drag boards and classifies them as:

😊 Positive: happy, satisfied, or appreciative messages

😐 Neutral: factual or informational messages

😟 Negative: frustrated, upset, or dissatisfied messages

🚨 Urgent: messages that demand urgent action or reply

This sentiment tag appears directly inside your Drag board, giving you immediate context without having to read every email in detail.

How to enable Sentiment Detection

1. Open your Drag board → Boards → Board settings
2. Select the board where you want to use AI Sentiment Detection.
3. Toggle ✨ Enable AI tagging to ON.
4. Under Select AI tagging category option, select Sentiment.
5. Click Save.

Drag will now start automatically analyzing new incoming emails on that board. Note Drag won't retrospectively tag historical emails.

How it works behind the scenes

When a new email arrives:

1. Drag’s AI quickly scans the message content.
2. It identifies tone patterns and emotional cues (e.g., words of frustration, gratitude, or neutrality).
3. The sentiment score is translated into one of three labels: Positive, Neutral, or Negative.

This analysis happens securely inside Drag’s AI engine.

Example use cases

• Customer Support: Flag unhappy customers early and escalate faster.
• Sales: Track overall mood across leads and accounts.
• Operations: Measure client satisfaction trends over time.
• Internal workflows: Quickly gauge sentiment in team communications.

Combine with automation rules

You can trigger automation rules based on AI Sentiment Detection tags — so Drag doesn’t just understand the tone of your emails, it can act on it automatically.

Here are a few examples:

Example 1: Escalate negative emails to managers

• When: Sentiment = Negative
• Then: Move card to “Escalations” column
• And: Notify user @manager

👉 Use this to ensure unhappy customers are handled quickly.

Example 2: Prioritize positive leads in Sales

• When: Sentiment = Positive
• Then: Move card to “Hot Leads”
• And: Assign to your top sales rep

👉 Ideal for surfacing high-intent or satisfied prospects for follow-up.

Troubleshooting & FAQs

Why am I not seeing sentiment labels on some emails?

Only new incoming emails are analyzed automatically.

Can I customize sentiment categories?

Not yet. Drag currently supports four core sentiment types (positive, neutral, negative and urgent).

Are Sentiment Detection tags dynamic?

No. Sentiment tags are assigned when an email is first analyzed and won’t update automatically as the conversation evolves.

Is sentiment detection included in all plans?

AI Sentiment Detection is available on Plus and Pro plans. If you’re on the Starter plan, you’ll need to upgrade to access AI features.

Still need help or have questions? Our team will love to help at support@dragapp.com.

Updated on: 27/10/2025