> ## Documentation Index
> Fetch the complete documentation index at: https://guides.robylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Insights

> The Conversation Insights tab helps you measure and analyze user sentiment in chats. By tracking sentiment at the message level, you can identify pain points, improve workflows, and guide agents with actionable recommendations.

## Key Metrics

* **Net Sentiment Score (NSS)**\
  The average sentiment across a conversation or set of conversations.
* **Sentiment Shift Score (SSS)**\
  Measures how sentiment changes throughout the chat (e.g., going from frustrated → reassured).
* **Lowest Sentiment Point**\
  Highlights the most negative user message with its sentiment score and detected emotion.
* **Actionable Recommendations**\
  AI-powered suggestions for next steps to resolve issues and improve customer experience.

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## Sentiment Scoring Guide

Each **user message** is scored between **-5 and +5**, based on the emotion expressed.

| Score  | Canonical Emotion Label | Umbrella Meaning                             |
| ------ | ----------------------- | -------------------------------------------- |
| **+5** | Ecstatic                | Peak positivity — delight, gratitude, or joy |
| **+4** | Delighted               | Very positive satisfaction and excitement    |
| **+3** | Pleased                 | Moderately happy, content, optimistic        |
| **+2** | Satisfied               | Mild approval or relief; things are on track |
| **+1** | Reassured               | Slight positive calm after concern           |
| **0**  | Neutral                 | No strong emotion; observational             |
| **-1** | Uncertain               | Mild doubt, hesitation, or confusion         |
| **-2** | Concerned               | Noticeable worry or disappointment           |
| **-3** | Frustrated              | Clear irritation or dissatisfaction          |
| **-4** | Angry                   | Strong negative feeling, indignation         |
| **-5** | Furious                 | Extreme negativity — outrage or despair      |

<Tip>
  Track both **NSS** (overall mood) and **SSS** (direction of mood) to understand not just **how customers feel**, but **whether their experience improved or worsened** during the conversation.
</Tip>

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## Use Cases

* Identify **at-risk customers** with consistently low sentiment.
* Review **Lowest Sentiment Points** to detect recurring issues.
* Use **Actionable Recommendations** to guide agent training and automation improvements.
* Track sentiment trends across **teams, workflows, and time periods** to measure impact of changes.

***