This feature gives your team instant insight into how customers are feeling and how urgent their emails are. By analysing sentiment and urgency in saved emails, it helps you prioritise follow-ups, track conversation tone over time, and make better decisions.
Prerequisites
CRM Admin rights are required in order to enable the AI Sentiment Analysis feature from the System Settings and to select the tier you’d like to use for this feature.
Enabling AI Sentiment Analysis
Navigate to System Settings and toggle the "Enable" option under the AI Email Sentiment Analysis setting.
Once enabled, you'll see a banner on the document screen of emails that are eligible for sentiment analysis and that have been saved to your CRM.
This banner will be visible for all CRM users, but only admins will be able to navigate to the Tiers page. If a non-admin user clicks on “Try for free” they will be prompted to contact an administrator for finishing the setup.
If you don’t know how to enable Save to CRM so that you can start saving your emails to the CRM please check one of the following article: Save to CRM Outlook & Gmail Add-ins | CRM Articles
Selecting a Tier
After clicking on the "Try for free button" from the banner, you’ll be redirected to a page with our existing tiers.
You can choose from the following tiers:
Free tier: can be used for analysing up to 100 emails each month free of charge.
Basic tier: can be used for analysing up to 3000 emails each month. The price for this tier is 25 pounds per month and the quota is shared by the entire CRM workspace
Pro tier: can can be used for analysing up to 10.000 emails each month. The price for this tier is 45 pounds per month and the quota is shared by the entire CRM workspace
Simply click to enable the chosen tier in order to enable this feature for the entire CRM Workspace.
Billing & Renewal
Once a tier is enabled, you'll automatically be invoiced in the following month with no additional forms or setup needed.
Your quota renews monthly based on the day you enabled the feature. For example, if enabled on 25th July, your quota will renew on the 25th of each month. If you choose to upgrade your tier at a later date, the new renewal date will be updated accordingly.
All charges appear as separate items on your regular monthly invoice.
At this time, there's no self-service downgrade option. To downgrade your plan, please contact our Support team.
Monitoring Usage & Upgrading
After enabling the feature, you'll see a new "Add-ons" card which shows your active tier and the number of analyses remaining this month.
To upgrade your plan at any time, click the "Upgrade" button on this card.
Using AI Sentiment Analysis
Once enabled, you can analyse emails manually or rely on automatic analysis for future emails.
Manual Analysis
Go to a saved email in the CRM and click the button in the Add-ons section.
You'll receive:
A brief summary of the email
A sentiment icon: 😊 😐 ☹️ (happy, neutral, or sad)
An Urgency score: High, Medium, or Low
Automatic Analysis
All future saved emails will be analysed automatically and you'll see the sentiment and urgency directly on the document page. These icons also appear in the activity timeline, allowing you to quickly scan recent customer interactions.
You can also view sentiment and urgency insights on the Documents report when viewing a Company, helping you understand overall engagement at a glance.