While applying tags you can also add a sentiment. A response containing the tag “support”, for example, could be either positive (‘great support, you guys!’), neutral (‘support was ok’) or negative (‘The support guy was really rude’). All of these examples would logically receive a “support” tag, yet the underlying message differs for each. That’s where sentiment analysis comes in.
Tags with a sentiment automatically receive a color code: red for negative, grey for neutral and green for positive.