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Phonely classifies completed calls as Positive, Neutral, or Negative. A call whose sentiment could not be determined is shown as Unknown. Sentiment helps you find conversations that may need attention and compare the caller experience over time.

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Define sentiment for an agent

Open the agent’s Settings, select Call Tagging, then edit the three Sentiment Definitions. Describe what each label means for your business. Keep the definitions distinct and focus on evidence in the conversation. For example: Changes affect how future calls are classified; they do not automatically reprocess earlier calls.

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Review and correct sentiment

Sentiment appears in Call History, Call Details, Performance filters, and Data Tables. In a completed call’s Highlights, you can change the sentiment when the detected label does not represent the conversation accurately. Use the same definitions when comparing agents or time periods. Different definitions can make similar conversations appear different in reporting.
Last modified on August 24, 2026