See How Every Case Is Progressing

A case sentiment journey is a table view generated by GPTfy that shows the sentiment for each individual case comment along the case timeline. It includes the sender's role, the assigned sentiment, and a short justification — giving agents a chronological picture of how the customer's emotional tone evolved through the case.

Agents typically manage multiple open cases simultaneously. When they return to a case after working on others, they need to re-read all the comments to remember where things stand. The sentiment journey table gives them an instant refresher — showing at a glance whether the customer's tone is improving or deteriorating.

The generated table includes a column for the sender's role (agent or customer), the sentiment classification for each comment, and a one-sentence justification explaining why that sentiment was assigned. This removes ambiguity and helps agents understand the reasoning behind each classification.

A single summary tells you the overall tone of the case at a point in time. The sentiment journey table shows how sentiment has changed at each interaction — which is more useful for understanding whether the resolution effort is having a positive effect on the customer.

Yes. Because GPTfy renders results inside the Salesforce interface, the sentiment journey output can be displayed within the case record without navigating to a separate tool. Admins configure the prompt placement through GPTfy's no-code setup.

No. Agents simply select the case sentiment journey prompt and run it. GPTfy reads the case comments automatically, processes them through the AI model, and returns the structured table. No manual reading is required to generate the view.