Defining Account AI Summary Engagement and Sentiment scores

You can use the Engagement and Sentiment tab on the Account Summary window to view or modify the engagement and sentiment score definitions. You can modify definitions by adding or removing an entity or changing a number or frequency.

Note: You can view the Engagement and Sentiment score only on the Account detail view AI Summary tab.

Engagement indicates the frequency of interactions with an account. Possible options:

  • Very Active: More than 5 related items are added or updated within the last 30 days, and activities scheduled in the future.
  • Active: More than 2 or less than 5 related items are added or updated within the last 30 days, or any activities scheduled in the future.
  • Inactive: 2 or fewer related items are added or updated in the previous 365 days, or any activities scheduled in the future.
  • Stale: No related items are added or updated within the past 365 days, and no activities scheduled in the future.
Sentiment indicates when the engagement is positive, negative or a mixture of both. Sentiment is only displayed if the Engagement is Very Active or Active.
Note: If engagement is neither positive nor negative, the sentiment is neutral.
Possible options:
  • Positive: Recent and future activities, open opportunities, quotes, or sales orders, won opportunities, invoices, shipments, receivables, and no open tickets.
  • Mixed: A mixture of positive and negative interactions, 3 or fewer open tickets.
  • Negative: 4 or more open tickets, open returns, or few opportunities, sales orders, quotes, or invoices.
To modify the account summary engagement and sentiment definitions:
  1. Select Administration > Integrations > Generative AI. The Generative AI detail view is displayed.
  2. Click the AI Summary Definitions tab on the detail view. See Configuring the Generative AI integration.
  3. Click the Edit link for the Account summary definition.
  4. Click the Engagement and Sentiment tab.
  5. Specify these criteria for each Engagement score:
    1. Click in the text box to modify the criteria for the engagement score.
      Note: The specified criteria must not overlap or have gaps between the engagement scores.
    2. Click the Reset icon to reset an engagement score definition.
  6. Specify these criteria for each Sentiment score:
    1. Click in the text box to modify the criteria for the sentiment score.
      Note: The specified criteria must not overlap or have gaps between the sentiment scores.
    2. Click the Reset icon to reset an a sentiment score definition.
  7. Click OK.