Tutorial

A quick guide to reading and using the Sentiment Stream dashboard. You can also launch an interactive, in-app version of this walkthrough anytime from the ? help menu next to the dashboard title.

Installing the app

1. Open the Sentiment Stream listing in the LiveChat Marketplace and install it.
2. The app appears in your LiveChat app switcher. Open it.
3. Your dashboard begins populating immediately. No configuration is required. No bot is added to your chats and no automated messages are ever sent to your visitors.

The triage board

Every active and recently-closed chat appears as a tile. Tiles are scored for customer sentiment and, by default, ordered worst first, so the conversations that need attention surface at the top.

Each tile shows:

• The customer and the serving agent.
• A one-line topic describing what the chat is about.
• A sparkline chart of the conversation’s sentiment over time.
• The current sentiment score and trend.

You can re-sort or filter the board by sentiment, status, or trend from the filter menu, so it fits the way your team works.

Reading a sentiment chart

The sparkline plots the customer’s sentiment across the conversation. A line that dips and recovers tells a story a plain chat list cannot: the customer opened unhappy, an agent stepped in, and sentiment climbed back up.

• Shaded bands mark the periods the customer spent waiting in the queue, a common driver of early frustration.
• Agent avatars on the timeline mark who was handling the chat at each moment, including transfers. When several agents hand a chat off, their avatars stack so you can see the whole path at a glance.

Ask “why”

Every tile has a ? button. Open it for a concise, transcript-grounded explanation of what is driving the chat’s sentiment, plus the specific key moments: the exact customer messages that moved the score the most, each with its own value. You get the picture without reading the whole transcript.

Team pulse: speed to answer

At the top of the board, a compact widget tracks your average speed to answer (ASA) and how deep the queue is running over the last 24 hours. It is scoped to the same groups and filters as your current view. Expand it to see the full chart, then click and drag across it to zoom into any window.

Filter, sort, pin, and focus

• Filter and sort by status, sentiment, or trend.
• Focus a group to narrow the board to a specific team, such as Support, Billing, or Tier 2.
• Pin any chat to keep it at the top. Pins stay visible even when you switch groups, so a critical conversation never slips out of view.
• Choose a time window to control how much recent history each trend line shows.

Managing access

The dashboard is available to agents who have been granted access. Owners and admins manage who can view it from the access settings, reached through the gear icon in the dashboard header.

Need help?

Reach us anytime at support@serviceinnovations.net.