Topic and Sentiment Labels for Subscriber Responses

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We are so excited to share that topic and sentiment label capabilities for your Response page are now live! 

What's Changing and When


Starting the week of 2/14/22, Postscript will start automatically categorizing subscriber responses by topic and labeling responses by subscriber sentiment.

Here's how this change benefits you:

  • Use these filters and labels to hone in specific responses you want to address first, such as upset subscribers or customers with shipping issues.
  • Filter subscriber responses by the topic or issue, such as Shipping, PaymentReturns, and more.
  • Quickly view subscriber sentiment with emoji reactions in the top-left corner of the message. You can also filter for these sentiments using the drop-down menu.
  • Use a combination of any available filter to refine which responses display.

Filter Responses by Topic


Postscript scans subscriber responses and categorizes messages based on the perceived issue. For example, a message with the word "tracking" would fall in the Shipping category whereas the word "refund" would fall in the Payment category.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Responses.
  2. Select the Last response topic drop-down menu and select your desired topic.
  3. View subscriber responses that fall into the selected topic category.

Remove Topic Classification


If you believe a specific subscriber response was miscategorized, you can remove the classification. Doing so helps Postscript with future categorization. 

  1. Select Messaging in the side menu of your Postscript dashboard, then select Responses.
  2. Locate and select the Topic drop-down button to the left of the response message.
  3. Select Remove classification.

Filter Responses by Sentiment


Postscript scans subscriber responses and labels messages with an emoji based on the perceived sentiment. For example, negative responses would have a 😖 emoji whereas positive responses would have a 😀 emoji. 

  1. Select Messaging in the side menu of your Postscript dashboard, then select Responses.
  2. Select the Last response sentiment drop-down menu and select your desired sentiment.
  3. View subscriber responses that fall into the selected topic category.

Get Support


Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!

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