AI Sentiment Max App for ConnectWise Notes – MSPbots.ai

AI Sentiment Max for ConnectWise Notes is the next-generation sentiment intelligence tool designed for MSPs who need earlier visibility into client dissatisfaction, enhanced insights into technician performance, and deeper trend analytics.

Built on a 5-tier sentiment model and powered by a centralized AI engine, it requires minimal setup and delivers sentiment insights instantly, turning everyday ticket notes into actionable client-health analytics.

This document outlines the app’s features and benefits, and provides guidance on how to install and use the app.

Prerequisites

An AI credits subscription is required to use the AI Sentiment Max app. AI roles are automatically assigned upon credit purchase and integrated with the AI role permissions system.

Only users with the AI Admin role can edit the settings.

Why should I use the AI Sentiment Max app?

Key Features and Functions

MSPs that utilize the AI Sentiment Max app benefit from the following key features:

Instant Ticket Sentiment

Instantaneous alerts and proactive service responses boost customer satisfaction.
- Scans every ticket note instantly
- Highlights sentiment severity using color-coded indicators
- Provides actionable insights for service managers
Five-tier sentiment model

This enhanced model identifies client issues before they escalate. The updated model enables service managers to recognize subtle sentiment shifts that the basic model could miss, enhancing early intervention and accuracy.
Minimal configuration needed

Users simply activate the Enable AI Sentiment Analysis function to start ticket note analysis. There's no need to enter an OpenAI API key or set up complex configurations.

To compare the features of AI Sentiment Max with the previous AI Sentiment Analysis App, see the section on How AI Sentiment Max improves on the basic Sentiment Analysis version below.

The AI Sentiment Max 5-tier sentiment model

AI Sentiment Max uses a 5-level scale with greater precision than the previous version’s positive, neutral, and negative selections. The five tiers are:

Excellent
Positive
Neutral
Negative
Awful

This scale helps facilitate the detection of subtle sentiment shifts that the basic version could not detect. The accuracy of sentiment identification is therefore improved.

How to use the AI Sentiment Max app

1. Access AI Sentiment Max

The AI Sentiment Max app is accessed from the MSPbots Marketplace. Once installed, the app can be opened from Apps on the MSPbots menu.

2. Install the AI Sentiment Max app.

Installation from the MSPbots app

Navigate to the MSPbots app menu, and click Marketplace > Apps.
Select AI Sentiment Max for ConnectWise Notes.

Install from email

If you received an invitation email, click the Install AI Sentiment Max in the email body, and you will be redirected to AI Sentiment Max in the Marketplace.

Installation notes

If you are currently using the AI Sentiment Analysis app, installing AI Sentiment Max will automatically replace this previous version, and the system will do the following:

A backup of your current configurations will be created and emailed to you. This includes bot settings, filters, notification channels, recipients, and messages.
The historical sentiment data from the previous version will be preserved for your reference.

You cannot use both the basic and max versions of the app. If the system detects that the new or old sentiment app version is installed, it will show a dialogue box explaining what happens to your data and current settings.

3. Configure the ticket notes analysis settings.

The Settings section is where you can enable the ticket analysis and writeback functions. Here, you can also configure conditions that will identify ticket notes for analysis and trigger notifications.

Enable AI Sentiment Analysis

To activate scanning ticket notes for sentiment analysis:

Navigate to Settings.
Click the Enable AI Sentiment Analysis switch.
Click Save.

Ticket Note Selection

This section is where you can create conditions for identifying which ticket notes should undergo sentiment analysis. To create conditions for selecting ticket notes:

Navigate to Settings and expand Ticket Note Selection.

The default setting is to trigger the notification when the Created by Contact Name field Is Not Empty.
Add more rules and refine the default setting by clicking +Condition.
Select the Field, Operator, and Value for your condition.

You can click the Delete button to remove a condition or the Reset button to restore the default conditions.
Click Save.
Check if the results in the dashboard are accurate. If confirmed accurate, you are ready to activate the PSA Writeback function using the steps in the next section.

PSA Writeback for Ticket Note Sentiment

The PSA writeback function syncs note sentiment updates to your data in ConnectWise. To start using the PSA Writeback for Ticket Note Sentiment:

Create the Client Sentiment custom field in ConnectWise. An error will appear if you activate writeback without performing this step.
Activate the feature by selecting the PSA Writeback for Ticket Note Sentiment switch.
Click Save.

Notifications

You can configure AI Sentiment Max to send notifications via email or MS Teams when a negative sentiment is detected. Below are the steps for setting notifications.

In Settings, activate the feature by clicking the Notifications toggle switch.

Switching the toggle on will display the following default settings:
Click +Condition to add a condition to the default rule.

You can click the Delete icon to remove a condition, or Reset to restore the default conditions.
Select a Field, Operation, and Value for the new condition.
Select a channel to send your notifications.
1. Email
  1. Select the Email toggle switch to activate email notifications.
  2. Enter or select a receiving email or emails for the To field.
  3. Enter the email's Subject. The default is Negative Sentiment Analysis on Notes. If you want to add specific fields dynamically to the Subject, click the Dynamic Token icon and select your preferred tokens.
  4. Type the email's Content. Click the Dynamic Token icon and select your preferred tokens to insert in the email's message.
  5. Save your settings.
2. Microsoft Teams - Private Chat
  1. Select the Microsoft Teams - Private Chat toggle switch.
  2. Enter or select an email or emails for the To field.
  3. Type the chat's Content. Click the Dynamic Token icon and select your preferred tokens to insert in the chat message.
  4. Save your settings.
3. Microsoft Teams - Public Channel
  1. Select the Microsoft Teams - Public Channel toggle switch.
  2. Select an option from the To The Home Channel of dropdown. The default is {{ticketOwnerEmail}}.
  3. Next, select an option from the To Static Channels dropdown.
  4. Type the notification's Content. Click the Dynamic Token icon and select your preferred tokens to insert in the chat message.
  5. Save your settings.
Save.

AI Sentiment Max Dashboards

AI Sentiment Max has a superior analytics dashboard that helps monitor client health. Filters are available to optimize dashboard performance, especially for large datasets.

Ticket-level and client-level analytics
Predictive insights
Enhanced search and filtering (date, client, sentiment, ticket type, technician)
Real-time updates as new notes are processed
Side-by-side comparison of different time periods

AI Sentiment Max Analysis Results Dashboard

This dashboard shows the total count and visualizations for sentiments received per tier. The AI Sentiment Max Analysis for ConnectWise Notes Results on the dashboard lists the feedback and sentiments received from the ticket notes, along with writeback information and errors encountered.

The dashboard analytics is optimized for large data sets, but may load more slowly if filtering for 12 weeks and all clients. We recommend starting with a four or 8-week view, then expanding as needed.

What are the widgets in the dashboard?

Widget	Description
Excellent Sentiments	Displays the total number of Excellent sentiments detected from client notes or interactions for the current day Helps monitor customer satisfaction and highlight areas needing immediate attention Default Range: Last 30 days
Positive Sentiments	Displays the total number of Positive sentiments detected from client notes or interactions for the current day Helps monitor customer satisfaction and highlight areas needing immediate attention Default Range: Last 30 days
Neutral Sentiments	Displays the total number of Neutral sentiments detected from client notes or interactions for the current day Helps monitor customer satisfaction and highlight areas needing immediate attention Default Range: Last 30 days
Negative Sentiments	Displays the total number of negative sentiments detected from client notes or interactions for the current day Help monitor customer satisfaction and highlight areas needing immediate attention Default Range: Last 30 days
Awful Sentiments	Displays the total number of Awful sentiments detected from client notes or interactions for the current day Helps monitor customer satisfaction and highlight areas needing immediate attention Default Range: Last 30 days
Awful/Negative Sentiment Trend	Tracks the weekly trend of Awful/Negative sentiments in client notes over the last seven weeks Helps identify recurring concerns and shifts in client satisfaction Default: Last 7 Weeks (Date Range Slicer Last 30 Days)
Top 20 Awful/Negative Sentiments per client last 30 days	Shows the top 20 clients with Awful/Negative sentiments in the past 30 days.
Awful/Negative Sentiments per Resource	Displays the distribution of awful/negative sentiments identified from AI analysis of ConnectWise client notes Grouped by assigned resource in the last 30 days Provides insight into how frequently negative interactions are associated with each resource Helps track performance and identify areas for improvement in client communication
AI Sentiment Trend (Excellent \| Positive \| Neutral \| Negative \| Awful)	Displays the daily sentiment trend based on AI analysis The slicer allows MSPs to filter sentiment data by company. Helps identify patterns and address client-specific concerns proactively
Top 20 excellent/positive sentiments per client last 30 days	Shows the top 20 clients with excellent/positive sentiments in the past 30 days
AI Sentiment Max Analysis for ConnectWise Notes Results	Shows the sentiment insights on notes within ConnectWise Classifies sentiments (e.g., positive, neutral, or negative) to highlight trends in client satisfaction and engagement

Usage Dashboard for ConnectWise Manage

This dashboard provides an overview of credit usage, the number of tickets analyzed for sentiment, and forecasted monthly credit. The widgets in the Usage Dashboard for ConnectWise Manage dashboard are:

Monthly AI Credit Forecast
Credits Consumption
Ticket Volume - AI Sentiment Analysis for Ticket Notes

Feedback Feature: AI Sentiment Max Analysis for ConnectWise Notes Results

The feedback feature of the AI Sentiment Max app in the AI Sentiment Insights in the ConnectWise Client Notes Results widget lets users provide feedback and suggest correct values for the sentiment, description, and action for each feedback.

To provide feedback

Navigate to Dashboards and select AI Sentiment Max Analysis Results Dashboard.
Scroll down to find the AI Sentiment Insights on ConnectWise Client Notes Result widget.
Go to the Feedback column.
If the sentiment analysis results are accurate and satisfactory, click the thumbs-up icon.
If the results are inaccurate and need refinement, click the thumbs-down icon, and select your suggested values for Sentiment, Description, and Action for the ticket note.
Click Save.

How AI Sentiment Max improves on the basic Sentiment Analysis version

Feature	Basic Sentiment Analysis	AI Sentiment Max
Sentiment granularity	Three (3) tiers: Positive, Neutral, and Negative	Five-tier sentiment model: Excellent, Good, Neutral, Poor, and Awful
Setup	Requires OpenAI API key	No setup needed Centralized AI engine
Instant note scanning	Yes	Yes + improved context accuracy
Per-ticket insights	Yes	Enhanced per-ticket insights with a drill-down functionality
Client-level sentiment dashboard	Limited	Full aggregate dashboard Predictive trend analytics
Installation	Manual	One-click installation from Marketplace with PSA-based routing
Branding	Standard	AI Sentiment Max branding

Benefits of AI Sentiment Max over AI Sentiment Analysis

No API keys required
Stronger AI model with richer sentiment variations
Predictive analytics for early risk detection

Pricing

AI Sentiment Max allows you to pay only for what you use with credit-based billing. After purchasing an AI Credits subscription, you will be charged 1 credit for each ticket note analyzed.

That is, 1 ticket = 1 credit.

This usage-based billing is economical and scalable-- your subscription can adjust to your growing needs.

For more information on AI Credit Plans, please see the section "Pricing and Credits" in the article FAQs on the AI Ticket Triage App

General Usage Tips

Ensure ticket notes are detailed and accurate. MSPbots AI can only interpret what is provided in the notes.
For large datasets, use filters to optimize dashboard performance.
The new and old sentiment apps cannot be installed together. If system detects new or old sentiment has been installed, when installing the new or old sentiment in Marketplace, it will pop up a dialogue:
Keep backup emails. These contain your bot configurations when you switch versions.
Do not disable your AI credits subscription. Doing so will immediately stop ticket notes analysis.