The sentiment card is the visible part. Underneath, the same readings change what Gruvi puts in front of you, and when Chloe steps back.

Four places it shows up

Sentiment is not a passive display. It feeds four separate parts of Gruvi, and you can build a rule on it yourself.

The Unhappy tab in the Autopilot queue.
Smart sorting in the inbox.
One of the four escalation rules Gruvi ships with.
Common frustrations in Insights.
Any rule you build on it, such as flagging angry messages as high priority.

The Unhappy tab

The Autopilot queue has its own set of tabs, and Unhappy is the one that matters most. It collects conversations where the mood has turned negative while Chloe has been answering.

This is the tab to check daily. A customer getting worse while an AI answers them is the situation you most want to catch early, and this is the only place it is gathered into one list.

Smart sorting

Smart sorting weighs up how urgent each conversation looks, then lifts the ones most at risk to the top. How the customer seems to be feeling is one of the things it weighs, alongside how long they have waited and how important the thread is.

So an unhappy customer rises to the top without anybody having to tag them.

Handing off to a human

One of the four rules Gruvi ships with reads: the customer explicitly asks for a human, or severe frustration continues after the assistant has failed to help.

The second half of that rule is the empathy engine. If a customer keeps getting more frustrated and Chloe is not fixing it, she stops and hands the conversation to a person rather than trying again.

When that happens, the orange block in the thread names the rule in the words it was written in, so you can see exactly why she stopped.

Common frustrations in Insights

Insights has a Common frustrations section. It groups what customers were unhappy about, rather than what they asked about.

Themes are flagged automatically when a customer's tone turns negative, or when they complain outright. Each row gives the theme, a short description of the frustration, and how many threads it covers. Every row opens its threads.

This is the least comfortable thing in Gruvi to read and the most useful. It is the closest you get to customers telling you what is wrong without being asked.

The one pattern to watch

Read AI performance and sentiment together, never separately.

A high AI-resolved share looks like success. A high AI-resolved share with sentiment sliding downwards is the one genuinely bad pattern in Gruvi, because it means Chloe is closing conversations the customer is not happy with. You can only see it by looking at both at once. ---

Where sentiment changes what Gruvi does