Emotion Matrix

Purpose

"Define tone adjustments for detected customer sentiment." When CRMAI detects a customer's emotional state (e.g., angry, disappointed), the Emotion Matrix lets the agent automatically shift its tone in response — this is the real mechanism behind what earlier documentation loosely described as "Emotion Matrix & Channel Behaviours."

The Emotion Matrix table

Columns: Sentiment, Tone Adjustment, Template Override, Status, Actions. Empty by default — "No emotion rules yet."

Recommended annotation: arrow to the Add Emotion Rule button — keep this one simple since it's just the entry point; the real detail belongs on the next screenshot.

Adding an emotion rule

1. Click Add Emotion Rule.

2. Select or type a Sentiment (example shown: angry). "Choose a preset sentiment or type a custom label. The sentiment cannot be changed after creation."

3. Optionally set a Tone Adjustment:

   • Increase warmth

   • Increase empathy

   • Response speed (example: normal)

4. Optionally write a Custom reply template (example given: "I'm sorry for the inconvenience. I'll help resolve this right away.").

5. Set Active status — disable the rule without deleting it.

6. Click Add Rule.

If every Tone Adjustment field is left empty, the app sends toneAdjustment: null.

Recommended annotation: ① box Sentiment with a red lock icon overlay + label "cannot change after creation" — this is the single most important warning on the page and deserves the most visually prominent callout. ② bracket the three Tone Adjustment fields together. ③ box Custom reply template. ④ arrow to Active status. Numbers match steps 2–5 above.

⚠️ Important: since the sentiment label cannot be changed after a rule is created, double-check the spelling/choice before clicking Add Rule — fixing a typo means deleting and recreating the rule rather than editing it in place.

Operational guidance

• Start with the most common negative sentiments your business sees (e.g., angry, frustrated, confused) rather than trying to cover every possible emotion upfront.

• Write a genuinely apologetic, specific Custom reply template for negative sentiments — a generic "sorry for the inconvenience" can read as dismissive if it's the same for every complaint.

• Combine a lower Response speed or higher empathy setting with a lower Governance Autonomy Level for angry customers, so the agent leans toward escalating to a human rather than trying to fully resolve a heated situation on its own.

Related: Behaviour: Agent Personality · Setting & Escalation · AI Audit