Learn how AI-powered sentiment analysis appears in the mobile inbox, including positive, neutral, and negative conversation scores, summaries, manual overrides, and feedback options.
Overview
The mobile inbox now surfaces AI-powered sentiment analysis for guest conversations. Each conversation is automatically scored as Positive, Neutral, or Negative with an AI-generated summary, helping property managers prioritize which guests need immediate attention. Users can also manually override the sentiment and submit feedback on accuracy.
This is the mobile implementation of the sentiment analysis feature already live on the Hostaway web dashboard, built to give PMs the same prioritization capability on the go.
Accessing the Feature
Sentiment analysis is visible in two places:
Conversation list – a compact indicator on each conversation
Conversation detail – a collapsible section at the top of the conversation view
No extra navigation is required. Sentiment appears automatically on conversations once the feature is enabled for the account.
Sentiment Section in Conversation Detail
Below the reservation summary at the top of the conversation, a collapsible Sentiment section displays:
| Element | Description |
|---|---|
Sentiment badge | Color-coded label – Positive in green, Neutral in grey, or Negative in red |
AI summary | A short text explanation of the assessment, visible when the section is expanded |
Expand/collapse chevron | Toggles the summary visibility |
When collapsed, only the badge label is visible next to the "Sentiment" header. When expanded, the full AI-generated summary text appears below the badge.
The sentiment section loads independently from the message thread. If sentiment data is slow or unavailable, the conversation remains fully usable.
Sentiment Indicator in Conversation List
In the inbox conversation list, only the negative sentiment icon is shown. This helps PMs quickly spot conversations that need attention without adding visual noise for positive or neutral conversations.
Manual Sentiment Override
Users can manually change the sentiment score for any conversation:
In the conversation detail, tap the sentiment badge or section
Select a new sentiment – Positive, Neutral, or Negative
The override is saved immediately to the backend
Manual overrides take precedence over the AI assessment. If a user has overridden the sentiment, the effective display uses the user's value. The original AI assessment is preserved but not shown.
How It Works
A new guest message arrives in a conversation
The AI agent asynchronously analyzes the full conversation
The result – sentiment score and summary – is written back and appears in real time via WebSocket
The sentiment section and list indicator update without a page refresh
Conversations that existed before the feature was enabled will not receive sentiment analysis until a new guest message arrives.
Permissions
Sentiment analysis is available to all users with inbox access when the feature flag is enabled on the account. No additional permissions are required.