How does BLAM8's customer mood tracking work?

Every contact carries a live emotional temperature, read from their own words across the whole conversation — not a black-box score. The read spans the relationship, so a polite email after two unanswered chasers registers differently from a polite first email, and the trend (improving or worsening) is tracked alongside the current state, with the trigger shown in the customer's own words.

When a customer turns frustrated, they are flagged in the inbox and on the dashboard before it costs you the account, and the agent's replies change register to match — no breezy cheerfulness at an angry customer. A heated thread is always held for human approval, even on a mailbox running full-auto. It is a safety and relationship feature: automation that can't tell when someone is upset shouldn't be answering your customers.