What functionality can trigger an automatic action based on topic & sentiment?

JoycaVJoycaV BelgiumCommunity Member Sage ✭✭✭

What functionality can trigger an automatic action based on topic & sentiment?

Hi,

At SAPPHIRE conference, the following was shown in one of the sessions:

https://youtu.be/7J2L3mTdQjU?t=1283

When you leave feedback in a freetext box, Qualtrics can detect the topic & sentiment, and trigger an action to another system like slack/zendesk depending on the detected topic.

Now, as far as I know, in the Action framework when you trigger on "Survey Response", TextIQ hasn't run yet. You don't know the topic/sentiment yet. See also idea https://www.qualtrics.com/community/discussion/7610/action-ticket-or-email-based-on-textiq-topic-and-or-sentiment.

So how does it work then, what Kylan explains in the video?

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