Phone, SMS and WhatsApp sentiment, scored 1–10
SentiTrack scores the tone of call transcripts, SMS and WhatsApp messages on the same 1–10 scale as email, then rolls it up across teams and locations. The text is scored, then discarded — only the number and metadata remain.
Voice and telephony sentiment analysis is the automated scoring of the emotional tone of phone calls, SMS and messaging conversations. SentiTrack connects Twilio, RingCentral and 3CX to score each call transcript, SMS and WhatsApp message 1–10 — from hostile to warm — storing only the score plus metadata, never the content.
Tone on the phone is invisible until it churns a customer
A frustrated caller, a curt support agent, a sales rep losing warmth over weeks of texts — none of it shows up in a CRM until the deal is lost or the customer leaves. Listening to recordings doesn't scale, and storing raw call audio and message logs is exactly the privacy liability you want to avoid.
One score for every channel, not a recording archive
SentiTrack turns each call transcript, SMS and WhatsApp message into a single 1–10 sentiment score and a stable topic, then aggregates it alongside your email and chat data — so voice tone sits on the same graphs as everything else, without anyone re-reading a transcript.
- Connect Twilio, RingCentral or 3CX — call transcripts, SMS and WhatsApp
- Same 1–10 scale and same Net Graph and Time Graph as email and chat
- Direction (internal vs external) detected automatically from the participant
- Transcripts and message text scored in memory, then discarded — only metadata is written
From call to insight in three steps
Link Twilio, RingCentral or 3CX, or post any transcript to the developer /ingest API. Call transcripts, SMS and WhatsApp messages flow to SentiTrack — no recording archive to manage.
SentiTrack sends the transcript or message text to your chosen AI provider for a 1–10 sentiment score and extracts a stable topic across paraphrases — scored the way a manager reads tone.
Only the score, participants, timestamp, direction and a subject hash are written. Scores aggregate into the same Net Graph, Time Graph and reports as your email and chat — by team, location or any attribute.
Calls, SMS and WhatsApp use the identical 1–10 scale as email and chat, so cross-channel tone lives on a single graph.
Falling sentiment with a customer or between teammates shows up as a reddening edge weeks before it reaches a complaint or churn.
Because transcripts and message bodies are never stored, there's nothing to leak, subpoena or mishandle — only aggregate scores.
English, German, French, Italian, Spanish, Russian and Turkish are scored in-language (Arabic too) — no per-language setup.
Use the bundled SentiAI engine or bring your own Anthropic, OpenAI or Gemini key for unlimited scoring.
Use the Twilio, RingCentral and 3CX connectors, or push any transcript through the developer /ingest API.
We score the transcript, then throw it away
Storing sentiment alongside identifiable employees and demographic attributes can be special-category data under GDPR Article 9. SentiTrack minimizes that exposure by never persisting call transcripts, SMS or message text: your database holds only a 1–10 score and non-content metadata.
- Zero call transcripts or message bodies retained
- Zero subjects stored in plaintext (hash only)
- Per-org Fernet-encrypted keys for bring-your-own-AI
- Hard-delete endpoint plus a configurable retention window (default 365 days)
Voice & telephony sentiment analysis — FAQ
Does SentiTrack store call recordings or transcripts?
No. SentiTrack sends a call transcript, SMS or WhatsApp message to your chosen AI provider only to compute a 1–10 score, then discards it. Your database stores only the score, participants, a timestamp, the direction and a subject hash — never the transcript, message text or audio.
Which telephony and messaging providers does SentiTrack support?
SentiTrack connects to Twilio, RingCentral and 3CX to score phone-call transcripts, SMS and WhatsApp messages. Any other source of text can be scored through the developer /ingest API, so you can feed transcripts from systems we don't connect to natively.
How does call sentiment analysis work in SentiTrack?
SentiTrack receives each call transcript, SMS or WhatsApp message from your connector, sends the text to your chosen AI provider for a 1–10 sentiment score, then discards the text. Only the score and non-content metadata are stored, and it rolls up onto the same graphs as email and chat.
Is voice and SMS sentiment tracking GDPR-compliant?
SentiTrack is built to minimize personal-data exposure by never persisting transcripts or message content — only a 1–10 score and metadata. The lawful basis, any DPIA, and consent remain the customer's responsibility under the Terms of Service, since the customer decides what is monitored and whom.
Can I see voice sentiment on the same dashboard as email?
Yes. Calls, SMS and WhatsApp use the identical 1–10 scale as email and chat, so they appear on the same Net Graph, Time Graph, topic clusters and reports. You can aggregate voice tone by department, location, role or any custom employee attribute.
How accurate is the 1–10 score on a call transcript?
SentiTrack scores each transcript the way a manager reads tone — curt-but-fine, frustrated or genuinely warm — rather than flagging a terse line as negative. You can choose a frontier model (Claude, GPT or Gemini) for maximum accuracy or run the bundled SentiAI engine.
Put voice tone on the same graph as everything else
Connect Twilio, RingCentral or 3CX in minutes, or explore the live demo with sample data first. Month-to-month, cancel anytime.