Tone alerts
Set up Tone alerts so a role is pinged when a customer sounds angry, frustrated, upset, or confused, and understand Mood history on Enterprise
Tone alerts read the emotional tone of a customer's messages in a ticket and, for the tones you choose, ping a role with a 🎭 Tone Alert card in your logs channel. Checking runs until a staff member replies, then stops. This page is for the admin who wants the team warned before a conversation goes wrong. The related Mood history feature, which records how a customer's mood changed over a whole ticket, is covered at the end.
Tone alerts are available on Pro and Enterprise and need the Atlas switch at the top of AI assistant → Atlas plus a logs channel. Mood history (the Mood tab on the ticket page) is a separate Enterprise feature. Upgrade your plan
Setup
Open Atlas
Go to AI assistant → Atlas and find the Tone alerts card.
Switch it on
Turn on the switch on the Tone alerts card. Its settings appear under it.
Add alerts
Under Alerts, click Add alert, choose a tone, choose Ping a role, and pick the role. Repeat for each tone you want alerts for. Tones without an alert are ignored.
Set timing and save
Choose When to check and Wait before checking, then click Save changes in the bar at the bottom of the page.
Settings
| Setting | Values | Default | What it does |
|---|---|---|---|
| Tone alerts (the card's switch) | On, Off | Off | Master switch for this feature |
| When to check | First message only, First 5 messages, Smart timing | Smart timing | First message only checks the first customer message at once. First 5 messages waits for up to five messages and judges the overall tone. Smart timing picks its moment and waits if staff reply quickly |
| Wait before checking | 30 to 300 seconds | 30 | The context window: the bot waits this long after the customer's last message, and the timer resets when they send another |
| Alerts | One row per tone: Ping a role with a role, or Do nothing | None | What to do when each tone is detected |
Tones
| Tone | Typical signs |
|---|---|
| Angry | Capital letters, profanity, threats |
| Frustrated | Repeated complaints, impatience |
| Upset | Disappointment, sadness |
| Confused | Uncertainty, repeated questions |
| Happy | Thanks, positive words |
| Neutral | Plain factual messages |
What happens
- A customer sends a message in a ticket.
- The bot waits Wait before checking seconds after their last message and reads the messages allowed by When to check.
- The AI classifies the tone.
- If that tone has a Ping a role alert, a 🎭 Tone Alert card is posted to the logs channel. It mentions the role and shows
AI detected Frustrated tone in ticket #ticket-0412, then Detected Tone, Confidence, User, and AI Analysis with the reasoning. - Once a staff member replies in the ticket, analysis stops for that ticket to respect the customer's privacy.
The customer sees nothing. The card goes to the logs channel only.
Worked example
A moderation team wants to know about angry customers immediately and about confused ones so a patient helper can step in.
| Tone | Alert |
|---|---|
| Angry | Ping a role: @Senior Support |
| Frustrated | Ping a role: @Senior Support |
| Confused | Ping a role: @Helpers |
| Upset, Happy, Neutral | No alert |
With Smart timing and a 45-second wait, a customer who writes this is the THIRD time I've asked followed 20 seconds later by nobody answers here is analysed once, 45 seconds after the second message, and @Senior Support is pinged with a Frustrated alert.
Mood history (Enterprise)
On Enterprise, the AI assistant → Atlas page also shows a Mood history card, right under Tone alerts. It is on by default and records how the customer's mood changed across the ticket. On Pro the card sits below the available feature cards with an Enterprise badge and a switch that stays off.
- The analysis runs automatically when a ticket is closed and needs at least 3 customer messages.
- Open the ticket in the dashboard and choose the Mood tab to see how the customer's mood changed from start to finish. A ticket that is still open shows
Mood shows up when the ticket closes; a ticket with too few customer messages showsNot enough messages to read the mood. - Across all tickets, the Stats page sums this up under More stats → Customer mood.
- The history is stored on the ticket and follows your ticket retention policy.
Limits and gotchas
Alerts need a logs channel. Without one the analysis still runs but no alert is posted; choose one under General → Logs channel (Post logs in).
- The minimum delay is 30 seconds. Entering a lower value is rounded up when you save.
- A tone with Do nothing produces no card, so add Ping a role alerts only for the tones you want to hear about.
- Tone alerts only ping staff; they do not change priority or escalate the ticket. Use Automatic priority for priority.
Privacy
Message content is analysed only to classify tone and, on Enterprise, to build the mood history. Analysis stops once staff reply. Data is not shared with third parties or used for anything else.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| No alerts at all | The feature or the AI master switch is off, no tone has a Ping a role alert, or no logs channel is configured | Check both switches, add alerts, and choose a logs channel under General → Logs channel (Post logs in) |
| An alert's role shows with a warning sign in the dashboard | The role was deleted in Discord | Pick a current role in that alert |
| Alerts arrive after staff already replied | The check started before the reply | Shorten Wait before checking or use First message only |
| Too many alerts | Neutral or Happy have a Ping a role alert, or the wait is short | Remove those alerts and use Smart timing |
| No mood history on a ticket | The ticket is still open, has fewer than 3 customer messages, or the owner's plan is not Enterprise | Wait for the close, or check the plan |
Common questions
Which plan do I need? Pro or Enterprise for Tone alerts. Mood history on the ticket page needs Enterprise.
Does the customer see the alert? No. Alerts go to the logs channel, which customers cannot see.
Can I alert different roles for different tones? Yes. Add one alert per tone, each with its own role.
Why did the alerts stop mid-ticket? Checking stops once a staff member replies in the ticket. That is by design.
Can it escalate or change priority? No. It only pings. Pair it with Automatic priority or Sorting for those actions.
Where is the mood history? Open the ticket in the dashboard and choose the Mood tab. It fills in after the ticket closes.
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