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How to change/remove Sentiment labels from the case

Modified on Wed, 5 Jul, 2023 at 9:54 AM

In SupportLogic, it is possible to change/remove sentiment labels from the case. To change the sentiment label, go to Console -> open a case with negative/positive/need attention sentiment -> Click on the highlighted sentiment and change the desired sentiment from the displayed drop down. Please refer to the below GIF video on changing the sentiment label.

To remove the sentiment, please repeat the above process and uncheck the sentiment. Once unchecked, the sentiment will be removed from the case. Please refer to the below GIF video on removing the sentiment label.

Also, you can add a custom label for the sentiment. 

To add the custom label for the sentiment, scroll down in the drop down list to the Custom option, where you can select any of the existing custom label for the sentiment. It is also possible to create a new custom label by clicking the settings icon near the custom label, which allows you to add a new or edit an existing label's name and colour. 

Please refer to the below GIF video on the custom label: 

To edit a custom label, the "Customize label" permission should be enabled. You can go to -> Control center -> Manage user -> Customise Label -> Click on the toggle button to enable it.

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