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Documentation Index

Fetch the complete documentation index at: https://docs.clarky.ai/llms.txt

Use this file to discover all available pages before exploring further.

Plan availability: Startup or higher for sentiment analysis. Escalation detection and human takeover require Standard or higher. See Plans & Billing.

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Overview

The Analysis settings page brings together three related features that help you keep an eye on conversations and step in when it matters:

Sentiment Analysis

Score each conversation and alert you when the mood turns negative.

Escalation Detection

Notice when a user explicitly asks for a human and trigger an alert.

Human Takeover

Let a teammate jump into the conversation and take over from the AI.
You’ll find all of these under Settings > Analysis for the agent you want to configure.

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Sentiment Analysis

Clarky analyzes the tone of every conversation in the background and assigns a sentiment score from 0 (very negative) to 100 (very positive). When a conversation drops below the threshold you set, Clarky raises a bad sentiment alert so you can review what went wrong — or reach out before the user churns.

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Enabling Sentiment Analysis

1

Open Analysis settings

Go to Settings > Analysis for the agent you want to configure.
2

Toggle Sentiment Analysis on

Use the switch next to Sentiment Analysis. It’s on by default for most agents.
3

Adjust the threshold

Drag the Positive Sentiment Threshold slider to set the score below which a conversation is flagged. The default is 60, and the slider runs from 1 to 100.
4

Save your changes

Click Save at the bottom of the page once you’re happy with the values.

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Choosing a Threshold

  • Lower values (around 30–50) flag only clearly negative conversations. Good if you only want alerts for serious issues.
  • Default (60) is a balanced starting point — flags conversations that are noticeably frustrated or unsatisfied.
  • Higher values (70–80) flag anything that isn’t clearly positive. Good for high-touch customer success teams who want to follow up on lukewarm conversations.
You can reset the threshold to the default value of 60 at any time using the Reset to default button in the upper-right corner of the section.

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What Happens When a Conversation Is Flagged

When a conversation’s sentiment score drops below your threshold:
  • It’s marked as a bad sentiment conversation in the inbox
  • A notification can be sent to your team (configured in Notifications)
  • A conversation.bad_sentiment event fires, which can trigger a webhook

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Escalation Detection

Escalation detection requires the Standard plan or higher.
Even when an agent is doing its job well, some users specifically want to talk to a human. Escalation Detection watches conversations for those moments and raises an alert so a teammate can jump in.

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Enabling Escalation Detection

Toggle the Escalation Detection switch on. By default, Clarky uses its built-in rules to recognize phrases like “Can I talk to a human?” or “Is there an agent available?” When triggered:
  • The conversation is flagged in the inbox
  • An conversation.escalation_requested event fires for webhooks
  • Notifications are sent according to your Notifications preferences

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Custom Detection Rules

If the default rules are too sensitive — or not sensitive enough — you can replace them with your own.
1

Toggle Custom Detection Rules

Inside the Escalation Detection section, switch on Custom Detection Rules. The text area pre-fills with Clarky’s default rules so you have a starting point.
2

Edit the rules

Update the conditions to match how you want escalations to work. Be explicit — describe the kinds of phrases or situations that should and shouldn’t count as a request for a human.
3

Save

Click Save to apply your custom rules.
If you want to go back to the defaults, simply turn the Custom Detection Rules toggle off — Clarky will resume using the built-in rules.

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Timeout Message

When a user asks for a human and no teammate responds quickly, you can have Clarky send an automated reassurance message so the user isn’t left hanging.
1

Enable Timeout Message

Inside the Escalation Detection section, toggle Timeout Message on.
2

Set the wait time

Choose how long Clarky should wait before sending the message. Allowed values are 1 to 10 minutes.
3

Write the message

Enter the text the agent should send if no human joins in time. A common pattern:
I’m sorry we haven’t responded yet. We have your contact information and someone will be in touch shortly.
4

Save

Click Save. The message is sent automatically as an assistant response when the wait time elapses without a human takeover.
If you clear the message field and save, the timeout feature is automatically disabled — there’s no separate “off” state to manage.

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Human Takeover

Human takeover requires the Standard plan or higher.
Human Takeover allows a teammate to step into a live conversation and respond as a human, pausing the AI agent. It’s the natural pairing for escalation detection — once you know a user wants a human, your team needs a way to step in.

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Enabling Human Takeover

In the Human Takeover section, toggle the Human Takeover switch on, then click Save. When enabled:
  • Teammates can take over any active conversation from the inbox
  • The AI pauses while a human is actively responding
  • The user sees messages from the human teammate in the same conversation thread
  • Either the human can hand control back to the AI, or the conversation can simply end
Pair Human Takeover with Escalation Detection and a Timeout Message for the smoothest workflow: Clarky catches escalation requests, alerts your team, sends a holding message if no one responds in time, and lets a teammate take over the moment they’re available.

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Saving Changes

Changes on the Analysis page are batched. A Save button only appears when you have unsaved changes — once you click it, the new settings take effect immediately for new conversations.

Webhooks for analysis events

Forward bad sentiment and escalation events to Slack, Zapier, or your own systems.

Notification preferences

Decide which alerts go to your inbox, mobile app, or browser.

Back to Settings

Return to Settings overview