Core concepts
Feedback, clusters, end users, health, questions, webhooks — the whole vocabulary.
The pipeline
#Every piece of feedback — however it arrives — flows through the same five stages. Once you have this picture, the rest of the product is just views onto it.
Ingest
A widget message, an API call, a synced ticket, or a CSV row arrives as raw text plus optional identity and metadata.
Redact
PII (emails, phone numbers, card fragments, names) is stripped before anything is stored. The redacted text is canonical — the original is never persisted unless you opt in.
Enrich
One AI pass adds sentiment, a type (bug, feature request, praise, question, complaint), emotions, and detected language.
Cluster
The item is embedded and grouped with others that mean the same thing — not the same keywords. Themes form, grow, and reopen on their own.
Act
Themes surface in triage, health scores update, revenue-at-risk is recomputed, and alerts fire if something crosses a threshold.
The vocabulary
#Six nouns cover the entire product:
| Parameter | In | Description |
|---|---|---|
Feedback item | noun | One piece of user input — a widget message, a support-ticket excerpt, a survey answer. You send raw text; Sentriment returns it enriched. |
Cluster (theme) | noun | A group of items that mean the same thing. Carries counts, a sentiment mix, revenue at stake, and a lifecycle: emerging → active → resolved, reopening automatically if the issue returns. |
End user | noun | One of your users, identified by the userId and/or email you attach. Holds traits (plan, company, MRR), a health score, and is the unit for GDPR requests. |
Health score | noun | An explainable 0–100 score per user derived from their recent feedback sentiment and emotion — your churn early-warning system. |
Tracked question | noun | A saved Ask question (e.g. “what do users think of pricing?”) that re-answers itself over time with a verdict: positive, mixed, negative, or honest insufficient-data. |
Webhook | noun | A URL on your side Sentriment calls the moment something happens — analysis ready, a theme regressing, a user turning at-risk — so you react instead of polling. |
PII redaction
#Sentriment is built for regulated teams, so redaction is not optional and not after-the-fact. Two layers run before storage: a fast regex pass for well-formed PII, then an AI sweep for what people actually write (spaced-out emails, partial card numbers, names in prose). The stored text is the redacted text.
EU by default
All processing and storage happens in the EU. See Identifying users for how identity data is handled and erased, and the API reference for the GDPR access and erasure endpoints.