if its actually a negative sentiment (ie, poor service, sales person not communicating etc) it should be tracked as a negative however when a customer is saying "oh it only sent me 1 picture", or "i dont think i can get approved because i dont have a co signer" maybe dont have it marked negatively, the salesperson is doing their job and attempting to help the customer who isnt even unhappy

Thanks for raising this, Joseph Covey — totally hear what you mean. Quick clarifying questions so we can make sure we’re looking at the right thing: when you say it’s getting “marked as negative,” is that a sentiment label on the conversation, a score on the customer, or something you’re seeing in a report/metric? And in which cases should it be considered negative — just co-signer/financing disappointment, or other “sad but not actually negative” situations too? Lastly, what would you prefer we do instead in those moments (e.g., no label, neutral, or tracked separately as a non-negative concern)?