# Emoji & Intent Analysis

> Understand how users express reactions through emojis and what their underlying intentions are in mentions.

> Understand how users express reactions through emojis and what their underlying intentions are in mentions.

Kommon Poll helps you move beyond basic sentiment by analysing **emoji usage** and **user intent**. These insights give you a clearer picture of how people feel and what actions they expect from your brand.

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## 6.2.1 Emoji Analysis

Emoji analysis allows you to understand emotional reactions expressed through emojis in conversations.

### 🔎 How to Access Emoji Analysis

1. Open your **project/search**.
2. Go to the **Mention Analysis** tab.
3. Select **Emoji Analysis**.

You will now see a view similar to the provided image, which includes:

![Emoji cloud and count chart showing frequencies of reactions](/assets/img/docs/emoji/kommon-snap-1764073503564.png)

### 📌 What You Will See

- **Emoji Cloud**

A visual cluster of the most frequently used emojis. Larger emojis represent higher usage.
- **Emoji Count Chart**

A bar chart showing how many times each emoji was used in the captured mentions.

This helps identify:

  - Most dominant reactions
  - Positive and negative emotional patterns
  - Which emojis appear during spikes or key events

### 📘 How to Use Emoji Insights

- Identify emotional drivers behind key conversations
- Detect early warning signals (e.g., sudden rise in 😡 or 😭)
- Recognize positive waves during campaigns (🔥 😍 🙌 ❤️)
- Add visual clarity to reports (“Users reacted with 😡 and 😭 during the outage”)

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## 6.2.2 Intent Analysis

Intent analysis helps you understand **what users are trying to achieve** in their mentions — whether they are complaining, asking questions, praising, requesting support, or sharing feedback.

### 🔎 How to Access Intent Analysis

1. Go to the **Sentiment** tab of your project/search.
2. Scroll to the **bottom of the page**.
3. You will find the **Intent Analysis** section (same as shown in the provided image).

![Intent analysis dashboard with heatmap, trends, and donut charts](/assets/img/docs/emoji/kommon-snap-1764073672369.png)

### 📌 What You Will See

Intent Analysis includes:

- **Intent Blocks / Heatmap**

Colour-coded blocks representing each intent category (e.g., inquiry, complaint, praise, engagement, promotions).

Each block shows:
  - Intent type
  - Number of mentions
- **Intent Trends Over Time**

A line/area graph showing intent distribution across selected dates.

This allows you to identify:
  - Which intents spike during specific events
  - Whether complaints, inquiries, or praises are rising
  - Seasonal or campaign-related behaviour

### 📘 Common Intent Categories

- Inquiry
- Complaint
- Support request
- Praise
- Feedback
- Engagement
- Promotions & sales
- Product/service details
- Comparisons
- Advocacy

### 📘 How to Use Intent Insights

- Prioritize operational responses:

  - Complaints → Support teams
  - Inquiries → Sales or social care
  - Praise → Marketing & community
- Understand what customers need at different times
- Detect hidden issues (e.g., sudden rise in complaint intent)
- Support decision-making for campaigns and service improvements

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## Summary

By using Emoji Analysis and Intent Analysis:

- You gain deeper behavioural insights beyond sentiment
- You understand both **emotional reactions** and **user motivations**
- You can respond smarter and faster based on what customers express and expect

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