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Turn On Real-Time Insights
Set up real-time sentiment insights for your cases and take effective action to help your customers.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner add-ons |
| User Permissions Needed | |
|---|---|
| To turn on real-time insights: | Agentforce Default Admin AND Data Cloud Admin AND Service Planner Builder |
To see the option to turn on real-time insights, make sure you have turned on Service Assistant in your org.
- From Setup, use Quick Find to go to Real-Time Insights.
- Turn on insights for Case or Chat or both.
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Enter a time interval and/or message count for when real-time insights are
automatically generated. Every time sentiment insights are generated, the system analyzes
the entire case data at that point. This can take a few seconds.
For Case insights, if you set a time interval, insights are recalculated whenever the interval threshold is reached and available at the case record level.
If you set a message count, each case update increments the count and insights are recalculated when the threshold is reached.
If you configure both time and message count, insights are recalculated based on whichever threshold is reached first.
For Chat insights, sentiment refreshes when any of these conditions is met, whichever occurs first - 5 new messages since the last calculated sentiment, 10 minutes have elapsed since the first message following the last calculated sentiment, or the sum of character counts across all messages (both rep and customer) since the last calculated sentiment is ≥ 500 characters.
- Save your changes.
