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View Real-Time Insights
See sentiment insights for your cases in real-time so you can take effective action to help your customers.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions with the Customer Experience Intelligence, Service Planner, and Adaptive Experience add-ons |
| User Permissions Needed | |
|---|---|
| To view real-time insights: | Data Cloud User AND Access Agentforce Default Agent AND Service Planner User |
Make sure that your admin has added the Service Assistant widget to Cases.
- From Apps, open Cases or Messaging Sessions.
- Open the case or messaging session that you want to view real-time insights for.
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In the Service Assistant, go to Real-Time Sentiment and view insights. For cases,
insights are updated based on the threshold selected for time interval and/or message
count. For messaging sessions, insights are updated 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.
- Every time the sentiment for the case changes, you and your supervisor get an in-app notification.
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