Enable sentiment analysis

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Enable sentiment analysis for supervisors to view the real-time sentiment of conversations on the Omnichannel Ongoing Conversation dashboard in Omnichannel for Customer Service. You can enable or disable real-time sentiment through Sentiment Analysis Settings in Omnichannel Administration.


Sentiment analysis is enabled by default.

  1. Go to https://yourorganization.dynamics.com/apps and select the Omnichannel Administration app.

  2. Go to Settings > Sentiment Analysis and select Real-Time Sentiment Analysis.

    Select Sentiment analysis

  3. On the General tab, select Enabled as Yes.

    Enable sentiment analysis

  4. To enable multi-language sentiment (preview):

    a. Go to the General tab.

    b. Select Multi-language support enabled as Yes.

    Enable multi-language sentiment

    After you enable multi-language sentiment, you can view scores in the Omnichannel Insights Dashboard.


    If you turn off multi-language sentiment, you can't view the real-time score of non-English conversations. However, the Omnichannel Insights Dashboard displays the scores for conversations that were previously scored.

    Enabling multi-language sentiment also provides scoring of conversations in more than 40 languages:

    Language list

  5. Select Save.

    Sentiment analysis is now enabled and available.

See also

Monitor conversations