Monitor real-time customer sentiment

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.

As an agent, when you interact with your customers, you want to know the sentiments they're experiencing in real time. Analysis of the customer's satisfaction level helps you understand how serious the problem is and develop a course of action to solve it. In Omnichannel for Customer Service, you can see the customer's satisfaction levels instantly while you communicate with the customer.

View real-time customer sentiment

A customer's real-time sentiment is displayed at the top of the communication panel. The sentiment icon changes dynamically based on the six most recent customer messages sent to you.

When you get an incoming conversation request, you accept the request and communicate with the customer. By default, you see the neutral sentiment icon, which indicates that at this moment the customer's satisfaction level is neutral. As you continue to communicate with the customer, the sentiment icon changes dynamically according to the conversation.

When a conversation is escalated from a bot, the sentiment icon you see is based on the previous messages exchanged between the customer and the bot.

Very positive sentiment

Understand real-time customer sentiment

The sentiment analysis is an automatic and unbiased measurement of satisfaction levels of the customer in real time.

The sentiment icons displayed on the communication panel are as follows:

Sentiment Icon
Very positive Very positive sentiment
Positive Positive sentiment
Slightly positive Slightly positive sentiment
Neutral Neutral sentiment
Slightly negative Slightly negative sentiment
Negative Negative sentiment
Very negative Very negative sentiment


The real-time sentiment is shown to you only if the supervisor or administrator has enabled sentiment analysis for a queue where you've been added as a member.

If profanity is detected in English, the sentiment is displayed as Negative or Very negative.

Preview: Multi-language sentiment

Multi-language sentiment displays sentiment scores on some non-English conversations.


Multi-language sentiment is only available if the administrator enables it for you.

To learn more, see multi-language sentiment.


Real-time sentiment analysis in Omnichannel for Customer Service

To view more videos on Omnichannel for Customer Service, see Videos.

See also