Conversation message and message sentiment shift notification
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts | - | - |  Apr 3, 2020 |
Business value
Customers can be highly emotional in their engagement with support when the severity and impact of the issue is high. Understanding customer sentiment and the rapid shifts that might occur during the support engagement enables service delivery to quickly tune messaging to improve customer sentiment and provide the best support.
Feature details
This feature allows administrators to define thresholds for sentiment shift from positive to negative so that agents and supervisors get timely alerts to indicate sentiment shift and allows them to take actions.
This feature allows the following:
- Set up alerts and display them to agents and supervisors when a conversation is drifting toward a negative sentiment.
- Configure notifications for the sentiment drifts.
- Indicate the conversational sentiment shift appropriately in the session tab so that an agent (who is working on multiple conversations) is drawn toward the conversation that is trending low on sentiment and must be addressed with immediate remedial steps.