Configure sentiment analysis for emails

Email sentiment analysis helps customer service representatives and supervisors understand the tone of incoming customer email communications. The application uses natural language processing (NLP) and machine learning (ML) to analyze the sentiment expressed in customer emails.

The application displays sentiment intensity indicators based on the content and tone of incoming customer emails. Email sentiment intensity is measured across seven levels: three positive, three negative, and one neutral. These levels help provide insight into customer sentiment.

Email sentiment analysis supports multiple languages. The application uses the Microsoft Azure Text Translator API to translate and score emails written in more than 40 languages for sentiment. This capability enables comprehensive coverage of global customer communications.

Note

• Non-English conversations are translated to English and then scored.
• Unsupported languages don't receive a sentiment score.
• If profanity is detected in English, the sentiment shows as Negative or Very negative.

Prerequisites

You have the CSR Manager and System Administrator role to enable the feature.

Add connections and enable Power Automate flow

1. Go to make.powerapps.com.

2. In Connection references, add the following connection references:

   • Microsoft Copilot Studio EmailSentiment-aec03
     

   • Microsoft Dataverse EmailSentiment-2869b

3. Go to Cloud flows and turn on the EmailSentiment flow.
   

4. Publish your changes.

Enable email sentiment analysis

1. In the site map, go to Email settings > Email sentiment.
2. Turn on the toggle for Email sentiment.
3. Select Save.

Turning on email sentiment enables sentiment analysis for incoming customer emails across your organization.

After email sentiment is configured, sentiment is generated for incoming customer emails that meet the configured criteria.

You can use the rule builder to define which incoming customer emails sentiment is generated for.

Configure sentiment analysis in inbox

1. Go to Support experience > Workspaces.
2. In Workspaces, select Manage for Agent experience profiles.
3. Select Customer Service workspace inbox-default profile.
4. Select Edit on the Inbox section.
5. On the Inbox settings dialog, do the following:
   1. Select Inbox record types and then select Email.
   2. Select the ellipsis to add the Sentiment field and Sentiment icon. Learn more in Custom card configuration.

Important

Email sentiment is automatically available on the out-of-the-box (OOB) email form and the enhanced email form.

If your organization uses custom email forms, you must add the Sentiment field to the form to display sentiment.

Related information

View email sentiment