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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | Mar 2026 | Apr 2026 |
Business value
This capability provides an immediate view of customer sentiment, helping agents and supervisors identify potential escalations early and respond proactively. By consolidating sentiment across email, chat, and voice into a single, easy‑to‑interpret indicator, it supports better case prioritization and service decisions. Surfacing sentiment directly in case forms and grids also reduces time spent reviewing interactions, improving agent efficiency and overall service quality.
Feature details
Scope
- Displays case sentiment directly on cases and in case grids.
- Uses channel‑level sentiment signals weighted by recency and admin‑configured channel weights.
Experience
Case sentiment appears on the case form, enhanced Active Cases grid, and agent inbox card (when added to the agent profile). It updates automatically when new emails arrive or conversations close, provided sentiment is enabled.
Setup
- Administrators enable Case sentiment (preview) in Case settings and configure channel weights.
- Administrators enable email sentiment visibility and add the Sentiment field to agent profiles/inbox record types.
Output
Displays a sentiment score and icon representing the combined emotional tone of recent interactions. The score reflects channel weight, interaction recency, and per‑interaction sentiment, and recalculates automatically as new interactions are received.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.