---
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title: Drive Faster Service Decisions on Calls with Real-Time Sentiment Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_csi_sra_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_sra_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
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description: Customer Signals Intelligence brings real-time sentiment insights to voice calls. Now your service team gets the same visibility for calls that it has for case and messaging. Reps see sentiment shift as a voice conversation unfolds, and supervisors use trend data across calls to make data-driven staffing decisions. This visibility helps your team maintain service consistency and handle high-pressure voice interactions with confidence.
products:
  - Cross Cloud
release: "264"
---
# Drive Faster Service Decisions on Calls with Real-Time Sentiment Insights

Customer Signals Intelligence brings real-time sentiment insights to voice calls. Now your service team gets the same visibility for calls that it has for case and messaging. Reps see sentiment shift as a voice conversation unfolds, and supervisors use trend data across calls to make data-driven staffing decisions. This visibility helps your team maintain service consistency and handle high-pressure voice interactions with confidence.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with the Customer Signals Intelligence add-on and either the Agentforce for Service or Agentforce 1 add-on. You also need the Service Planner and Adaptive Experience add-ons.

**Who:** To set up real-time insights for voice calls, you need the Data Cloud Admin, Agentforce Default Admin, and Service Planner Builder permission sets. To view real-time insights during voice calls, you need the Data Cloud User, Access Agentforce Default Agent, and Service Planner User permission sets.

**How:** Real-time sentiment insights for voice calls require Service Assistant for Voice, which you set up from the **Voice** tab of the Service Assistant Setup page. After you set up eligibility criteria for voice and user access, go to Customer Signals Intelligence Setup and from **Real-Time Insights** turn on real-time insights for the Voice channel.

#### See Also

- [_Salesforce Help:_ Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&type=5&language=en_US)
- [_Salesforce Help:_ Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&type=5&language=en_US)
- [_Salesforce Release Notes:_ Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Voice Calls](https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_vc.htm&release=264&type=5&language=en_US)