---
schema_version: "1"
id: 48918b74a3a641fcf41cb37c45a6d3c43e007871177b47cbda105b54ddf48894
title: View Real-Time Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/csi_view_rti.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.csi_view_rti.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f918d8ce6b8bf7a99cef52923eef28b6cd36377cdcba43c62c2c3e69f536e253
description: See sentiment insights for your cases in real-time so you can take effective action to help your customers.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# View Real-Time Insights

See sentiment insights for your cases in real-time so you can take effective action to help your customers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited,</strong> and <strong>Developer</strong> Editions with the Customer Experience Intelligence, Service Planner, and Adaptive Experience add-ons</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5350e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5350e71 ">To view real-time insights:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5350e71 ">
              <p>Data Cloud User</p>
              <p>AND</p>
              <p>Access Agentforce Default
                Agent</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Service Planner User</p>
            </td>

          </tr>
        </tbody>
      </table>

Make sure that your admin has added the [Service Assistant widget to Cases](https://help.salesforce.com/s/articleView?id=service.csi_rti_widget.htm&release=264.0.0&type=5 "Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice.").

1. From Apps, open **Cases**, **Messaging Sessions**, or **Voice**.
2. Open the case, messaging session, or voice call record that you want to view real-time insights for.
3. In the Service Assistant, go to Real-Time Sentiment and view insights. For cases, insights are updated based on the threshold selected for time interval and/or message count. For messaging sessions, insights are updated when any of these conditions is met, whichever occurs first- 5 new messages since the last calculated sentiment, 10 minutes have elapsed since the first message following the last calculated sentiment, or the sum of character counts across all messages (both rep and customer) since the last calculated sentiment is ≥ 500 characters.
    
    ![See real-time insights in the Service Assistant widget.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_view_insights.png)
4. Every time the sentiment for the case changes, you and your supervisor get an in-app notification.