---
schema_version: "1"
id: 5f3b0b7deaba6c2d228a096325d4a778592d96b4357996815ca9f1004f2888af
title: Set Up Standard Channels in Customer Signals Intelligence
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/task_cxi_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.task_cxi_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8eb6f460762389792be6e961043364245a15d6e693b8bbe0d5b7d97ee0f593d2
description: Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Standard Channels in Customer Signals Intelligence

Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email.

### 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;">Chat available in: <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;language=en_US" target="_blank">View required editions</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Voice available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Salesforce Voice with Telephony Providers</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Survey available in: <strong>Enterprise</strong>,&nbsp;<strong>Unlimited</strong>, and&nbsp;<strong>Developer</strong>&nbsp;Editions with the Feedback Management - Starter and Feedback Management - Growth licenses</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="d4608e93">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To enable Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 "><a href="https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&amp;language=en_US" target="_blank">Set Up Enhanced Chat </a></td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To enable Voice:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">
              <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&amp;language=en_US" target="_blank">Set Up Salesforce Voice with Telephony
                  Providers</a></p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To access Surveys:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">
              <p>Salesforce Advanced Features Starter</p>
              <p>OR</p>
              <p>Salesforce Surveys Advanced Features</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Read on Surveys and Survey Responses</p>
            </td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png)

Note Cases and Email are available based on your license and no user permissions are required to enable Cases and Email. For Chat, Customer Signals Intelligence supports only Enhanced In-App Chat and Enhanced Web Chat channels.

1. To set up voice and chat channel, you must enable sharing conversation transcripts. From Setup, open **Conversation Transcripts on Data Cloud**.
2. Select the data space where Customer Signals Intelligence is enabled, and turn on sharing conversation transcripts with Data Cloud.
    
    ![Turn on sharing conversation transcripts.](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_conversation_transcript.png)
3. Click **Enable**.
4. From Setup, use Quick Find to go to Customer Signals Intelligence.
5. From Configure Channels and Insights, click **Set Up**.
6. Navigate to the channel you want to install, and click **Install**.
7. Accept the terms of use.
8. Select the insights you want to generate for the channel. The number of insights you select directly affects the Flex credits that are consumed.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Contact Reason Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Identify contact reasons or themes in customer behavior for insights into preferences. For example, if customers frequently complain of calls being dropped, the contact reason is dropped calls.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Targeted Sentiment</td><td class="slds-cell-wrap" style="vertical-align:top;">When multiple aspects are included in customer interaction, sentiment is associated to specific objects. For example, the flight was delayed but the food was good. The delay is associated with a negative sentiment and the food is associated with a positive sentiment.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Sentiment</td><td class="slds-cell-wrap" style="vertical-align:top;">Measure the overall sentiment of customers for a product or service. For example, the flight was on time. The sentiment insights generated are positive.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Entity Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Identify and categorize specific information from customer interactions or feedback. For example, product and customer names.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Key Phrase Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Extract the most important phrases from a text to summarize key points or reasons for contact from customer feedback. For example, the experience was not great due to appalling service. Here the key phrase is appalling service.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Product Insights Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Extract actionable insights from customer feedback, including sentiment towards the product, positive and negative features mentioned in customer reviews, and the reasons customers contacted support. Products are identified based on the products uploaded in the Product DMO. Products are identified from the interactions and mapped to the uploaded products in the DMO and the sentiment is matched.</td></tr></tbody></table>
9. Select the date from when you want to start processing data for the channel and click **Install**. The start date determines how much historical data the channel processes. Choose the start date based on how far back you need visibility. The start date directly controls data volume that is processed and the flex credits that are consumed in the process. For details on credit consumption, see [Billing Considerations](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&type=5&language=en_US).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png)
    
    Note For a cold start, depending on the volume, it can take up to 24 hours for the entire volume to be processed and insights to be visible.
10. On subsequent logins, you can also [pause](https://help.salesforce.com/s/articleView?id=service.csi_pause_data_transform.htm&release=264.0.0&type=5 "To stop generating insights temporarily and reduce flex credit consumption, pause the data transform. Data processing stops across the entire pipeline and any in-progress processing is terminated within 20 minutes. Interactions that were being processed when the transform was paused can't be processed again.") and edit processing dates for your data transform from here.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png)

Note To use Data Governance features, grant permissions to the listed objects per your chosen policy according to [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). If you have more than one data space, you must grant access to objects in each data space. Object names in non default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>.

#### See Also

- [Billing Considerations for Customer Experience Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&type=5&language=en_US)
- [Bulk API 2.0 and Bulk API](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/asynch_api_intro.htm)
- [Salesforce DataLoader](https://developer.salesforce.com/tools/data-loader)
- [Data Import Wizard](https://help.salesforce.com/s/articleView?id=xcloud.data_import_wizard.htm&type=5&language=en_US)
- [Amazon S3 Connector](https://developer.salesforce.com/docs/data/data-cloud-int/guide/c360-a-awss3-connector.html)