---
schema_version: "1"
id: 802935708e65a5b5b5dfd0e4d2d3cfbba83f62630aadc6cc8d5b433d40894e37
title: Auto-Generated Sentiments of Call Conversations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_conversation_sentiments.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f10d079840e4814a2d07adfb291c3442374f9dae14ce9cf585dfec70193ea89f
description: Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Auto-Generated Sentiments of Call Conversations

Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<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;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

Sentiment Journey is available for Salesforce orgs in the North America region only.

After a call ends, you can view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. For example, to identify what was said when negative sentiments occur, play the recording at those moments. A rep can then follow up with the customer to turn negative experiences into positive ones. A supervisor can also coach the rep to improve the way they handle calls.

![The agent and customer sentiments appear in the Voice Call record if the components are added to the page layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_sentiment_with_marker.png)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Salesforce Voice generates the Sentiment Journey graph and shows the sentiment scores based on sentiments received from the telephony provider.

For additional post-call analysis, Einstein Conversation Insights provides out-of-the-box insights based on customer-defined keywords.

1. **[Complete the Conversation Sentiment Prerequisites for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)**  
    For sentiments coming from Amazon Connect Contact Lens, complete these prerequisites before you configure conversation sentiments.
2. **[Create an EventBridge Rule for Amazon Sentiment Signals](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)**  
    For sentiment signals coming from Amazon Connect Contact Lens, create an EventBridge rule to define the trigger mechanism between Amazon S3 and the PostCallAnalysisTriggerFunction Lambda function.
3. **[Let Reps and Supervisors View Sentiments of Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)**  
    To enable reps (agents) and supervisors to view the rep’s and customer’s sentiments, add the Call Audio Player to the Voice Call page layout. You can also add the Agent Sentiment Score and Customer Sentiment Score fields to the Voice Call page layout. To identify sentiment trends for your contact center or reps, add the Agent Sentiment Score and Customer Sentiment Score fields to a Salesforce report.

## Complete the Conversation Sentiment Prerequisites for Amazon Connect

For sentiments coming from Amazon Connect Contact Lens, complete these prerequisites before you configure conversation sentiments.

1. [Verify that Contact Lens is enabled](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_contact_lens_verification.htm&language=en_US). By default, Contact Lens is enabled.
2. [Verify that Contact Lens is enabled in your contact flows](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_speech_analytics_enable.htm&language=en_US).
3. Verify that you have the Amazon Web Services IAM admin permissions with the ability to create Amazon EventBridge rules. See [Amazon EventBridge setup and prerequisites](https://docs.aws.amazon.com/eventbridge/latest/userguide/eb-setup.html).
4. Upgrade your contact center to at least version 10.0. See [Salesforce Voice Contact Center Updates](https://help.salesforce.com/s/articleView?id=000390799&type=1&language=en_US) and [Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_cc.htm&language=en_US).

## Create an EventBridge Rule for Amazon Sentiment Signals

For sentiment signals coming from Amazon Connect Contact Lens, create an EventBridge rule to define the trigger mechanism between Amazon S3 and the PostCallAnalysisTriggerFunction Lambda function.

1. From the AWS Management Console, go to **Amazon EventBridge** | **Rules**.
2. Click **Create rule**.
3. In the Define rule detail screen, give the rule a name and optional description. Leave the other default settings.
    
    ![The name and the description of the rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_define_rule.png)
4. Click **Next**.
5. In the Build event pattern screen, scroll down to the Event pattern section and click **Custom patterns (JSON editor)**.
6. Copy the following JSON sample event and paste it into the Event pattern text box, replacing the name of the bucket to your contact center’s S3 object name:
    
    ```
    {
      "detail-type": ["Object Created"],
      "source": ["aws.s3"],
      "detail": {
        "bucket": {
          "name": ["contactcenter-694266641768"] //replace with CC S3 bucket name
        },
        "object": 
        {"key":
         [{"prefix": "Analysis/Voice"}]
        }
      }
    }
    ```
    
    ![The event pattern in JSON format](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_event_pattern.png)
7. Click **Next**.
8. In the Select target(s) screen, set the Select a target dropdown to **Lambda function**, and set the Function to the  **PostCallAnalysisTriggerFunction**.
    
    ![The eventbridge for the ContactLensProcessorFunction Lambda function](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_select_targets.png)
9. Click **Next** twice.
10. In the Review and create screen, review the settings for your new EventBridge rule, and click **Create rule**.

After you configure the Contact Lens settings and EventBridge rule, when a customer hangs up from a voice call, Contact Lens processes the call data and saves the transcript file to the contact center Amazon S3 bucket. Every time a file is added to the S3 bucket, the EventBridge rule triggers the PostCallAnalysisTriggerFunction Lambda function to read the files in the S3 bucket, prepare the data, and save the data to the Salesforce database.

## Let Reps and Supervisors View Sentiments of Call Conversations

To enable reps (agents) and supervisors to view the rep’s and customer’s sentiments, add the Call Audio Player to the Voice Call page layout. You can also add the Agent Sentiment Score and Customer Sentiment Score fields to the Voice Call page layout. To identify sentiment trends for your contact center or reps, add the Agent Sentiment Score and Customer Sentiment Score fields to a Salesforce report.

#### See Also

- [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&release=264.0.0&type=5 "To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.")