Advanced Work Assignment Inbox Sentiment display

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.

    With Advanced Work Assignment sentiment, you can:
    • Display the sentiment (negative or positive) in Advanced Work Assignment inbox card for interactions​ during live agent handoff ​and agent transfer.
    • Admin configuration to enable or disable sentiment per service channel.