# Sentiment scores

> The sentiment metric can be found on the Insight Panel of any search. Sentiment is scored on an individual message using  Amazon Comprehend's natural-language

Source: https://help.kustomer.com/en_us/sentiment-SkwMPPjbo

Last updated: 2024-09-24T20:22:51.037Z

The sentiment metric can be found on the Insight Panel of any search in the Customer klass. Check out the **Sentiment Insights** card to get a quick visual representation of your current customer's average sentiment.

### How is sentiment scored?

Sentiment is scored on an individual message using [Amazon Comprehend](https://docs.aws.amazon.com/comprehend/latest/dg/what-is.html)'s natural-language processing (NLP) engine. Conversation and customer sentiment values are averages of all message scores attached to the conversation or customer. Kustomer makes an API call on `message create` to the engine, then updates the message data with the sentiment score.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dee2eaf8784a3153ccd1550bc9ce0153.png)

Learn more about Amazon's sentiment calculation in the [Amazon Comprehend Developer Guide](https://docs.aws.amazon.com/comprehend/latest/dg/how-it-works.html).