Sprinklr Unified Platform and Cross Products' latest 20.7 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows.

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Here are the key features included in Sprinklr's latest release:

AI+ Studio

The following features are released under the AI+ Studio module:

Introducing Denied Topics Guardrail

AI+ Studio now supports the Denied Topics Guardrail, which lets you restrict the use of specific topics within the system. When configured, the guardrail actively monitors user interactions for references to denied topics and blocks them from being processed. This helps you enforce compliance with organizational or regulatory requirements.

For more details, refer to Denied Topics Guardrail.

Introducing Standard Guardrails

Introducing Standard Guardrails that are available by default in AI+ Studio. These guardrails cannot be created or deleted, but you can edit their configurations as needed.

• Prompt Guard: Evaluates user inputs before they reach the model. It detects unsafe or malicious behavior and prevents manipulation of the system. For more details, refer to Prompt Guard.

• Protected Material Detection: Identifies model outputs that may contain copyrighted, trademarked, or otherwise legally protected material. This guardrail helps ensure compliance with intellectual property and legal standards. Refer to Protected Material Detection for more details.

Bulk Testing for AI Use Case Pipelines

You can now perform Bulk Testing for AI use case pipelines. Instead of testing one case at a time, you can run tests on multiple cases and analyze their responses together. Bulk testing is available for both inference pipelines and evaluation pipelines, making it easier to validate use cases like sentiment analysis at scale.

Integrations

The following features are released under the Integrations module:

Introducing Extensions Library

Sprinklr now offers the Extensions Library, a centralized and searchable repository of pre-built external API integrations. These templatized extensions provide ready-to-use connectors for popular platforms such as Salesforce, Zendesk, and ServiceNow, etc.

With the Extensions Library, you can:

• Integrate external systems into Sprinklr workflows and AI Agents with minimal setup effort.

• Reduce manual effort in API integration from scratch.

• Accelerate workflow and AI Agent configuration.

• Ensure consistent, version-controlled API setups.

• Use secure authentication, versioning, monitoring, and fallback options.

This feature reduces development overhead and improves time-to-value for system integrations.

Generate OpenAPI Specification using GenAI

Sprinklr introduces a capability to automatically convert API documentation into OpenAPI specifications using GenAI-powered interpretation which can be used to create an External API.

You can now:

• Upload API documentation in multiple formats (such as PDF, DOC, DOCX, TXT).

• Upload Postman collection.

• Provide a public URL for API documentation.

When you upload the documentation, Sprinklr automatically creates an OpenAPI specification that you can configure as a custom extension.

This feature eliminates manual API configuration for unsupported third-party or proprietary in-house systems, streamlining extension setup and enabling faster integrations.

Introducing Connections Manager: Unified Third-Party Authentication Management

Connections Manager is a centralized repository for managing authentication credentials for third-party systems such as Salesforce, Zendesk, and more. It offers a unified and streamlined experience for creating, viewing, and managing authentication credentials within Sprinklr.

You can either create a custom connection or select from a list of supported third-party platforms. Once configured, connections can be reused across Sprinklr modules, eliminating redundant setup steps and ensuring consistency across integrations.

Sprinklr APIs and Webhooks

The following enhancements are introduced in Sprinklr APIs and Webhooks:

Partial Update User (SCIM) API

You can now use the PATCH Partial Update User API to update specific attributes of an existing user in Sprinklr without replacing the full user record. The API follows the SCIM 2.0 PATCH standard and supports operations such as add and replace for attributes, including:

• Name

• Active status

• Locale

• Emails

• Client attributes

• Custom properties

This allows for more efficient and precise user management. Refer to Partial Update User API documentation for more details.

Voice Call Quality Metrics Webhook

The Voice Call Quality Metrics Webhook provides real-time notifications when a voice call quality event occurs. It includes:

• Participant details

• Call identifiers

• Quality metrics such as MOS, jitter, packet loss, round-trip time, and network speed

These insights help you monitor call performance and diagnose issues affecting the audio experience.

For more details, refer to Voice Call Quality Metrics Webhook documentation.

CFM Survey Responses Webhook

The CFM Survey Responses Webhook notifies your system when a new survey response is submitted. This enables you to:

• Capture survey feedback in real time

• Process responses automatically

• Analyze customer input without delays

For more details, refer to CFM Survey Responses Webhook documentation.

CFM Transaction APIs

Sprinklr CFM now supports APIs to manage transactions, which capture customer interaction data for triggering personalized surveys and analyzing contextual feedback.

• Create CFM Transaction: Create one or more transactions within an existing transaction group. Each transaction represents a single interaction record for a user.

  Refer to Create CFM Transaction API documentation for more details.

• Fetch CFM Transaction: Retrieve detailed information about a transaction using its unique Transaction ID. This includes user details, distribution channel, and status.

  Refer to Fetch CFM Transaction API documentation for more details.

• Delete CFM Transaction: Delete a transaction using its unique Transaction ID.

  Refer to Delete CFM Transaction API documentation for more details.

Customer Feedback Management (CFM): Survey Responses

New APIs are now available to search, read, update, and delete Customer Feedback Management (CFM) survey responses. These APIs provide greater flexibility and control for managing survey data programmatically.

For more information, see CFM Survey Response APIs.

Generate Personalized Survey Links

An API has been introduced to generate personalized survey links for individual users and associated transactions, enabling more targeted survey distribution and tracking.

Sandbox

The following features are introduced in the Sandbox module:

Granular Level View of Objects and Entities in a ChangeSet

In 20.10, Sprinklr has enhanced Preview functionality of Sandbox ChangeSets to provide greater visibility into data updates before deploying changes.

Following are the key enhancements:

• Object Level View

  • Easily view all objects that have been updated.

  • Download an Excel file of the updated objects for offline reference.

• Change Level View

  • Get a detailed summary of changes at the entity level.

  • Includes granular level view of the entity names and parameters of those entities along with their values, highlighting any additions, updates, or deletions. This summary is shown only for entities that have undergone changes. For example, if a Custom Field is getting updated in a changeset, even the granular detail of which parameter in that Custom Field will be displayed.

Template Assets Entity Support

Template Assets are now treated as a separate distinct entity within changesets, decoupled from other asset types. This will improve modularity and deployment of Template Assets independently.

Migration support for Workforce Management (WFM) Entities

The Sandbox module now supports migration of the WFM entities. Change Sets support all WFM Settings tab entities that include:

• Configurations

  • Staffing Preset Metrics

  • Workloads

  • Shift Activity

  • Shifts

  • Event

  • Shift Patterns

• Policies

  • Time Off Policies and Time Off Types

  • Shift Trade Policies

  • Schedule Policies

• Modules

  • Shift Bidding

  • Slot Management

Versioning Mechanism in Validation Framework

The Versioning mechanism in the Sandbox Changeset module introduces a guardrail feature designed to proactively inform users when the entities being updated in a changeset differ in version from those in the production environment. This acts as a preventive check, flagging potential version mismatches before deployment, so users can make informed decisions.

With this feature, users can:

• Track and manage multiple versions of sandbox environments.

• View detailed histories of changes, including previous versions of entities.

• Compare different sandbox versions to identify specific updates or discrepancies.

Essentially, this versioning mechanism serves as a safety net—flagging version differences as a precaution. Users can then choose to acknowledge these version flags or skip them, providing more control and transparency in the deployment process.

Tiered Approval in Sandbox ChangeSet Approval Workflow

Sprinklr has enhanced its Sandbox ChangeSet and Refresh approval processes by integrating Tiered Approval support. The Sandbox Changeset Management process now fully supports Tiered Approval for both sending and refreshing changesets.

When a changeset is created under a Tiered Approval Flow, any action to refresh that changeset will also require going through the Tiered Approval workflow. This ensures that all updates, including refresh operations, follow the same structured approval process, maintaining consistency and compliance.

Sprinklr Marketplace

The following update is introduced in Sprinklr Marketplace:

Support for Syncing of Existing Sprinklr Case Comments to Zendesk

Sprinklr case comments are now synced to Zendesk tickets regardless of when they were added. This means comments added to a Sprinklr case before or after the creation of the corresponding Zendesk ticket will be visible in Zendesk.

Display and Presentations

The following enhancements are introduced in the Display and Presentations module:

Rich Text Widget Enhancement 

The Rich Text Widget Enhancement brings a comprehensive Rich Text Editor (RTE) to Sprinklr Displays and Presentations, replacing the limited text widget. Users can now format content with bullet points, numbered lists, hyperlinks, text styling, and indentation - all within the platform. This upgrade enhances storytelling, supports annotations, and improves overall dashboard usability with persistent formatting and interactive content.

Support for Decimal Metrics 

Users can now display metric changes with one decimal place (e.g., 19.1K, -1.2%) across dashboards and presentations, offering more precise data representation. This enhancement includes a toggle (off by default) that enables decimal precision, ensuring consistent formatting across widgets and screen sizes. Ideal for tracking trends or presenting detailed insights, this feature enhances data clarity, readability, and visual storytelling. 

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 20.10 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at tickets@sprinklr.com.