Sprinklr Unified Platform and Cross Products' latest 20.4.1 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:

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Unified Data Connector

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Automatic detection of Date Pattern when mapping Case Start Time/Message Timestamp

While importing case sample file into UDC and mapping the Case Start Time and Message Timestamps fields, the UDC auto detects and populates the date and time pattern of Case Start time and Message timestamps based on the date and time pattern available in the Case Sample file. This is applicable for Voice, Email agnostic, and Live chat cases in File based connectors such as SFTP, S3, Azure Blob, and GCS.

For example, if the ingested voice case file has the time stamp of 2023-12-04 13:22:30 in the Sample Value field of Case Start Time Header, then yyyy-MM-dd HH:mm:ss is populated in the Destination Field of the Case Start Time header. 

You can also enter custom format and select Add from the drop-down to save and apply the new custom format.

For more information, refer to Mapping Configuration Screen.

Grouping of Fields in the Mapping Configuration Screen

The Mapping Configuration Screen now clearly differentiates between Mandatory Case, Non-Mandatory Case, Profile Standard, Profile Custom, and Custom Fields. The fields in the Destination Fields dropdown have been categorized, allowing users to map Case-Level and Message-Level fields with more accuracy.

This enhancement is critical for ensuring that incoming data is accurately structured and seamlessly integrated into Sprinklr, enabling more effective data-driven workflows.

Non-mandatory fields are standard fields that influence how cases appear in the user interface. For example, if a case occurred in the past but the data is ingested today, the system will use the Case Start Time (a Non-mandatory Field) to reflect the actual time the case occurred, rather than the ingestion time. This ensures accuracy in reporting and case management.

Here is the list of groups and their corresponding fields.

Live Chat (Case Level Entities)

• Mandatory Case Field - Conversation ID

• Non-Mandatory Case Fields - Case Start Time and Conversation Language

• Case Custom Fields – Fields that are defined by the users

• Profile Custom Fields – Fields that are defined by the user that will help Sprinklr in creating customer profiles

• Profile Standard Fields - These fields are required by the system to create customer profile.

  • Customer Email

  • Customer Full Name

  • Customer ID

  • Customer Phone number

Live Chat (Message Level Entities)

• Mandatory Message Field – Message Text, Message Conversation ID (Multi-case format)

• Non-Mandatory Message Fields - Account ID, Author ID, Author Type, Message ID, Message Language, Message Timestamp

Voice Cases

• Mandatory Case Field - Unique Call ID, Call Recording File Name (Multi-Case Format)

• Non-Mandatory Case Fields - Agent ID, Call Start Time, Call Direction, Call Language, and Conversation ID

• Profile Standard Fields - These fields are required by the system to create customer profile.

  • Customer Email

  • Customer Full Name

  • Customer ID

  • Customer Phone number

Email Cases (Case Level Entities)

• Mandatory Case Field – Conversation ID

• Non-Mandatory Case Field - Case Start Time, Conversation Language, Subject

• Profile Standard Fields - These fields are required by the system to create customer profile.

  • Customer Email

  • Customer Full Name

  • Customer ID

  • Customer Phone number

Email Cases (Message Level Entities)

• Mandatory Message Field – Message Text, Message Conversation ID (Multi-case format)

• Non-Mandatory Message Field - Account ID, Author ID, Author Type, Message ID, Message Language, Message Timestamp

For more information, refer Mapping Configuration Screen.

Integrations

​The following update is introduced to the Integrations module:

Enhancements to External Authentication Credentials 

The following updates are introduced to improve External Authentication Credentials support: 

• Basic Authentication Update: The previous Basic Auth type has been renamed to OAuth 2.0 ROPC to accurately reflect the underlying protocol. 

• New Standard Basic Auth Type: A new Standard Basic Auth option is now available. This method sends the user ID and password, encoded in Base64, in the request headers for authentication. 

• UI Descriptions: Clear definitions for each available authentication type have been added to the UI to enhance user understanding and usability. 

Refer to Add an External Authentication Credential in Sprinklr and External Authentication Credential APIs for more details.

Sprinklr APIs

​The following update is introduced to Sprinklr APIs:

Support for Mutual TLS Authentication for Sprinklr APIs 

You can now enable Mutual TLS (mTLS) authentication for your applications. When creating an application in the Sprinklr Developer Portal, select the Enable Mutual TLS Support checkbox to use this enhanced security option. 

mTLS is commonly required by organizations that handle sensitive or regulated data. It ensures both the client and server authenticate each other using digital certificates, providing an additional layer of security beyond standard HTTPS. This helps protect against unauthorized access and man-in-the-middle attacks in high-trust environments.

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 20.4.1 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 support@sprinklr.com.​