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 AI Guardrails: Toxicity Detection and Word Filters

AI+ Studio now supports configurable AI Guardrails to improve the safety and reliability of AI-driven interactions. The following core safety mechanisms have been introduced:

• Toxicity Detection: Automatically flags or blocks inputs and outputs that contain harmful, violent, or offensive language.

• Word Filters: Define and manage custom word lists to prevent specific terms from being used in either input or output.

These features help organizations align AI usage with brand standards, regulatory requirements, and user safety guidelines. Refer to Configure Guardrails in AI+ Studio for more details.

Audit Trail and Debug Log Export for AI 

AI+ Studio now includes Audit Trail and Debug Log export capabilities for configured deployments. The feature applies to both Inference and Indexing pipeline types.

Capabilities:

• View detailed interaction logs.

• Export logs for auditing, debugging, or compliance reviews.

• Aligns with enterprise-grade observability and security standards.

This feature enables organizations to meet transparency and traceability requirements across AI use cases.

Refer to Configure Deployments for more details.

Support for Multimodal Input Across AI Providers

You can now create and test pipelines with multimodal input support—including images, audio, video, and documents—across the following compatible model providers – OpenAI, Azure OpenAI, Vertex, and xAI (Bedrock and Claude will be supported by next release). This enhancement allows you to:

• Upload supported file types directly based on selected model capabilities.

• Build and test pipelines using a mix of text and media as inputs and intermediate outputs.

This enables rich AI workflows that go beyond text, enabling you to experiment with visual, auditory, and document-based input.

Refer to Supported Models for more details.

Integrations

The following features are released under Integrations module:

Bulk Import and Export of API Extensions in JSON Format

You can now import and export API Extensions in bulk using JSON format. This enhancement allows users to export existing extensions, make offline modifications, and re-import them directly into the Sprinklr platform.

Key Capabilities:

• Export API extension definitions in structured JSON format.

• Modify multiple extensions offline.

• Import the updated file to perform bulk updates or additions.

This feature reduces manual effort for customers managing large-scale integrations.

Refer to Connect External SOAP API with Sprinklr for more details.

Support for mTLS Authentication in External Authentication Credentials

Sprinklr now supports mutual TLS (mTLS) as an authentication type for External API integrations. You can configure mTLS credentials directly in the Sprinklr UI, making it easier to securely connect with third-party systems that require certificate-based authentication.

Use Cases:

• Secure webhook transmissions using mTLS.

• Enable mTLS authentication for external API calls without custom development.

This enhancement strengthens data security and expands support for enterprise-grade authentication standards.

For more details, refer to External Authentication Credential in Sprinklr.

Timeout Configuration for External API Extensions

You can now configure custom timeout and retry settings for External API extensions using the new Timeout Settings option. This allows you to fine-tune the behavior of API calls based on your system's performance and reliability needs.

Available Parameters:

• Maximum Retry Attempts – Number of times to retry a failed request.

• Retry Backoff Factor – Multiplier applied to the wait time between retries.

• Retry Interval (Milliseconds) – Initial delay before retrying a failed request.

• Connection Timeout (Milliseconds) – Maximum time allowed to establish a connection.

• Read Timeout (Milliseconds) – Maximum time to wait for a response after connection.

These settings provide enhanced control and resilience, especially in high-latency or unreliable network environments.

For more details, refer to Add External REST API in Sprinklr.

API Usage Reporting Dashboard

You can now create an API Usage Reporting Dashboard in Sprinklr to gain both real-time and historical insights into API consumption. Using the Unified Log Reporting data source, this dashboard allows you to monitor key metrics and dimensions such as endpoints accessed, API call volume, request timestamps, average response times, and more.

This dashboard helps identify performance delays and provides clear visibility into critical API usage patterns. It allows you to monitor API health, detect issues early, troubleshoot errors effectively, and optimize overall performance.

Sprinklr Extensions Reporting Dashboard

You can now create Extension Reporting Dashbaord in Sprinklr Reporting to gain more granular and actionable log parameters for external API calls triggered through Sprinklr Extensions. This feature enables to you monitor key metrics and dimensions such as response status codes, request timestamps, count, extension source, method called and more.

Organizations can proactively track API performance, troubleshoot issues faster, and ensure reliable integration behavior across environments. This update supports enterprise-grade monitoring and enables data-driven decisions for maintaining robust API integrations.

For more details, refer to Extension Reporting.

Sprinklr Marketplace: Care Console iFrame Enhancements

The following enhancements have been introduced in the Care Console iFrame:

Support for Feedback Actions on Smart Responses

Feedback actions for Smart Responses are added to capture detailed feedback. When an agent selects the Thumbs Down option for a Smart Response, they can now choose multiple options from the feedback list. This detailed feedback helps refine and improve future Smart Response recommendations.

Reply Box Preview Button

The Reply Box now includes a Preview () button. Previewing your message lets you confirm how the content and formatting will appear to the recipient, so you can make any necessary adjustments before clicking Send.

Unified Data Connector

The following enhancements are made in 20.7 Unified Data Connector:

Enhanced File Handling in Unified Data Connector

As part of this release, the Unified Data Connector has been enhanced to improve file management during data transfers. The following new fields have been introduced in the Source Specific Settings page.

• Successful Files Directory Path: Specifies where successfully processed files should be moved.

• Failed Files Directory Path: Specifies where files that failed to process should be moved.

Connectors Impacted:

• SFTP

• Amazon S3

• Google Cloud Storage (GCS)

• Azure Blob Storage

Mapping Screen Enhancement – AI support in Add Custom Header window to generate and test groovy scripts

The Mapping Screen has been upgraded to provide more user-friendly experience when adding custom headers using Groovy scripts. To simplify and accelerate custom code development, a new Code Assistant has been added in the Enter Custom Code window.

• Groovy Script Generation: Users can now generate Groovy scripts by simply entering natural language prompts. The assistant translates the prompt into Groovy code, streamlining the scripting process.

• Script Validation: Alongside generation, users can also *validate their Groovy scripts* directly within the interface, ensuring correctness before deployment.

Sandbox

Sandbox Validation Framework

The Validation Framework in Sandbox Changeset Management process is used while moving changesets from one environment to another.

Before a changeset is deployed, the Sandbox performs the following steps:

• Analyses the contents of the changeset

• Validates the changeset using the Validation Framework

It offers a structured mechanism to detect and flag potential issues within a changeset prior to deployment.

For more information on Validation Framework and Deployment Flow, refer to Sandbox Validation Framework.

Tiered Approval in Sandbox ChangeSet Approval Workflow

Sprinklr has enhanced its Sandbox ChangeSet and approval processes by integrating Tiered Approval support. This advancement allows users to establish structured, multi-level approval workflows directly within the Sprinklr platform, ensuring that changes undergo thorough review and approval before deployment.

By incorporating Sandbox ChangeSet entities into the existing Tiered Approval framework, organizations can now apply consistent governance and oversight to their changeset management processes.

This integration not only streamlines approvals but also reinforces quality assurance, accountability, compliance, stakeholder alignment, and risk management across all stages of ChangeSet deployment.

For more information, refer to Tiered Approval in Sandbox Changeset Workflow.

Migration support for Co-pilot

The Sandbox module now supports migration of the following Co-pilot entites.

• Copilot Configurator

• AI Function

• Bot Skills

• Gen AI API Configuration

• Prompt Engine

• Prompt Engine Metadata

• User Prompt

For more information on supported entities on Sandbox module, refer to Sandbox Entities.

Sprinklr APIs and Webhooks

The following enhancements are introduced in Sprinklr APIs and Webhooks:

Business Hours and Holiday Lists APIs

The new Business Hours and Holidays APIs allow you to create, retrieve, update, and delete business hours configurations and holiday lists. A business hours configuration specifies the days and time ranges when agents are available to handle requests. These APIs provide greater control over managing and customizing working hours and holiday schedules efficiently.

Business Hours and Holiday Lists Webhooks

You can subscribe to the following webhooks to receive responses whenever a business hours configuration or business holiday list is created or updated:

• Business Hours Created

• Business Hours Updated

• Business Holiday List Created

• Business Holiday List Updated

Voice Application APIs

Introducing new API endpoints to create and update Voice Applications programmatically. This allows teams to automate provisioning and manage configurations at a scale without relying on manual UI steps.

Display and Presentations

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

Support for Filter Presets on Shareable URLs

Viewers can now interact with both date ranges and selectively exposed global filter presets on shared Displays and Presentations, enabling real-time, session-based data exploration without internal setup changes.

Bulk Actions for Storyboards/Presentations

Managing large volumes of storyboards and presentations is now faster and easier. With the new bulk action feature in the manager UI, you can tag, delete, or publish multiple files at once—eliminating repetitive manual steps. Simply use Ctrl (Windows) or Cmd (Mac) to multi-select files and apply actions from the Bulk Actions menu.  

Multi-Widget Resize and Move 

You can now select and resize or reposition multiple widgets at once on a slide. This greatly speeds up layout design and improves alignment across complex storyboards. Use Drag, or Cmd + click (in Mac) or Ctrl + click (in Windows) to select, then resize or move the group as needed.

Enhanced GeoMap Widget with Topic and Theme-Based Visualization

The GeoMap (World Heat Map) widget now supports topic- and theme-based metric comparisons, going beyond country-level data. Users can overlay custom business context, including brand logos and colour schemes, for richer visual storytelling. This enhancement enables more interactive, insightful, and visually tailored storyboard scenes.

Platform Core Components

The following feature has been added to 20.7 Sprinklr Platform module:

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Introduction of Global Variables

Sprinklr has introduced Global Variables which is a unified and reusable configuration layer that simplifies workflow development, enhances consistency, and reduces manual errors.

Managing reusable data across workflows has historically been a challenge in Sprinklr. Admins often rely on Groovy scripts or hardcoded values to define constants or mappings, resulting in redundancy, inconsistencies, and error-prone updates. To address this, the Global Variables has been introduced.

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Global Variables will be accessible across all workflow types, including:

• Guided Workflows

• Conversational AI

• IVR (Interactive Voice Response)

• ACW (After Call Workflows)

• Journey Facilitator

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 20.7 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.