Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 20.7.1 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.

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

Social Listening

Parent messages mapped to original post - X channel

In this release, we've added a new field called "X Parent Mentions", available exclusively in the Inline Editable Table widget. This feature lets you view the immediate parent of an X repost (formerly Twitter), giving you greater context by allowing you to see both the repost and its original mention.

If the parent is a blank repost, the field will either appear empty or show a dash—this applies to both blank and media-only reposts. For parent mentions that include media (like images, videos, or GIFs), the field will also appear blank. Refer to this article for further details.