Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's latest release.

After Call Work (ACW)

The following features are being introduced in Sprinklr Service’s After Call Work (ACW) module:

Automatic deletion of ACWs older than 90 days

Sprinklr now automatically deletes all ACWs (After Call Work) records older than 90 days from the system. Previously, ACWs older than 90 days would remain in the system, requiring support teams to manually clear them upon receiving a support ticket. Automating this process will reduce the number of support tickets raised for ACW deletions.

Enhanced ACW page for better user experience

The Create New ACW page has been enhanced for better user experience. For more information, refer to Configuring an ACW.

Agent Copilot

The following features are being introduced in Sprinklr Service’s Agent Copilot module:

Edit Translated Case Summary in Third Pane

Agents can now edit the translated case summary before adding it as a note in the case conversation. This enhancement addresses cross-regional support challenges by providing greater flexibility for agents handling multilingual cases.

Previously, agents could only view the translated case summary in the third pane (transient state) and use the “Add to Note” action. However, they could not modify the translated content before adding it, limiting usability in scenarios that required quick edits or clarifications.

Enhancement Details


The following button has been added in the third pane case summary

• Edit as a Note – Opens the translated summary in the reply box (publisher) where agents can edit the text. Upon submission, the content is logged as a note (not a message) in the case conversation panel.

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Key Benefits:

• Enables quick adjustments to translated case summaries before logging.

• Improves agent experience in multilingual and cross-regional workflows.

• Ensures consistency with how Copilot-generated summaries are handled.

For more details, refer to Agent Copilot Capabilities.

Support for Custom Metrics in Analytics Engine Data Source

You can now create Custom Metrics using the Analytics Engine data source. This enhancement allows you to define and track metrics that align with specific business logic or customer requirements.

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Previously, the Analytics Engine data source did not support custom metric creation, limiting reporting flexibility. With this update, you can now configure customer-specific KPIs and tailor their reports more effectively.

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Key Benefits:

• Enables creation of use-case-specific metrics directly within the Analytics Engine.

• Supports business-aligned and customer-centric reporting.

• Improves flexibility and accuracy in insights and dashboards.

For more details, refer to Creating Custom Metrics in Reporting.

Call Control

The following features are being introduced in Sprinklr Service’s Call Control module:

ACW for all the Call Participants

Previously, during a warm transfer, only the agent who finally receives the transferred case was able to see the After Call Work (ACW) screen. If the second agent left the call before the transfer was complete, they wouldn't get any ACW screen.

To improve coverage and agent productivity, Sprinklr has introduced a new toggle called Enable ACW for All Users on Call. This toggle ensures that all agents who participated in a voice call—whether or not the case was transferred—will receive the ACW screen.

This feature provides flexibility in post-call workflows and ensures that agents can complete their notes or tasks even if the transfer wasn’t finalized. For more information, refer to ACW for all the Call Participants.

Care Console

The following features are being introduced in Sprinklr Service’s Care Console module:

Send RTFD Canned Response in Case Collaboration Section (Case Notes)

You can now send RTFD (Rich Text Format Directory) canned responses in the Case Collaboration (Case Notes) section, instead of just simple text canned responses. RTFD responses allow you to include text formatting such as font style and size, images, and heading styles to enhance clarity and presentation.

For more information, see the Collaboration Care Console Component.

View IVR Recordings in Conversation Pane

The Care Console now shows Sprinklr Voice IVR Recordings in the Conversation pane. The IVR recordings will appear as messages in the conversation view, where you can take actions such as download or purge the recording, view details, and more.

Automated Deletion of Obsolete Reminders Through Rules

You can now configure rules to automatically delete reminders on cases where they are no longer relevant, whether they were created manually or by other rules.

This enhancement is helpful in scenarios where a case is resolved earlier than expected by an agent, making any scheduled reminders unnecessary. By automatically clearing outdated reminders, you can prevent cases from being unnecessarily resurfaced or reassigned based on obsolete follow-up dates.

For more information, see Automatically Schedule or Delete Reminders Using Rules.

Conversational AI

The following features are being introduced in Sprinklr Service’s Conversational AI module:

Character Limits in Skills, Tasks, Entity, Zero Shot Models

We have introduced a character limit for zero-shot intent, zero-shot entity, and dynamic workflow prompts sent to OpenAI. By default, the prompt length is now capped at 10,000 characters to ensure efficient processing and maintain performance.

Get Record Skill Enhancement

This release streamlines the Get Record skill configuration by removing the Data Table and Profile List options from the Setup function. The only available configuration option will be through Custom Entities. For more information, refer to the article Add a Get Records Skill with Custom Entity .

Route to Agent Skill Enhancement

This release removes the Skills option from the Route to Agent skill due to limited usage and complexity in configuration. Also, the Help Text is updated to provide clearer guidance when configuring the Route to Agent skill. For more information, refer to the article Route to Agent skill.

Support for Publishing Dynamic Assets in AI Agent Studio

This release introduces support for Dynamic Assets within the Publishing Skill. You can now publish Dynamic Assets directly through the Publishing Skill in AI Agent and Conversational AI.

Support for MCP Server

This release introduces support for MCP Server configuration, now merged with the MCP Skill for streamlined management. This enhancement enables Sprinklr users to define and consume external tools exposed via MCP Servers within the platform.

Although currently leveraged by AI Agents and Conversation AI, MCP is built as a platform-wide protocol, laying the foundation for broader use cases across Social, Care, and other Sprinklr modules. For more information, refer to the article MCP Protocol.

Guided Workflows

The following features are being introduced in Sprinklr Service’s Guided Workflows module:

Support for referencing and copying case description

You can now reference and reuse the case description in Guided Workflows, enabling seamless automation without exposing additional custom fields. This enhancement improves usability by making the case description accessible like other standard case properties. For more information, refer to the article Case Description Using Guided Workflows .

Support for translation of months and days in date picker view of Appointment Slot and Date & Time Input components

You can now automatically translate month and day labels in the Date Picker in Appointment slot component view within Guided Workflows. This enhancement improves localization support, enabling users to interact with date fields in their preferred language. For more information, refer to the article Take Inputs within Screen .

Support to use canned responses in 'Rich Text' component

You can now enable canned responses in the Rich Text component wit hin Guided Workflows. When the “Enable Canned Responses” toggle is turned on, agents can access a dropdown to browse and insert pre-approved responses. This enhancement allows your agents to quickly and easily reuse brand approved replies thus maintaining consistency and enhancing user experience. For more information, refer to the article Take Inputs within Screen .

Support to upload .zip file in ‘Attach File’ component

You can now upload .zip files directly through the ‘Attach File component’ in Guided Workflows. This enhancement simplifies the submission of compressed files, and reduces manual intervention, and ensures consistency across single and multi-file upload configurations. For more information, refer to the article Take Inputs within Screen .

Support for auto-trigger of right pane button in Care Console using Transition Screen Action

You can now configure Guided Workflows to automatically trigger a specific button in the Care Console’s right pane after execution, eliminating manual follow-up actions. This feature is workflow-specific , is supported using a new action in Transition Screen - Trigger Custom Button Action and activates only when explicitly configured, ensuring existing workflows remain unaffected. It improves agent efficiency and reduces the risk of missed steps . For more information, refer to the article Guided Workflow Runner .

Knowledge Base

The following features are being introduced in Sprinklr Service’s Knowledge Base module:

Enhancements to Article Editor

We have introduced the following enhancements to the article editor:

• While viewing or editing an article, its current status, such as Drafted, Approved, or In Translation, appears at the top of the editor.

• You can switch between Edit mode and View mode by clicking the toggle at the top of the article editor. If you're in Edit mode, clicking the toggle will take you to View mode, and if you're in View mode, it will switch to Edit mode.

Publish/Unpublish Confirmation for Knowledge Base Articles

When publishing or unpublishing an article using the Private/Public toggle on the Knowledge Base homepage, a confirmation dialog will now appear to verify your action. This will prevent accidental publishing or unpublishing of articles and ensure accuracy in content management.

Author Notifications on Article Publishing

Authors will now receive platform and email notifications when their article is published by another user. An author is the user who originally created the article. Their name appears in the “Created by” field of the article. This update ensures that authors are promptly informed whenever their content goes live, improving collaboration.

New Reporting Metric to Track Article’s Position in Smart Assist Search

We’ve introduced the “Position of Article in Search” Reporting Metric to the Social Analytics Data Source. This Metric tracks the postion of the clicked articles in search results for Smart Assist. It helps identify high-performing content (articles that are clicked even when ranked lower) and highlights opportunities for improvement (articles that appear high in search results but receive few clicks). Refer to this article for detailed instructions on configuring Reporting Widgets to track an article’s position in Smart Assist search.

Consistent Sorting Experience in Knowledge Base Homepage

You can now sort articles even when filters and/or search queries are applied in the Knowledge Base homepage. The following enhancements have been introduced to ensure a consistent and intuitive sorting experience:

• Search results will now retain the existing sorting parameter and order.

• Sorting preferences, whether enabled or disabled, will persist across sessions (including login/logout) and page refreshes.

• The Share View function will accurately capture the applied search query along with filters and sorting logic.

Enhanced Smart Assist Filtering Experience

To enhance the agent search experience, system administrators can now configure agents’ preferred Knowledge Base filters, such as language and country, within Smart Assist. Article filtering is automatically applied based on user-level or case-level Custom Field values, improving search relevance and reducing manual effort. Agents can override these automatically applied filters by manually selecting filters as needed, ensuring quick access to the most relevant information for each situation.

Live Chat

The following features are being introduced in Sprinklr Service’s Live Chat module:

Auto-scroll to Latest User Message in Live Chat

Live Chat now supports smooth auto-scrolling to the latest user message, positioning it at the top of the conversation window. This improves message visibility and enhances the reading experience. If multiple brand responses are sent, a scroll indicator appears to guide users to unread messages. Full chat history remains accessible via manual scroll.

For more details refer to Main Screen.

Persistent Menu in Header Chat Actions

You can now configure the persistent menu to appear under the three-dot chat action menu in the chat header, in addition to the default footer placement.

For more details, refer to Persistent Menu.

Conditional UI for Live Chat Trigger Icon

You can now configure the Live Chat trigger icon to update dynamically based on the user’s login status and business hours.

• Logged-in users always see the AI bot icon

• Logged-out users see the Live Agent icon during business hours

• Outside business hours, the AI bot icon is shown regardless of login status

This helps set accurate expectations before users initiate a chat.

For more details, refer to Chat Trigger Icon.

Customizable Loading Message for Typing Indicator

You can now display a personalized loading message alongside the Typing Indicator to let users know a response is in progress. This message can be configured with support for localization and a shimmering visual effect. The reply box is automatically disabled while the loading message is shown, enhancing clarity and preventing premature input.

For more information, see Typing Indicator.

Conditional Disclaimer Display and Configurable Positioning in Live Chat

You can now configure the disclaimer message to appear below the message composer in Sprinklr Live Chat. The disclaimer is shown only during bot conversations and automatically disappears when the chat is assigned to a live agent. This enhancement improves user experience and ensures contextual relevance.

For more information, see Disclaimer Card.

Inline Negative Feedback Form in Live Chat

Introducing support for collecting negative feedback directly within the Live Chat thread using an inline form. The form appears when a user clicks the thumbs-down icon and automatically disappears upon submission, dismissal, or when a new message is sent.

For more details, refer to Bot Feedback Message in Live Chat.

Preview Media in Brand Messages

You can now preview images and videos shared in brand messages through a full-screen modal view with navigation arrows and a media carousel. This enhancement mirrors the existing media preview experience for user messages, ensuring consistency across conversations.

For more information, see Share and Preview Media.

Messaging

The following features are being introduced in Sprinklr Service’s Messaging module:

RCS Integration via Infobip

You can now onboard RCS senders in Sprinklr using Infobip as an aggregator, enabling broader message delivery across multiple mobile networks. This integration supports outbound and inbound messaging, delivery status reports, and template creation using Infobip’s APIs. For more information, refer to the article Add a Google RBM Infobip Account .

Channel Integration (Infobip)

You can now use the new Viber Business Messages APIs from Infobip, replacing the deprecated version to ensure continued service. This update supports a wide range of message formats including text, media, carousels, OTPs, and list messages, along with delivery and seen status reporting. For more information, refer to the article Viber Templates.

Outbound Voice & Dialers

The following features are being introduced in Sprinklr Service’s Outbound Voice & Dialers module:

New Reporting Dimension: Last Participated Agent for Accurate Final Disposition Attribution

A new reporting dimension, Last Participated Agent, is introduced to enhance call-level insights. This dimension identifies and displays only the agent who handled the final call interaction and submitted the last call sub disposition. When used in reporting, only this specific agent is shown against the final disposition, ensuring accurate attribution of call outcomes. This improvement provides clearer visibility into agent ownership at the close of interactions and supports more precise performance and disposition analytics.

Support for Multiple Caller IDs and DID Selection per Connection in Voice Applications

This update enhances the Voice Application setup by introducing support for multiple Caller IDs across different connections or providers. While configuring a voice application with multiple connections, users can now assign specific Caller IDs based on the associated connection. Additionally, when setting up Caller ID settings, users has the option to select a DID number for each connection within the voice app. This improvement enables more flexible and accurate call routing, enhances provider-specific customization, and supports better management of outbound caller identity. For more details, refer Caller ID Types in Dialer Profiles and Caller ID Settings in Sprinklr.

SIP Code for Answering Machine Classification

This voice setting, enables you to configure a custom SIP code to identify certain calls as voicemails. When a call receives this designated SIP code from the provider, it is automatically marked as a voicemail, bypasses agent routing, and its conversation completion status is set to "Voicemail-sip-flagged". For more details, refer SIP Code for Answering Machine Classification.

Quality Management

The following features are being introduced in Sprinklr Service’s Quality Management module:

Audit Assignment based on Interaction Visibility of the Auditors

This functionality allows the support to control the audit assignment when defining custom agents in Agent to Evaluate field in Assignment Policy. The new logic ensures that audit evaluations are assigned only on agents who participated in the case interaction and are part of auditor's Interaction Visibility (IV) settings. If Interaction Visibility is not enabled, assignment is based solely on user defined in Agent to Evaluate field & users who were part of case conversation. When enabled, the system filters agents using both interaction data and the auditor’s IV permissions. Additionally, if no eligible agent is found, the case logs a clear reason in the activity feed. For more details, refer Creating Assignment Details.

Customizable Percentage Alignment Calculation Logic in Calibration Evaluations

A new configuration is introduced in case-level checklists, allowing users to define how the % Alignment metric is calculated during calibration evaluations. Previously, alignment was computed based solely on question scores, which did not accurately reflect calibration expectations for some customers. With this update, a new single-select field is available in the checklist setup, enabling users to choose the appropriate alignment logic—either score-based or based on response differences between the auditor and calibrator. This enhancement provides greater flexibility and accuracy in measuring calibration consistency across teams. For more details, refer Checklist Configuration - Field Description, Start Performing ATA Calibrations, Auditor-wise Calibration Report and Audit Calibration Report.

Score agents based on mute instances

This update allows users to create checklist rules based on mute behaviour during calls, for example, identifying cases where the first mute duration exceeds a threshold or when the agent has muted themselves multiple times and score accordingly. The following new fields are now available for use: Average Mute Time, First Mute Duration, Mute Count, Mute Time, Last Mute Duration, Longest Mute Duration, Shortest Mute Duration, Total Mute Time and Mute Instances. For more details, refer Conditions.

Reporting and Analytics

The following features are being introduced in Sprinklr Service’s Reporting and Analytics module:

Updates to Case SLA Report

• The calculation method for the "Time Spent in Status (Case)" metric has been revised to provide more accurate and real-time tracking. The metric now leverages the "Status" dimension as a snapshot, capturing the actual time a case spends in each status based on status change events. This change allows for a more precise measurement of status duration, reflecting transitions as they happen.

  Previously, this metric was created based on Queue times configured for each status to estimate time spent, which relied on static configurations and did not account for real-time behaviour. This update ensures more reliable SLA tracking and offers deeper insight into the case lifecycle.

• Changes to Work Queue (WQ) Metrics: Several Work Queue metrics in the Case SLA Report have been updated to align with current SLA tracking logic and improve reporting consistency.

• Addition and Removal of Metrics: As part of report optimization, some metrics have been added and others removed to enhance relevance and streamline the reporting experience.

  Refer to this article for further details.

Updates to Agent Announcement Report

In this release, we’ve made updates to the metric and dimension descriptions within the Agent Announcement Report.

Standardization of Agent Dimension Naming in Survey Reports

As part of our ongoing efforts to ensure consistency and clarity across reports, this release introduces standardized naming conventions for commonly used Agent dimension fields. The names and descriptions of specific Agent dimensions have been updated to align with standardized terminology across the platform.

Reports affected are:

• Survey Response Details (Separate Dimension) Report 

• Survey Summary Report 

• Survey Response Details (Single Dimension) Report 

Updates to Voice Report

In this release, we have fixed a bug in Voice Reports where, in certain Blind Transfer edge cases (e.g., when a call was put on Hold or Mute before being transferred), the system did not receive a corresponding Un-Hold state. This led to discrepancies in some voice metric calculations.

Sevice Analytics

Let's have a look at the updates to Service Analytics:

Update name of Service Settings to "Standard Metrics" in the Platform

The section previously labelled "Service Settings" has been renamed to Standard Metrics across the platform

Change of asset class text to asset in custom dimensions second level filter

As part of our ongoing improvements to usability and clarity, we’ve updated a label in the second-level filter within Custom Dimensions. The label Asset Class has been renamed to Asset Type in the second-level filter under Custom Dimensions.

Supervisor Console

The following features are being introduced in Sprinklr Service’s Supervisor Console module:

Enhanced Drill-Down Experience in Grouped Queues Monitoring

The drill-down experience on the Grouped Queues Monitoring screen has been improved. Now, when you drill down, the pivot table retains the expanded or collapsed state of the hierarchy across interactions such as refreshes, date range changes, and tab switches.

This enhancement helps reduce repetitive manual drill-downs, improves reporting workflows, and enhances the overall user experience in grouped queues.

Improved Filtering for Multiple Instances of Queue and Queue Group Monitoring Screens

The filtering experience in the Queue Monitoring and Queue Group Monitoring screens has been improved. With this enhancement, each open instance of these screens, whether in a new tab or window, now maintains its own independent filter state.

This enhancement allows supervisors to open multiple instances of the monitoring screens and apply different filters to each. Filters applied in one screen do not affect any other open instance, and any changes made are preserved independently without overlapping. This makes it easier to compare data side by side and improves overall workflow efficiency.

Unified Routing

The following features are being introduced in Sprinklr Service’s Unified Routing module:

Reporting Support for Agent Scheduling Skills and Capacity with Status and Proficiency Insights

This update adds reporting support for Scheduling Skills and Capacity, enabling teams to gain deeper insights into agent scheduling data. A new report is introduced with the following key dimensions and metrics: Agent, Scheduled Skill, Scheduled Capacity,Start Date,End Date,Schedule action and Proficiency (applicable for skill schedules). This enhancement allows users to track and audit changes to agent schedules effectively, monitor upcoming activations for improved workforce planning and decision-making. For more details, refer Reporting on Skill and Capacity Scheduling.

Workforce Management

The following features are being introduced in Sprinklr Service’s Workforce Management module:

Pro-Rated Time Off Balance Allocation

Workforce Managers can now automatically allocate Time Off Balances to agents on a pro-rated basis, based on each agent’s date of joining, while configuring Time Off Policies. This means the total Time Off entitlement is adjusted proportionally based on how much of the allocation period the agent has worked. The enhancement simplifies balance management and ensures fair distribution aligned with individual tenure.

Agent Preference Enhancement

We have introduced the following enhancements to the Agent Preference functionality:

Set Agent Preferences on Behalf of Agents

Supervisors can now set Agent Preferences on behalf of agents. They can also edit or delete submitted preferences as long as they remain in a draft state. This is governed by the newly introduced Delete Preference permission, which allows supervisors to delete Preferences submitted by agents when necessary.

View Agent Preference Status in Schedule Scenarios and Master Schedule

You can now view whether an agent’s Preferences were considered directly within the Schedule Scenarios and the Master Schedule, providing better visibility and context during schedule planning.

New Permissions for Shift Change Requests and Policy Management

We’ve introduced new permissions to enhance control and governance over Shift Change Requests and Shift Change Policies:

• Shift Change Requests: A new Manage permission allows users to review and take action on existing Shift Change requests.

• Shift Change Policy: New View, Create, Edit, and Delete permissions have been added to support granular management of Shift Change policies, enabling better control over policy configuration and updates.

Users will now require the appropriate permissions to access and manage both Shift Change Requests and Shift Change Policies, ensuring secure and role-based access.

Updated Forecast Scenario Capabilities

Auto-Detection of Granularity in Forecast Scenario Imports

While importing Forecast Scenarios, the system will now automatically detect the granularity of the data. This will ensure that volume data is correctly bifurcated at the appropriate intervals during import into Sprinklr’s system. The import workflow will succeed only if the granularity of the input file is set to 15, 30, or 60 minutes.

Additional Enhancements

• Added the ability to aggregate data at 30-minute and hourly intervals while viewing both Forecast Scenarios and the Master Forecast, providing a more flexible view of forecasting trends.

• You can now update data inline while viewing Forecast Scenarios in tabular format only when the aggregation is set to the default granularity configured for your environment.

• We have added support for the HH:MM time format in the Import Forecast Scenario workflow.

Introducing the Data Source Section in Workload Creation

We’ve introduced a new Data Source section in the Workload creation process. This feature allows you to select a forecasting parameter, such as Contact Volume or Average Handling Time (AHT), and define multiple metrics for that parameter. For each selected parameter, you can choose a relevant metric and apply filters using all available custom entities.​

Thank you for using Sprinklr Service. The 20.7.1 patch brings significant enhancements and new features designed to make your experience even better. Please contact us at tickets@sprinklr.com for any questions or assistance.