Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.1 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.

Sprinklr AI +

Prompt Library

We’ve introduced a Prompt Library to make research easier and faster. This library offers a collection of high-quality, categorized prompt templates that you can select and run directly within the assistant interface. You can also add your favourite prompts for quick access and explore the Most Used Prompts section to find the most relevant prompts for your industry and brand. These enhancements help you streamline workflows and get to insights faster.

Data Sources and Channels

Threads Integration into Benchmarking

In this release, Threads is added as a new benchmarking source in Sprinklr Listening, giving brands visibility into posts from eligible public Threads profiles (18+ with 1,000+ followers). This feature enables you to analyze public Threads activity for market insights, uncover top-performing content, and compare performance across platforms. You can also benchmark your owned Threads performance against competitor posts and brand mentions to identify best practices and optimize content strategy.

Threads Integration into Listening

Sprinklr now offers real-time monitoring and analysis of your brand’s posts and audience mentions, giving you immediate insights into engagement patterns and content performance. You can quickly identify which topics and formats spark conversations and resonate most with your followers. By integrating these insights across all social channels, Sprinklr provides a unified view of performance, helping you refine posting strategies and maximize your social media impact.

Enhancement TikTok Hashtag Record Page

We’ve updated hashtag configuration behavior to support linking a single hashtag with multiple TikTok Business Accounts under the same Business ID. Additionally, we’ve improved TikTok hashtag management to give you full visibility of your 50-hashtag quota at the Business ID level.

Add support for Instagram native views/impressions

We’ve added support for Instagram native views and impressions by integrating the new view_count field from Instagram’s Business Discovery API. This enhancement provides accurate public view counts for Instagram Reels, including both paid and organic content, improving data reliability for performance analysis.

Listening

Use Case Hub

With this release, we’re expanding Use-Case Hub to include two new use-case categories: Global Events and Audience Segments.

• Global Events Monitoring enables you to track major global events where your brand or industry is being discussed. This helps teams quickly understand event-driven buzz, sentiment shifts, and the key themes shaping conversations as the events unfold.

• Audience Segment Monitoring allows you to analyze conversations through the lens of specific audience groups, such as Gen Z or Millennials, so you can understand how different segments perceive a topic, brand, or trend.

Together, these additions help teams uncover deeper, more contextual insights without complex setup.

Customer Feedback Management

Distribution

Enhancement to Reporting

Expanded CFM Reporting in 26.1 standardizes and strengthens analytics across surveys, transactions, cases, and text insights by exposing consistent response and sent date-time fields for reliable time-based analysis, enabling transaction-first reporting through compatibility between Transaction Count and transaction custom fields, introducing native Service Case analytics within CFM, and making text analytics dimensions fully compatible with custom fields and hierarchies. Together, these improvements ensure dashboards are more stable, comparable, and context-rich, allowing teams to analyze structured and unstructured feedback in a single, reliable reporting experience.

Enhancement to WhatsApp Distribution

This release introduces a centralized Asset Manager in CFM to create, reuse, and govern WhatsApp survey templates with dynamic placeholders for personalization. Automatic category fallback protects you from unexpected costs. By separating template approval from distribution setup, launches are faster and more collaborative. Additionally, leveraging WhatsApp surveys within Service workflows through the Rule engine gives a unique edge in omni‑channel feedback orchestration, combining both a comprehensive contact centre and CFM solution that other tools lack.

Action Plan

This release introduces Action Plans., which allow teams to transform insights into manageable, collaborative tasks right within the platform. Action Plans can be generated directly from insights found in CFM standard analytics dashboards, with a regulated rollout to additional analytics modules where owners can be assigned along with deadlines, relevant context can be attached, and collaboration can occur through comments, all within a single workspace. This removes the necessity for manual tracking in spreadsheets or email conversations, minimizing disjointed workflows and enhancing accountability, enabling teams to transition smoothly from recognizing issues to achieving measurable results.

Sprinklr Live Chat Distribution

This release adds Sprinklr Live Chat as a new CFM distribution channel, enabling seamless in‑chat survey delivery with embedded or AI‑assisted conversational flows. Surveys can be triggered automatically through the Rule Engine, capturing feedback instantly while interactions are fresh. Unlike delayed email or SMS surveys, this ensures higher participation, more accurate insights, and better visibility into service quality.

Survey Abandonment Report

This release introduces the Survey Abandonment Report, an out‑of‑the‑box structured view that tracks respondent drop‑offs at both the survey and question level. It highlights where you exit and pinpoints the questions or sections that contribute most to fatigue or confusion. By surfacing these friction points, the report enables survey creators and analysts to compare abandonment patterns across different segments, helping teams optimize survey design, improve completion rates, and capture more reliable feedback.

Translations

Enhancement to Translations

Survey Builder now lets you add translation‑specific images, so each language version can have localized logos, headers, footers, backgrounds, and question media. If no custom image is uploaded for a translation, the default media added for the base language will appear.

Analytics

Static Hierarchy Based Reporting

This release introduces Static Hierarchy Based Reporting, giving customers the ability to lock hierarchy values to each response at the moment it is submitted. Unlike dynamic hierarchy reporting, which shifts whenever organizational structures change, this feature preserves the original context so reporting remains stable, auditable, and historically accurate. Teams can now trust that roll-ups, trend analysis, and dashboards reflect the structure in place when feedback was captured, eliminating the confusion of responses moving into new org units and ensuring insights drive reliable, reproducible outcomes.

Builder

Support for Adding Multiple End Pages

This release adds support for multiple Survey Submitted End Pages in a single survey, making the post‑submission experience more flexible and personalized. Each End Page can have its own content, styling, translations, and display rules, so respondents see the page most relevant to them. Logic‑based routing with priority ordering ensures the right page is shown every time, while a default fallback page guarantees coverage.

Enhancement to Conversational Survey

This release delivers a smarter, faster conversational experience across channels. Precise AI prompts guide interactions with clarity, while new visual cues show when the system is loading or thinking, keeping you informed at every step. Latency has been significantly reduced, making conversations feel instant and responsive. Unified validation and timeout messaging ensure consistency, so every exchange is seamless, transparent, and easy to follow, helping brands deliver conversations that feel effortless and reliable.

Customization of Error Text

This release introduces customizable and translatable error messages for mandatory rules and all text‑field validations. Survey creators can now tailor messages across live surveys, templates, sandbox, preview, and conversational flows, with intelligent fallback to defaults and version‑history tracking. This ensures clearer, context‑specific guidance and delivers a consistent, high‑quality respondent experience.

Custom font support in Builder

This release gives you the ability to use custom fonts across all CFM experiences, solving the pain of being restricted to a fixed default library. You can now upload your own fonts (TTF, OTF, WOFF) through the Asset Manager and apply them seamlessly in Builder, Distribution, Preview, Live, and Conversational Surveys. Fonts render consistently everywhere, so your branding stays unified, your workflows are simpler, and you gain effortless, end‑to‑end typography control.

​Dynamic End Page CTAs support in builder

This release gives you the ability to create dynamic End Page CTAs using Custom Fields, so you’re no longer limited to static URLs. You can use Case, Transaction, Response, or Profile data as placeholders or logic inputs across End Page CTAs, builder configurations, translations, and all survey modes. With API‑pre‑filled custom fields and automatic fallback handling, you can seamlessly route respondents to the right targeted URLs, scaling your post‑survey experiences while keeping them personalized and effortless.

Improved sorting for survey question reporting

This release introduces enhanced sorting logic for survey reporting. Sorting now follows the order defined in the builder for survey questions and select‑type custom fields, while numeric, date, and text fields are sorted numerically, chronologically, and lexicographically. Special question types such as NPS, CSAT, Rank Order, and Matrix also follow logical sequences. These improvements make dashboards and charts more consistent, predictable, and easier to interpret, ensuring clearer insights and a smoother analysis experience.

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Thank you for using Sprinklr Insights. The 26.1 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.

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