Sprinklr Unified Platform and Cross Products' latest 26.1 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows.

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

AI+ Studio

The following updates are introduced to the AI+ Studio module:

AI+ Feature Access Management 

The new AI Feature Management capability provides a centralized interface to view, enable or disable, and configure all Generative AI features in one place. Users can control access, visibility, and input parameter configurations without navigating multiple settings. 

Benefits and Use Cases: 

• Simplifies governance by providing a single control point for all AI+ features. 

• Improves operational efficiency by reducing navigation across multiple settings. 

• Enables secure and role-based access to advanced AI capabilities. 

File Operations Node in AI+ Studio Pipelines 

The File Operations Node introduces a standardized way to handle files within AI+ Studio pipelines. Users can upload static files or convert existing variables—such as text, URLs, Base64, or media—into usable file, image, audio, or video formats. This solves challenges like token limits for large text inputs and the inability to use API responses directly in prompt nodes. 

Benefits and Use Cases: 

• Streamlines workflows by making file handling native to pipelines. 

• Supports multimodal prompts by converting different data types into usable formats. 

• Reduces token-related issues for large text inputs. 

Support for Multimodal Modalities in BYOM 

The Bring Your Own Model (BYOM) interface now supports full multimodal capabilities. Users can configure input and output modalities beyond text, including Image, Audio, Video, Document, and Embeddings. 

Benefits and Use Cases: 

• Enables integration of multimodal models for richer AI experiences. 

• Supports advanced use cases such as image-based analysis, audio transcription, and video summarization. 

• Improves flexibility for custom model deployments. 

AI+ Partner Reporting 

The Sprinklr AI+ data source in Reporting has been enhanced to provide structured, filterable insights into LLM usage. This includes model and provider context, operational status, and hyperparameter details, enabling partners to monitor and analyze AI+ performance. 

Benefits and Use Cases: 

• Enables you to self-serve analytics and monitor usage. 

• Improves operational transparency for AI+ features. 

• Supports data-driven decision-making for optimization and governance. 

Bulk Testing and Audit Trails – Extended Capabilities 

Bulk testing now supports all text-type variables, including structured fields like picklists and multi-selects, in addition to free-text inputs. This enhancement ensures comprehensive test coverage for complex workflows. 

Benefits and Use Cases: 

• Improves flexibility for testing complex workflows. 

• Enhances audit trails for better compliance and debugging. 

• Reduces manual effort in validating structured inputs. 

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Added Support for Adobe Firefly

Sprinklr AI+ Studio now supports Adobe Firefly as a Bring Your Own Keys (BYOK) provider. This integration enables AI-powered image generation, editing, and brand-compliant creative workflows. Marketers and designers can generate images using natural language prompts, apply custom styles, and enforce brand guidelines.

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Images generated via Adobe Firefly are uploaded to Digital Asset Management (DAM) through the Media Uploader. Once uploaded, these images can be seamlessly reused across campaigns and assets within Sprinklr.

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Sandbox

The following updates are introduced in the Sandbox module:

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Sandbox Support for Dependent Items in Persona Settings

When a Persona App Manager configuration (parent item) includes dependent items, those dependents will be:

• Automatically migrated along with the parent item

• Created in the destination environment

• Maintained with complete linkage to the parent configuration after migration

With this enhancement, both parent items and their associated dependent items are seamlessly migrated across environments, ensuring configuration consistency for Persona Apps.

Quick Switch Between Multiple Sandboxes

The Quick Switch feature in the Sandbox Manager enables users to seamlessly switch between connected sandbox or production environments without the need to log out or perform complex navigation steps. This enhancement streamlines the development and testing workflow by reducing friction, improving productivity, and minimizing context-switching errors.

Background

Previously, switching between sandbox environments required users to perform multiple manual steps, often involving logging out and re-authenticating in the target environment. This process was not only time-consuming but also disrupted the user's workflow.

The new Quick Switch functionality addresses these challenges by introducing an intuitive, efficient way to move between environments directly from the UI.

For more information, refer to the Quick Switch Between Sandbox Environments.

Preview Feature Enhancement

Sprinklr has enhanced Preview functionality of Sandbox Manager to provide greater visibility into data updates before finalizing changes.

Following are the key enhancements:

• Object Level View

  • Easily view all objects that have been updated

  • Download an Excel file of the updated objects for offline reference

• Change Level View

  • Get a detailed summary of changes at the entity level

  • View only the entities that have been updated

  • Get a detailed granular level AI generated summary of changes

  • See entity names and their corresponding values, categorized by:

    • Added

    • Updated

    • Deleted

You will now be able to see all the modifications on the UI using Object Level View and Change Level View tabs. However, you can also download the excel to see the same changes.

Migration support for PCI API

The Sandbox module now supports migration of the PCI API when external APIs are being migrated.

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

Governance

Sprinklr Accessibility and Compatibility 

Sprinklr continues to strengthen accessibility across the platform, aligning with WCAG 2.0 and 2.2, Level A and AA. These updates ensure inclusive access and a consistent experience for all customers. We’ve refined platform interactions to deliver a smoother, more reliable experience. 

These enhancements support Sprinklr’s ongoing commitment to accessibility by improving interaction predictability. 

Interaction Improvements 

The following are some of the key improvements that are made in Sprinklr 26.1 release.  

• Trigger Type Changed to Click (from Hover): Action Menus now open on click instead of hover. This ensures users activate menus intentionally, improving confidence in navigation. 

• Scroll Behavior Refinement: When a menu is active, background content remains fixed, preventing accidental scrolling and keeping focus on the task at hand. 

• Sub-navigation bar visibility: The sub-navigation bar has been removed, allowing users to focus on primary actions without distraction. Example, form fills, pop-up screens, and so on.  

Summary 

• These changes improve usability across devices, particularly for users relying on assistive technology or keyboard navigation. 

• Continues enhancement of Sprinklr’s accessibility features including keyboard operability and inclusive UI behavior. 

For more information, refer to the Sprinklr Accessibility and Compatibility Features.

Feature Settings Page

The Feature Settings page serves as a central interface where users can view, search, and manage settings that were previously controlled by DPs.

It provides a unified way to handle product configurations across modules, reducing manual intervention and ticket volume.

The main goals of this page are to:

• Allow Sprinklr customers to configure features on their own

• Minimize backend dependency and support tickets

• Speed up the enablement and modification process for common feature changes.

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Use Cases

The Feature Settings page provides a centralized, self-service interface that allows customers to:

• Enable, disable, or modify settings that were previously backend-controlled

• View and search feature configurations

• Enables or updates the configuration in real time. Change is applied immediately without raising a support ticket

• Manage configurations consistently across Sprinklr modules

For more information on accessing this page, refer to the Feature Settings Page.

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Integrations

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The following features are released under the Integrations module:

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Integrate Adobe Workfront with Sprinklr

Sprinklr now integrates with Adobe Workfront, creating a seamless connection between Adobe Workfront’s campaign planning and Sprinklr’s publishing workflows. With this integration, teams can plan campaigns in Adobe Workfront and automatically create draft posts in Sprinklr with the relevant metadata and media. These drafts can be further edited, collaborated on, and published from Sprinklr to the respective channels.

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This integration streamlines the end-to-end content lifecycle, reducing manual workflows, maintaining metadata accuracy, and overall team efficiency.

Connections Manager Enhancements

The Connections Manager now includes the following enhancements to improve usability and efficiency:

• Platform Type Filter: You can now filter the connections list based on the platform type (category or purpose of the connector). For example, selecting Customer Support will display tools such as Freshdesk and Zendesk.

• Platform Name Display: The platform name now appears in the Connections Manager form header for clearer context.

• Pre-filled Auth Type: The Connections Manager form automatically pre-fills the supported authentication type, reducing manual input and ensuring accuracy.

Developer Tools in Sprinklr Platform 

Introducing native developer tools support within platform settings, enabling self-service API management without external dependencies. Supported functionalities include: 

• Access and Manage your Developer Apps directly from Sprinklr 

• Manage API keys , secret and generate access token without leaving Sprinklr. 

• Enable or disable client credentials in an app. 

• Revoke keys or delete apps. 

Benefits and Use Cases: 

• Simplifies API lifecycle management for developers. 

• Improves security and operational control. 

• Reduces dependency on external tools for token generation and troubleshooting. 

IP Whitelisting for Sprinklr API Access 

Sprinklr now supports IP whitelisting for API access, allowing customers to enforce network-level restrictions on API usage. Administrators can configure whitelisted IP addresses at the environment or workspace level. Only API requests originating from these approved IPs will be allowed; all others will be blocked automatically. 

Benefits and Use Cases: 

• Enhances security by preventing unauthorized API access. 

• Reduces the attack surface and aligns with enterprise compliance standards. 

• Provides granular control over trusted systems and integrations. 

Support for HTTP/2 Protocol in Extension API Calls 

Outbound API calls from Sprinklr Extensions now use HTTP/2 instead of HTTP/1.1. This upgrade improves performance and efficiency for integrations with external systems. 

Benefits and Use Cases: 

• Faster and more reliable API communication. 

• Better support for modern web standards and optimized network usage. 

Extensions Library Enhancements 

The Extensions Library has been enhanced to deliver greater usability, security, and efficiency for developers and administrators. 

Key enhancements include: 

• API Search Functionality: You can now quickly locate API endpoints using the new search option in the endpoint list on the right side of the OpenAPI specification form. 

• Support for PII Functionality: External API forms now support Personally Identifiable Information (PII) fields, ensuring secure handling of sensitive data during API configuration. 

• Response Parameter Mapping for REST and SOAP APIs: External API configurations now support response parameters for REST and SOAP APIs, including field and type mapping for PII data. Masking logic is applied at the custom field level. 

• Streamlined Connection Setup: You can now create a new connection directly from the Create External API configuration page, eliminating extra navigation steps. 

• Beta Label for Newly Added Platforms: To ensure transparency and manage expectations, any third-party application, platform, or feature that is under evaluation will be marked with a Beta label in the UI. This indicates the integration may not yet be fully stable or feature-complete, and users could encounter limited functionality, bugs, or inconsistent behavior.

These enhancements make the Extensions Library more powerful and user-friendly by: 

• Improving discoverability of API endpoints. 

• Enhancing security for sensitive data through PII support and masking. 

• Simplifying workflows with direct connection creation and better parameter mapping. 

Computer Telephony Integration (CTI)

The following enhancements are being introduced in the CTI module:

Support for Supervisor Custom State

CTI now supports custom states for CTI agents. Configured custom states are correctly applied and displayed for CTI agents, enabling supervisors to view agent states consistently across both CTI and Enterprise.

Custom states represent detailed agent states, such as specific Idle or After Call Work (ACW) activities. This delivers consistent custom state visibility and improved workforce monitoring across enterprise and CTA.

Call Pop-up Action Parity in CTI

CTI now supports the Skip to ACW and Toggle Mute actions in call pop-ups, aligning CTI behavior with Enterprise for these actions.

• Skip to ACW: Allows agents to move directly to ACW from a preview call popup without attending the call.

• Toggle Mute: Allows agents to mute or unmute the ringing sound on call popups.

This provides a consistent and complete call handling experience for agents across Enterprise and CTI.

Trigger ACW at Call Connect

CTI now supports triggering After Call Work (ACW) when a call is connected, allowing agents to view and complete ACW while the call is in progress.

When enabled in ACW settings, the ACW form opens automatically at call connect in the CTI right panel, prioritizing ACW over other Customer 360 options such as guided workflows and nudges. This helps agents capture required information during the call and reduces post call effort, improving overall efficiency.

ACW Timer Extension Support

CTI now supports ACW timer extensions, allowing agents to increase the ACW time when additional minutes are needed to complete tasks. Admins can configure the extension duration and the number of extensions allowed per call.

Updated timers and visual indicators on CTI UI clearly show agents the remaining ACW time. This reduces the number of pending ACW task at the end of the day by allowing automatic system wrap up after a configurable buffer period.

ACW Redial Support

CTI now supports After Call Work Redial, allowing agents to initiate a follow up call directly from the ACW screen. Agents can use direct redial, redial with profile phone number, or redial with a new number to quickly reconnect with customers. This enhancement streamlines follow up calls and helps agents complete post-call task efficiently

Citrix Media Offloading

CTI now supports Citrix Media Offloading, which improves voice quality for agents using Citrix Virtual Desktops. Audio is processed locally on the agent’s machine instead of routing through Citrix servers, reducing latency, echo and jitter caused by double audio hops or shared VM resources.

A new Citrix Setup indicator in the CTI top bar provides immediate visibility of connection status, showing whether Citrix Media is connected or not. This ensures reliable audio performance and helps agents maintain high quality calls in virtual environments.

Transition Screen Actions: Call Recording and Snippet Creation

CTI now supports Transition Screen actions in Guided Path (GP) workflows, enabling agents to create and control call recordings and conversation snippets directly from the transition screen during calls.

Agents can start, pause, delete recordings, and create snippets without leaving the CTI interface, ensuring key conversation moments are captured efficiently.

Outbound Call Modal Enhancements

CTI now provides an enhanced outbound call pop-up that ensures key information is easily accessible to the agent. Highlight fields are fully visible in the preview. The entire modal area, except for the header, voice timer, and call buttons, is scrollable.

This allows agents to view highlight fields, comments, and customer details together. Agents can view all critical call information at a glance, reducing scrolling and improving efficiency during outbound calls.

Sprinklr APIs

The following enhancements are introduced in Sprinklr APIs:

Create Custom Entity - Bulk API

This API allows you to bulk insert multiple records for a custom entity in one request. For example, you can define a custom entity for a product and insert several product records at once.

For more information, see Create Custom Entity – Bulk.

Bulk Update User Profiles API

This API allows you to identify and update multiple user profiles in a single request using either channel-based details or profile IDs, and update contact information and custom properties.

Search User Profile by Phone Number and Email ID

The Search API now supports user profile (PROFILE entity) searches by two key attributes: phone number and email ID.

Partial Update User API: Support for Dot Notation for Nested Attributes

The Partial Update User API now supports dot notation for updating nested attributes, such as name.familyName.

Agent Status Update API Enhancement 

The Agent Status Update API now supports External User Identifiers (externalId) as a valid field for identifying agents. If externalId is included in the request body, Sprinklr automatically resolves it internally and updates the corresponding agent’s status—provided the external ID is mapped to a unique Sprinklr user during onboarding. 

For example, BPOs using Sprinklr’s Workforce Management (WFM) can integrate door access control systems to update agent status in real time when agents tap in/out of premises—automating attendance and shift adherence seamlessly. 

Previously, organizations had to perform a two-step process: 

1. Call a lookup API using their internal identifier (e.g., Employee ID) to retrieve the Sprinklr User ID. 

2. Call the Agent Status Update API with the retrieved Sprinklr ID. 

This enhancement eliminates that extra step, reducing complexity and improving integration efficiency. 

Key Benefits: 

• Streamlined Integration: Organizations can now directly use their internal identifiers (Employee ID or External ID) without additional lookup calls, simplifying workflows. 

• Reduced Latency and API Overhead: Eliminates multiple API calls, improving performance and reducing operational complexity. 

• Greater Flexibility: Enables multi-system integration without forcing adoption of Sprinklr-specific IDs, making it ideal for enterprises managing thousands of agents across platforms. 

For more information, refer to Agent Status Update API. 

Support for Geo-Location Templates in WhatsApp Dynamic Templates API 

WhatsApp Dynamic Templates API now supports GEO_LOCATION as an attachment type in WhatsApp Dynamic Templates. You can include latitude, longitude, name, and address details in your template payload. 

Benefits and Use Cases: 

• Enables location-based messaging for businesses. 

• Supports use cases like store directions, event locations, and delivery tracking. 

Display and Presentations

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

Enhanced Style Kit Customization and Reusability 

With this release, we are introducing support for updating existing Style Kits on the platform, a capability that was not previously available. You can now edit and make changes to an existing Style Kit, and, upon confirmation, you can update the template i.e., the Parent Style Kit. All confirmed changes are automatically applied across associated storyboards, eliminating the need to recreate Style Kits for incremental updates. This improvement enhances customization, maintains design consistency, and significantly improves reusability when managing multiple creatives. 

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). 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 tickets@sprinklr.com.

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