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.

Summary

New Features

The following new features are being introduced in Sprinklr Service:

Agent Copilot

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

Processing Node in Agent Copilot Dialogue Trees

You can now add a Processing Node to your Agent Copilot Dialogue Trees in AI+ Studio. This node allows you to configure a system prompt, add user prompt variables, select an LLM configuration, and choose whether to publish the AI-generated response directly in the bot conversation.

This update gives you greater control over how AI-generated responses are used within your Copilot workflows. You can use the Processing Node to run LLM-powered logic silentlywithout surfacing a response to the agent; route structured JSON outputs to downstream nodes, or publish formatted cards such as Case Summaries and Proactive Summaries directly in the bot conversation.

Care Console

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

Configure Case Layouts by Persona App

Administrators can now assign different case record page layouts to different persona apps. Previously, case layouts were shared based only on user roles, so users with the same role saw the same layout regardless of which persona app they were using.

With this enhancement, layout sharing can be configured at the persona app level. This enables the same case record to appear differently in different Persona Apps, allowing administrators to tailor the case experience to the workflows and information needs of each app.

Suppress Email Recipient Suggestions

You can configure the Care Console to suppress automatic email address suggestions in the Reply Box recipient fields. When this setting is enabled, the suggestion dropdown is limited to only those email addresses that were part of the most recent email in the conversation thread (To and CC fields). Client profile-based email suggestions are not displayed, reducing the risk of agents accidentally selecting unintended recipients.

Configure Case Card Metadata Visibility in Persona App

Administrators can now control the visibility of timestamp and count tags on case cards through Persona App Configuration. A new Case Card Metadata Configuration section allows administrators to show or hide supported metadata elements, including timestamps such as Created On, Assigned On, Due Date, and Latest Customer Message, as well as count-based indicators such as Notes Count, Media Attached Count, Reminder Count, and Engagement Score. This provides greater flexibility to tailor case card views for different personas and align displayed information with specific operational needs.

Ability to Export Case Notes as PDF

Agents can now export all case notes from the Care Console as a PDF. This enhancement provides a dedicated way to capture and share case-related notes, including intermediate updates and manually created case summaries, without relying on conversation exports. The PDF export consolidates all notes associated with a case, making it easier to retain, review, and share case documentation according to organizational record-keeping practices.

For example, when managing a long-running customer issue, an agent can export all case notes at any stage of the investigation to share progress updates, case summaries, or supporting documentation with stakeholders.

Search Cases by Email Attachment Name

Agents can now search for cases in the Case Stream using the names of email attachments. This enhancement makes it easier to locate relevant cases when only an attachment name is known, reducing the need to manually browse case histories or rely on other case details. By extending search capabilities to include attachment names, teams can find customer interactions more quickly and efficiently.

Enhanced Canned Response Discovery with Context-Aware Filtering

Finding relevant canned responses is now more efficient with a new filter-first, folder-aware experience designed for high-volume support environments. Administrators can configure canned response filters in Persona App settings. To use this automatic filtering, they must add a custom field as filter that belongs to both the Case and Media Asset assets.

Configured filters are available in both the canned response pop-up and the canned response widget, helping agents discover relevant responses more quickly while reducing manual searching through large response libraries.

Hide or Delete Sensitive Attachments to Protect PII

Authorized agents can now hide, unhide, or permanently delete individual in-line and external attachments from the Case Third Pane > Attachments section in Care Console. Previously, sensitive content such as bank statements, credit card details, or identification documents could only be masked at the message level, often requiring the entire message to be hidden.

This enhancement introduces attachment-level controls that help organizations protect personally identifiable information (PII) while preserving the visibility of the remaining conversation content. Actions are governed by permissions and are reflected consistently across Care Console, Reporting, Exports, and other supported areas of the platform.

Community

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

Age-Based Login Restriction for Community Access

You can now configure your Community to automatically block underage users from gaining access after authentication. When a user is identified as a minor or child based on their login attributes, their session is terminated, and they are redirected to a configurable restriction page.

The Community login flow supports authentication through OAuth, which provides user profile attributes upon successful sign-in. These attributes can now be evaluated to determine whether a user meets the eligibility criteria for Community access, with blocking and redirect behavior configurable per community.

This update helps you enforce age eligibility policies automatically at the point of login, without requiring manual intervention. It reduces compliance risk by ensuring underage users are consistently prevented from accessing the community on every login attempt.

CSV Export for Community Search Results

You can now export Community search results as a CSV file using the Download as CSV option on the search results page. Once the export is ready, you receive a notification with a download link.

The Community search results page allows users to find posts, discussions, and other content across the Community using queries and filters. The export option appears alongside the existing filter controls and is available only to users who have been granted the Download Results as CSV permission.

This update helps you analyze, share, and review search results more efficiently without manual copy-paste. The exported file includes key fields such as title, author, post type, category, date, and URL, giving you a complete record of your results for offline use.

AI Answers for Community Search, Post Creation, and Thread Pages

You can now access AI-generated answers on the Search Results, New Post Creation, and Thread Discussion pages in Community. Answers are drawn from Community content and configured external sources, and can be triggered on demand, regenerated, or refined through user feedback.

The Auto-Generated Answers feature uses content from the Community, Knowledge Base, uploaded documents, and external websites to generate contextually relevant responses. Administrators can configure which pages display AI answers, define content freshness settings, and manage source data from the AI Features section in Content Settings.

This update helps reduce the effort required to find relevant answers by surfacing AI-generated responses at key points in the community workflow.

AI Writing Assistant in the Community Text Editor

You can now access an AI writing assistant directly from the Community text editor. Select from predefined transformations and review the generated output in a popup before applying it to your content.

The writing assistant is an AI feature embedded in the Community text editor that helps users refine their content before publishing. Administrators can enable or disable the feature and individual transformations through Feature Access Management, and configure AI model behavior and visibility.

Spam Moderation Configuration in AI+ Studio

You can now configure AI-powered spam moderation in AI+ Studio by defining indexing filters and inference prompts for a spam classifier model. Messages identified as spam are tagged with a new AI Spam field, and you can provide feedback to refine classification accuracy over time.

This update helps you automate spam detection across Community content, reducing the manual effort required to identify and remove unwanted messages. The feedback mechanism enables the classifier to improve over time, minimizing repeated misclassifications.

Conversational Analytics

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

Action Plan Integration in Insights Hub

You can now link insights directly to Action Plans from the Insights Hub. Using the options menu on an insight card or the Action Plans section in the insight details pane, you can create or update an Action Plan and track corrective steps based on your root cause analysis findings. 

Insights Hub is a workspace within Conversational Analytics where analysts review trends and root cause analysis (RCA) findings from customer conversations. Action Plans are used to organize and track corrective steps across teams in response to identified issues. A single insight can be added to multiple Action Plans, and a single Action Plan can include multiple insights. 

This update helps you connect insight discovery with action tracking in a single workflow. By linking insights to Action Plans directly from the Insights Hub, you can assign follow-up steps, track resolution progress, and ensure that root cause findings lead to measurable corrective actions without switching between tools. 

Contact Drivers by Agent View in Mobile Case Analytics 

You can now view Contact Drivers grouped by agent directly in the Case Analytics view on the Sprinklr mobile app. By tapping the Agent button in the Contact Drivers expanded view, you can see which agents were reported to and which agents answered, with clear Reported and Answered tags displayed on each contact driver. 

The Case Analytics view on the Sprinklr mobile app allows analysts to explore conversation data and quality metrics directly from their phone. Contact Drivers are grouped by agent, including an Unassigned category for cases with no mapped agent, and are segregated into Reported To and Answered By sections within each agent card. 

This update helps you identify agent-level patterns in contact driver data without needing desktop access. By seeing which agents customers reported issues to and which agents resolved them, you can make more targeted coaching decisions and gain clearer visibility into individual agent performance directly from your mobile device. 

AI-Detected Topics and Agent View in Mobile Case Analytics 

You can now view AI-detected conversation topics in the Case Analysis widget on the Sprinklr mobile app. Topics are grouped by type such as Customer Issue Detail, Customer Dissatisfaction, and Agent Transfer Reason — and displayed with associated message snippets. You can tap the Agent button to view topics organized by the agents involved in the conversation. 

The Case Analysis widget on the Sprinklr mobile app surfaces these insights alongside other conversation metrics for cases you review on the go. Topic type markers also appear in the conversation timeline, and tapping a marker displays the detected topic name and type at that point in the interaction. 

This update helps you quickly understand the full scope of a conversation directly from your mobile device. By reviewing AI-detected topics and seeing which agents were involved, you can identify customer concerns and evaluate agent handling without needing to access a desktop. 

Interaction Phase Analysis in Mobile Case Analytics 

You can now view a phase-by-phase breakdown of interaction duration in the Interaction Duration widget on the Sprinklr mobile app. Using the chart switcher, you can toggle between the By Phases chart showing time spent across phases such as Opening, Troubleshooting/Triaging, Hold Time, and Closure and the existing By Talk Time (voice) or By Wait Time (digital) view. 

The Interaction Duration widget in Case Analytics shows how time is distributed across a conversation for a given case. The By Phases chart breaks handling time into up to 7 conversation phases and presents Overall, By Agent, and Unassigned sections, giving you a detailed view of where time was spent across agents during an interaction. 

This update helps you identify where agents are spending the most time during customer interactions, whether in verification, troubleshooting, or hold phases. By reviewing per-agent phase breakdowns directly from your mobile device, you can spot operational inefficiencies and take faster coaching action without needing desktop access. 

Guided Workflows

​Sequential Automatic Picklist Expansion

Guided Workflows now automatically expand dependent picklists as agents make selections, reducing manual clicks and streamlining form completion. 

When a value is selected in a parent picklist, the next eligible dependent picklist automatically opens. This continues sequentially through the dependency chain (for example, Country → State → City). Child picklists expand only when they are visible, enabled, and have available options. 

Benefits

• Reduces agent clicks during form completion.
• Speeds up Guided Workflow execution.
• Improves navigation across hierarchical picklists.
• Preserves existing validation, visibility, and dependency logic.  

Example

• Select Country → State expands automatically
• Select State → City expands automatically
• Select City → Next dependent picklist expands automatically (if configured) 

Impact

This enhancement helps agents complete Guided Workflow forms faster while maintaining existing workflow behaviour and validations.

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Hide Close Button Across All Runner Views

The Hide Close Button setting now applies to Modal View and Guided Workflow Widget runners, in addition to the existing Quick Window and Third Pane views.

Enhancement

• Hides the close (X) button across all Guided Workflow runner views when enabled.
• Uses the existing configuration; no new setting is required.
• Updates the setting label to Hide Close Button across all runner views.
• Removes the existing help text for a cleaner configuration experience.

Benefits

• Provides a consistent experience across all Guided Workflow runners.
• Simplifies configuration with a single setting for all supported views.

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Hide Close Button Across All Runner Views

The Hide Close Button setting now works across all Guided Workflow runner views, including Modal View and Guided Workflow Widget, in addition to the existing Quick Window and Third Pane views.

Benefits

• Delivers a consistent experience across all Guided Workflow runners.
• Uses the existing configuration with no additional setup required.
• Simplifies settings by renaming the option to Hide Close Button across all runner views and removing the help text.

Impact
When enabled, the close (X) button is hidden across all supported Guided Workflow runner views.

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Custom Execution Failure Messages

Guided Workflows now support custom execution failure messages for both internal and external workflows, allowing organizations to replace the default system error with user-friendly, business-specific messaging.

Enhancement

• Configure a custom message displayed when a workflow encounters an unexpected execution error.
• Supports translations through the existing Guided Workflow localization framework.
• If no custom message is configured, the default system message continues to be displayed.

Benefits

• Improves end-user experience with clearer, contextual error messages.
• Supports organization-specific branding and terminology.
• Delivers localized error messages based on the user's language preferences.

Impact
Administrators can now provide meaningful, translated error messages that are displayed consistently across internal and external Guided Workflows.

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Radio Button Deselection Support

Guided Workflows now allow users to deselect a selected radio button by clicking it again when the radio field is not mandatory.

Enhancements

• Supports deselection of non-mandatory radio button selections.
• Prevents screen transitions when a radio button is deselected.
• Disables radio button interactions during screen transitions, aligning behavior with checkboxes and Date/Time fields.

Benefits

• Improves user control when updating selections.
• Prevents unintended workflow actions during deselection.
• Delivers a more consistent experience across Guided Workflow form components.

Impact

Users can now easily clear non-mandatory radio button selections without triggering unnecessary screen transitions, improving form usability and flexibility.

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Viber Support in Send Message Node

The Send Message node now supports the Viber Service Channel, enabling Guided Workflows to send messages through Viber.

Enhancement

• Adds Viber as a supported channel in the Send Message node.
• Exposes messaging fields similar to the existing WhatsApp channel experience.
• Provides a consistent configuration experience across supported messaging channels.

Benefits

• Expands channel coverage for Guided Workflows.
• Enables customer communication through Viber.
• Simplifies message configuration by aligning Viber with existing channel capabilities.

Impact
Administrators can now configure and send messages via the Viber Service Channel directly from Guided Workflows.

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Character Limit Enforcement for Text Area Inputs

Text Area Input components now support independent character limit enforcement for typing and pasting, giving administrators greater control over how users enter content.

Enhancement

• Added two configuration options:

  • Enforce Limit While Typing
  • Enforce Limit While Pasting
• Each setting can be enabled or disabled independently.
• Both options are disabled by default.

Benefits

• Provides flexibility for different data entry requirements.
• Allows separate handling of typed and pasted content.
• Supports multiple enforcement scenarios without impacting existing workflows.

Impact
Administrators can now configure character limit enforcement based on how users enter text, ensuring a more tailored and controlled form-filling experience.

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Streamlined Filter Configuration in Records Nodes

Records nodes now display only supported entities and filterable fields when configuring filters in Get Record, Get Records, Update Records, and related nodes.

Enhancement

• Removes unsupported entities and fields from filter options.
• Displays only valid fields that can be used for filtering.
• Simplifies filter configuration and reduces setup errors.

Benefits

• Improves configuration clarity and usability.
• Reduces trial-and-error and debugging effort.
• Helps ensure valid filter configurations and smoother workflow execution.

Impact
Configurators can now build Records node filters using only supported entities and fields, resulting in a more intuitive and reliable configuration experience.

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Display Disabled Nodes in Node Selection Panel

The Guided Workflow node selection panel now displays all available nodes, including those that are not supported in the current canvas position. Unsupported nodes appear greyed out and disabled instead of being hidden. 

Enhancement

• Displays all nodes regardless of where the node panel is opened.
• Clearly identifies unsupported nodes with a disabled visual state.
• Prevents selection of unsupported nodes while keeping them visible.
• Improves discoverability of available workflow capabilities.

Benefits

• Reduces confusion caused by context-based node filtering.
• Helps configurators understand which nodes are available and where they can be used.
• Improves workflow design by providing greater visibility into Guided Workflow capabilities.

Impact
Configurators can now see the complete list of nodes, with unsupported options clearly greyed out, resulting in a more intuitive and transparent workflow-building experience.

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Deprecation of Global Variables in the UI

The Guided Workflow Global Variables configuration has been deprecated from the Guided Workflow UI. Going forward, Process Engine Global Variables are the recommended approach for new implementations.

Enhancement

• Removes Guided Workflow Global Variables from the UI.
• Existing workflows that use Global Variables continue to function without changes.
• No automatic migration is performed as part of this update.
• Process Engine Global Variables are now the recommended solution for global variable management.

Benefits

• Aligns Guided Workflows with the centralized Process Engine architecture.
• Encourages adoption of a single, modern global variable framework.
• Simplifies the Guided Workflow configuration experience.

Impact

Existing workflows remain fully functional, while new implementations are directed to use Process Engine Global Variables for managing shared workflow data.

AllPeoplePeopleFilesFilesMeetingsMeetingsEmailsEmailsChatsChatsChannelsChannelsSitesSitesOtherOther

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AI-Powered Debug Panel

The new AI-powered Debug Panel analyses workflow execution logs and provides a clear summary of failures.

Enhancements

• Identifies the likely cause and affected nodes.
• Suggests corrective actions where possible.
• Supports filtering by node type, execution time, and status.
• Provides a View Node option, subject to workflow permissions.

Benefits
Reduces manual log analysis, accelerates troubleshooting, and helps configurators resolve workflow errors more efficiently.

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AI-Assisted Workflow Generation with Copilot

Copilot is now integrated into the Guided Workflow canvas, enabling configurators to generate workflow skeletons from natural language prompts or uploaded documents.

Enhancements

• Generate workflows using a simple text prompt or supporting documentation.
• Automatically creates a workflow skeleton with relevant nodes.
• Highlights incompletely configured nodes for easy identification.
• Supports workflow summarization and update suggestions for existing workflows.

Benefits

• Accelerates workflow creation and reduces manual effort.
• Lowers the learning curve for new configurators.
• Helps teams rapidly convert business requirements into Guided Workflow designs.

Impact

Configurators can use Copilot to quickly generate and refine Guided Workflows, reducing time-to-value while maintaining full control over workflow customization and deployment.

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Enhanced Element Search for Nested Actions

The Guided Workflow Builder now supports hierarchical action search, making it easier to discover and navigate deeply nested actions.

Enhancements

• Search results now include actions across all hierarchy levels.
• Displays the full action path (for example, System Actions → Execute Action → Create a Support Case).
• Automatically expands and highlights the selected action within the builder.
• Clearly distinguishes similarly named actions by displaying their complete paths.
• Unsupported actions remain visible in search results but appear disabled when they cannot be used in the current context.

Benefits

• Improves discoverability of deeply nested actions.
• Reduces the need to manually expand multiple action groups.
• Helps configurators find and configure actions faster and with greater confidence.

Impact

Configurators can now locate actions from anywhere in the hierarchy using a single search, delivering a faster and more intuitive workflow-building experience.

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Refresh Default Values on Screen Re-Entry

Guided Workflows now support Refresh Default Value, a field-level setting that re-evaluates default values when a screen is revisited through forward navigation.

Enhancements

• Adds a Refresh Default Value option for supported fields.
• Re-evaluates default values when users return to a screen via workflow navigation (for example, through a Go To node).
• Preserves existing behaviour during Back navigation, ensuring user-entered values remain unchanged.
• Enables Dynamic Tables to accept raw values as default values, allowing implementations to restore table state when required.

Benefits

• Ensures fields display the latest data after workflow updates.
• Reduces the need for workarounds that reset screen values.
• Provides greater flexibility for dynamic and data-driven workflows.
• Helps maintain a more consistent user experience across screen re-entry scenarios.

Impact

Configurators can now selectively refresh field default values when screens are revisited, while retaining full control over how Dynamic Table state is managed and restored.

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Dynamic Color-by-Condition Support for All Dynamic Table Sources

Dynamic Tables now support Color by Condition for all supported data sources, enabling conditional formatting regardless of how table data is populated.

Enhancement

• Extends dynamic colour computation to Dynamic Tables populated:

   

  • By Variable
  • By API
  • By Entity
  • By Matrix Table
• Applies conditional colour rules consistently across all supported sources.

Benefits

• Delivers a consistent visual experience across Dynamic Tables.
• Improves data visibility by highlighting records based on configured conditions.
• Eliminates source-specific limitations for conditional formatting.

Impact

Configurators can now use Color by Condition across all Dynamic Table data sources, making it easier to highlight important information and improve data readability within Guided Workflows.

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AES-ECB Support with Hex Encryption

Guided Workflows now support Hex format encryption and decryption when using the AES-ECB (Electronic Codebook) encryption method.

Enhancement

• Adds Hex format support for AES-ECB encryption and decryption.
• Enables AES-ECB to be used for securing URL parameters and workflow data.
• Maintains compatibility with existing AES-CBC and AES-GCM encryption methods.

Benefits

• Expands encryption format options for Guided Workflow implementations.
• Supports integration scenarios requiring Hex-encoded encrypted values.
• Provides greater flexibility for handling encrypted URL parameters and data exchange.

Impact

Configurators can now use AES-ECB with Hex encoding for encryption and decryption use cases while continuing to leverage existing AES-CBC and AES-GCM capabilities without changes.

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Non-Blocking API Execution and Response Synchronisation

Guided Workflows now support non-blocking API execution, allowing multiple independent API calls to run concurrently and reducing overall workflow execution time.

Enhancements

• Introduces Proceed Without Waiting as an API execution mode, enabling workflows to continue without waiting for an API response.
• Adds a new Await API Responses action to synchronise pending API calls before downstream processing.
• Allows multiple independent APIs to be triggered in parallel using separate API nodes.
• Preserves existing API response handling, including mapped outputs, raw responses, and exception variables.
• Supports existing Wait for API Response behaviour for dependent API calls.

Benefits

• Reduces latency caused by sequential API execution.
• Improves workflow performance for API-intensive use cases.
• Provides greater flexibility when orchestrating multiple independent integrations.
• Maintains backward compatibility with existing API configurations.

Impact

Configurators can now execute independent API calls concurrently and use Await API Responses as a synchronisation point, enabling faster and more efficient workflow execution.

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Fixed-Pattern Numeric Input Formatting

Number Input fields now support fixed-pattern numeric formats with automatic validation and formatting.

Enhancements

• Restricts input to numeric characters (0-9) only.
• Blocks letters, special characters, and spaces.
• Supports configurable fixed patterns (for example, XXX-XXXX-XXXX).
• Automatically formats entered digits to match the configured pattern.
• Automatically reflows remaining digits when a digit is removed, preventing gaps within the pattern.

Benefits

• Improves data accuracy and consistency.
• Simplifies entry of structured numeric values such as account numbers, IDs, and phone numbers.
• Reduces manual formatting effort for end users.

Impact

Configurators can now enforce structured numeric input formats while providing a smoother and more intuitive data-entry experience.

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Timeout Paths for API and VXML Nodes

API and VXML nodes now support a dedicated Timeout path, enabling workflows to handle timeout scenarios separately from general failures.

Enhancements

• Adds a Timeout output path to API nodes, allowing timeouts to be handled independently from API errors.
• Adds a Timeout output path to VXML nodes for scenarios where users do not respond within the configured timeframe.
• Supports customised fallback actions such as retries, alternate APIs, prompt replays, escalations, or redirects.
• Preserves existing Success and Failure paths without changing current node behaviour.

Benefits

• Improves clarity by distinguishing timeouts from other failures.
• Enables more resilient and configurable IVR experiences.
• Simplifies implementation of timeout-specific recovery and routing logic.

Impact

Implementers can now create dedicated timeout handling flows for both API and VXML nodes, resulting in more reliable and flexible IVR experiences.

Knowledge Base

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

PDF Export Support for Knowledge Base Articles

You can now export Knowledge Base articles in PDF format from the article list view. You can select multiple articles for bulk export and receive a notification with a download link once the export is complete.

The bulk article export feature allows Knowledge Base administrators to export article content for record-keeping, collaboration, and distribution. This update helps you distribute and archive article content more efficiently by providing a print-ready format that preserves text styling, images, tables, and layout.

Live Chat

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

Hybrid Authentication Support

Live Chat now supports hybrid authentication, enabling a single Live Chat application to use both pre-authentication and SSO authentication. This capability addresses scenarios where pre-authentication is used for initial login and SSO is used for mid-chat authentication, helping organizations support multiple authentication paths within the same chat experience while maintaining a single chat application.

For example, a user who has already signed in to a website can be authenticated through pre-authentication when starting a chat, while a guest user can authenticate through SSO during an active conversation when authentication becomes necessary.

Custom Field Pre‑filling in the Contact Details Form

Sprinklr Live Chat now supports pre‑filling Contact Details Form fields using values stored in profile‑level custom fields. When a form field is mapped to a custom field, the system can automatically retrieve and display the stored custom field value as the pre‑filled default when the form loads. This reduces manual data entry, improves accuracy, and lowers Average Handle Time (AHT).

For example, if a customer’s zip code is already stored in their profile as a Custom Field, the “Zip Code” field in the Contact Details Form will be auto‑filled when the form opens.

Multiple Business Hours with Welcome Messages

Live Chat now supports multiple business hour configurations, each with its own welcome message. Administrators can define different business hours and pair them with unique greetings, ensuring customers receive clear, time‑appropriate communication. This enhancement makes it easier to personalize engagement and improve customer experience.

For example, a store might set one business hour range for weekdays and another for weekends. Customers entering chat during weekday hours could see a message highlighting standard support availability, while weekend visitors receive a message tailored to weekend service. This helps businesses deliver the right message at the right time.

Video Call Recording View and Download Permissions

Live Chat supports separate permissions for viewing and downloading video call recordings. Administrators can grant agents access to view recordings only, or to both view and download them. This provides finer control over access rights and ensures video recordings are managed more securely.

For example, an administrator may allow agents to view recordings for follow‑up interactions, while reserving download access for team leads responsible for quality review. This separation helps organizations handle sensitive video assets appropriately while still supporting operational needs.

Outbound Voice & Dialers

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

Campaign Manager Copilot for Campaign Performance Analysis and Insights

This release introduces Outbound Voice: Campaign manager Copilot - Ability to analyse, get insights and summarise Campaign Performance, a read-only AI-powered assistant embedded within the Outbound Voice Campaign Manager experience. Campaign managers can now ask campaign performance questions in natural language and receive instant answers, summaries, and analytical insights without having to navigate reports or export data.

This capability is designed to help campaign managers make faster operational decisions and improve campaign performance monitoring. Previously, managers needed to manually review reports and dashboards to obtain lead-level insights, making it difficult to quickly identify declining connect rates, uncalled lead backlogs, or exhausted lead populations. Campaign Manager provides immediate access to actionable campaign intelligence and reduces reliance on manual reporting workflows.

Users can also request metrics for custom date ranges, such as the last three or seven days, allowing performance comparisons across different campaign periods. All responses are generated using the campaign's reporting source of truth to ensure accuracy and consistency with existing reporting systems.

Campaign managers running Outbound Voice campaigns benefit most from this feature. The Copilot is accessible via Permission and Copilot option added in Persona, allowing users to obtain campaign performance insights within the context of the campaign they are actively managing. This helps managers monitor campaign health and identify operational bottlenecks, measure dialling effectiveness.

Use this feature when validating campaign loads, analysing call outcomes, monitoring connectivity trends, tracking callable inventory, reviewing disposition distributions across different time periods. The conversational experience provides a faster and more intuitive way to access campaign analytics, enabling campaign managers to spend less time searching for data and more time optimising campaign performance.

Quality Management

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

Interaction Phase Duration Conditions in Automated Quality Management 

You can now add an Interaction Phase Duration Condition to Automated Quality Management scoring rules in the Rule Engine. This update allows you to evaluate the time an agent spent on a detected interaction phase—such as greeting or troubleshooting—and apply a score to the interaction based on that duration. 

This update helps you identify where agents spend the most time during customer interactions, apply time-based quality criteria alongside standard scoring, and surface coaching opportunities more effectively. It gives quality managers greater control over how interactions are evaluated and reduces the manual effort needed to assess agent performance. 

Reporting and Analytics

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

General Availability of Sprinklr DataStream

Sprinklr DataStream is now generally available, enabling organizations to securely and seamlessly access Sprinklr Service data within their preferred cloud data lake environment.

DataStream provides scalable access to both granular event-level data and curated reporting datasets, empowering organizations to analyze customer service operations using their own business logic, analytics platforms, and reporting frameworks. Depending on data governance and architectural requirements, customers can choose between a Sprinklr-managed deployment or integration with a supported customer-managed data lake.

By extending Sprinklr data into enterprise data ecosystems, DataStream enables organizations to unify contact center insights with CRM, workforce management, marketing, product, finance, survey, and other business datasets. This unified data foundation supports customer journey analysis, operational reporting, advanced analytics, and AI-powered decision-making across the enterprise.

Key Benefits

• Flexible Data Access: Access event-level operational data and analytics-ready reporting datasets in a supported cloud data lake environment.

• Custom Reporting and Metrics: Build KPIs, SLAs, scorecards, and reporting frameworks tailored to your organization's unique business requirements.

• Enterprise-Wide Analytics: Combine Sprinklr Service data with data from other enterprise systems to create unified views of customer experiences and operational performance.

• Accelerated Insights: Leverage curated datasets without the complexity of developing and maintaining custom data export pipelines.

• Managed Data Operations: Reduce operational overhead with Sprinklr-managed ingestion, processing, schema management, and data refresh workflows.

• Open Analytics Ecosystem: Analyze data using your preferred BI tools, SQL-based workflows, notebooks, and analytical platforms.

• AI-Ready Data Foundation: Support forecasting, customer journey intelligence, executive reporting, and AI-driven use cases with governed and structured data.

• Security and Governance: Maintain data isolation, access controls, and governance standards for sensitive business information, including personally identifiable information (PII).

• Scalable Reporting Coverage: Extend analytics across voice, digital, case management, callbacks, surveys, quality monitoring, and agent performance as DataStream continues to expand its supported datasets.

For configuration details, supported datasets, and access models, see the DataStream documentation.

Sprinklr VoiceConnect

The following features are being introduced in the Sprinklr VoiceConnect module:

VoiceConnect Reporting Revamp

This release revamps the VoiceConnect reporting experience by standardising key VoiceConnect reports within Service Analytics. Two new standard reports, Voice Insights and Call Detail Record (CDR), are now available across all VoiceConnect partners. Voice Insights provides reporting for overall, inbound, and outbound voice interactions, while the CDR report delivers detailed call-level records. These reports have been added to the VoiceConnect Standard Persona App, replacing the previous VoiceConnect Standard Dashboard to provide a unified and consistent reporting experience.

This enhancement is designed to improve reporting consistency, simplify access to critical voice operational metrics, and align VoiceConnect analytics with the Service Analytics framework. By standardising reporting across partners and consolidating reporting capabilities into dedicated Service Analytics reports, teams can more effectively analyse call performance, monitor operational trends, and perform root-cause analysis using a modernised reporting foundation.

The reporting experience retains the majority of the existing dashboard structure, widgets, layouts, and visualisations to minimise disruption for users.

Voice operations teams, contact centre supervisors, analysts, quality teams, and administrators using VoiceConnect can leverage these reports to monitor inbound and outbound voice performance, review detailed call records, analyse operational metrics, and gain deeper insights into voice channel effectiveness. The reports are available as standard reports for all VoiceConnect partners and can be accessed through the VoiceConnect Standard Persona App.

Use Voice Insights when monitoring voice performance trends, analysing operational metrics, investigating service issues, or conducting root-cause analysis across voice interactions. Use the Call Detail Record report when reviewing call-level activity, validating reporting data, auditing voice operations, or analysing detailed interaction records.

Supervisor Console

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

Introducing Skill Monitoring

The Skill Monitoring screen is introduced that provides supervisors with real-time visibility into skill performance, agent utilization, staffing levels, and overall queue health. Supervisors can monitor how skills are distributed across agents, identify skills that are active, underutilized, or overburdened, and make informed staffing and training decisions.

The Skill Monitoring screen includes key metrics such as Pending Count, In Progress Count, Average Wait Time, Available Agents, and Logged In Agents, helping supervisors assess skill coverage and operational performance at a glance.

Skill Proficiency Filtering for Agent Monitoring

Agent Monitoring now supports skill proficiency-based filtering through Advanced Filters. Supervisors can select a skill and apply proficiency criteria using operators such as Greater than, Greater than or Equal to, Less than, Less than or Equal to, Equals, and Not Equals.

This enhancement extends existing skill filtering capabilities by allowing supervisors to filter agents based on skill proficiency and identify agents who match specific skill and proficiency criteria.

Configurable Visibility for Agent Activity Type Filters

Agent activity views now display only the activity types that have been explicitly configured for a user view, reducing clutter and helping users find relevant activity options more quickly. Administrators can manage visible activity types through Persona App Manager configuration, ensuring that duplicate, unused, or irrelevant activity types are not presented to end users.

Supervisor Actions Reporting

You can now create reports that provide visibility into a broader range of supervisor actions, helping organizations understand how supervisors manage agents, queues, and operational workflows. Reports capture key contextual details for each action, including:

• Supervisor Name and Supervisor User ID

• Agent Name and User ID

• Queue Name

• Action Type

• Timestamp

Supported actions include:

• Agent-level actions: Agent Logouts, Status Changes, Capacity Configuration Changes, Skill Edits, Macros Applied, Agent 360 Views, and supervisory interventions such as Listen, Whisper, and Barge In.

• Queue-level actions: Queue Edits.

• Campaign-level actions: Segment Edits.

By consolidating supervisory actions and related context into reporting, organizations can improve operational visibility, strengthen accountability, and support auditing, compliance, and performance review requirements.

Filter Monitoring Screens Using Custom Fields

Custom fields are now available as filters across monitoring screens, making it easier for supervisors to segment and analyze operational data using customer-specific attributes. This enhancement allows teams to quickly refine monitoring views based on relevant custom field values without requiring additional configuration, helping supervisors focus on the information most relevant to their operational needs.

Voice AI (Text-to-Speech and Speech-to-Text)

The following feature has been introduced in Sprinklr Service’s Voice AI module:

Configure Speech Engines for Voice AI Applications

Voice AI now supports dedicated Speech Engine Configurations, enabling administrators to configure and manage speech processing settings for AI-powered voice applications from a centralized interface. Administrators can create multiple speech engine configurations, customize speech recognition and synthesis behavior, and assign configurations
to specific applications based on business requirements.

What's New

Dedicated Speech Engine Configuration

Administrators can create and manage Speech Engine Configurations from Voice AI. Each configuration can contain settings related to:

• Speech-to-Text (STT)

• Text-to-Speech (TTS)

• Conversation management

• Turn-taking behavior

• Interruption handling

• Language preferences

• Advanced speech-processing controls

Centralized Configuration Experience

A new configuration screen provides a unified setup experience for speech engine settings, making it easier to manage
speech-processing behavior without configuring individual components separately.

Support for Multiple Configurations

Organizations can create multiple Speech Engine Configurations and select the appropriate configuration for individual Voice AI applications and use cases.

Enhanced Speech Controls

Speech Engine Configurations support advanced conversational settings, including:

• Agent responsiveness controls
• Turn-taking controls
• Silence detection settings
• Interruption handling
• Ignore interruption terms
• Speech recognition optimizations
• Pronunciation and speech output settings

Noise Suppression Support

Noise Suppression settings are available within speech recognition configurations to help improve transcription quality for audio that contains background noise.

Voice IVR

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

IVR Co-pilot Enhancements for Conversational Design, Intelligent Flow Understanding, and Version Change Tracking

This release introduces a comprehensive set of AI-powered enhancements to the IVR Builder, enabling administrators and implementation teams to create, modify, understand, validate, and maintain IVR workflows more efficiently. Users can now generate complete IVR flows from natural language prompts, edit existing workflows through conversational commands, simulate caller journeys directly within a chat interface, automatically group related nodes into business-focused sections with summaries, and view human-readable version history change logs that explain what changed between IVR versions.

These enhancements are designed to reduce the time and effort required to build and maintain complex IVR experiences. Traditionally, teams had to manually configure and connect nodes, navigate large workflows to understand business logic, and compare versions manually to identify changes. By leveraging AI to automate workflow generation, use case identification, node summarisation, flow simulation, and version change tracking, organisations can accelerate implementation, simplify maintenance, improve collaboration, and validate IVR logic with greater confidence.

The release introduces several key capabilities. IVR Co-pilot can generate complete IVR workflows from plain-language descriptions, make contextual updates to existing flows, and simulate caller journeys while highlighting execution paths, branch decisions, and variable states. AI automatically analyses IVR structures to identify groups of nodes that represent distinct business functions such as authentication, payment processing, complaint routing, language selection, or agent routing, and visually organises them on the canvas with meaningful labels and summaries. Individual nodes also display AI-generated summaries for quicker understanding. Additionally, the version history panel now includes auto-generated, human-readable change logs that clearly describe modifications between versions, including node additions, removals, updates, transition changes, variable updates, and flow-level configuration changes. These enhancements work across both new and existing IVR flows without affecting underlying workflow logic.

Implementation Consultants, Client Administrators, Product Operations teams, Support teams, and QA Engineers benefit from these capabilities. Consultants can rapidly prototype and refine IVR designs using conversational prompts, administrators can make changes without extensive IVR Builder expertise, support and operations teams can more easily understand and maintain large workflows, and QA teams can validate customer journeys without configuring test voice applications or placing test calls.

Use these capabilities when designing new IVRs, updating existing workflows, validating call flows, onboarding new team members to complex implementations, analysing workflow structure, troubleshooting changes across versions, or maintaining large-scale IVR deployments that require faster navigation, documentation, and governance.

Workforce Management

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

Reusable Split Profiles for Forecast Scenarios

This update allows you to create and apply reusable Split Profiles within Forecast Scenarios created with Parent Work Types, assign different Split Profiles to specific date ranges, and configure AHT distribution for each Child Work Type directly from the Forecast Scenario module.

Split Profiles define how forecast volume for a Parent Work Type is distributed across its associated Child Work Types. This enhancement reduces planning effort by allowing you to reuse Split Profiles across specific date ranges within a single Forecast Scenario, instead of creating separate scenarios for each period.

Workforce Management Settings in Feature Settings

You can now configure Workspace-level default settings for Workforce Management from the dedicated Workforce Management section in Feature Settings. This includes settings for time format, start day of week, shift and activity standards, aggregation baselines, adherence fallbacks, and policy violation alerts.

Feature Settings is a centralized configuration area where administrators define default behaviors and preferences across modules. This update helps you establish consistent default values across all Workforce Management features from a single location, reducing repetitive manual configuration and ensuring that time formats, schedule standards, and adherence fallbacks are applied uniformly across your organization.

Feature Updates

The following feature updates are being introduced in Sprinklr Service:

After Call Work (ACW)

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

Rich Text Input and Hierarchical Picklist Components Now Available in ACW Builder

You can now add Rich Text Input and Hierarchical Picklist components when configuring an After Call Work (ACW) screen. This enhancement gives administrators greater flexibility when designing ACW experiences and capturing structured agent inputs after customer interactions.

What's New

• Added support for the Rich Text Input component in ACW Builder.
• Added support for the Hierarchical Picklist component in ACW Builder.
• These components function the same way they do in Guided Workflows and can now be included in ACW screen configurations.

Enhanced AI-Powered ACW Prefill Experience for Display-Only Screens

Sprinklr has enhanced AI-powered After Call Work (ACW) prefill to deliver a more streamlined experience and optimize AI usage.

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When an ACW screen contains only Display Components, such as informational text or instructions, Sprinklr now intelligently
identifies these screens and displays them immediately without triggering AI prefill processing. This helps ensure that AI resources are focused on screens that contain fields requiring agent input.

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With this enhancement:

• Display-only screens load immediately for agents.
• The AI prefill experience is focused on screens that contain editable fields.
• AI token consumption is optimized by processing only screens that can benefit from prefill.
• The prefill loading message is shown only when AI-generated field suggestions are being created.

Global Field Permissions Are Now Available Under After Call Work

To provide a more intuitive configuration experience, permissions related to Global Fields have been moved to the After Call Work
permission category. This update groups Global Field administration controls alongside other ACW-related configurations, making it easier for administrators to manage access from a single location.

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The following permissions are now available under After Call Work:

• View Global Fields
• Create Global Fields
• Edit Global Fields
• Delete Global Fields

This is a permissions reorganization only. Existing permission capabilities and access controls remain unchanged.

Agent Copilot

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

Smart Qualifiers for Proactive Tasks in Agent Copilot

You can now add qualifying and disqualifying conditions to proactive tasks in Agent Copilot. Qualifying conditions specify when a proactive nudge is triggered, and disqualifying conditions suppress the nudge even when a trigger match occurs. You can configure these conditions in the task configuration form in AI Studio. 

Proactive tasks in Agent Copilot are AI-driven tasks that automatically surface nudges to agents when defined conversation triggers are detected. They fit into the broader task configuration workflow and are set up in AI Studio as part of your Agent Copilot configuration. 

This update helps you ensure that proactive nudges reach agents only in the most relevant situations. By setting disqualifying conditions, you can prevent unnecessary interruptions, reduce agent distraction, and improve the accuracy of AI-assisted guidance during customer interactions. 

Streaming Support for Proactive Tasks in Agent Copilot 

You can now use streaming for Proactive Tasks in Agent Copilot. When streaming is enabled, answers appear in real time as they are generated during on-demand requests, instead of waiting for the full response to complete. 

This update helps you access relevant information faster during live conversations and reduces perceived wait time. You can begin responding to customers with confidence while Agent Copilot continues generating the full answer, improving your responsiveness during support interactions. 

Latency Metrics in Agent Copilot Reports 

You can now view latency metrics for Agent Copilot responses directly in Copilot Reporting. These metrics include trigger latency, GenAI latency, and total response latency for both reactive and proactive tasks, giving you visibility into how long each stage of a copilot response takes. 

Agent Copilot operates using an agentic AI framework where multiple subagents work together to generate responses in reactive and proactive modes. Previously, no standard metrics were available to track or compare the time taken at each stage of the response pipeline. The new metrics cover key stages, from trigger initiation through GenAI processing to UI delivery, along with a trigger type dimension that identifies whether a nudge was initiated by a message, case update, dead air, mute, or hold time. 

This update helps you identify performance bottlenecks across different stages of the Agent Copilot response pipeline. By tracking trigger, GenAI, and UI delivery latencies, you can make more informed decisions to optimize Agent Copilot performance and improve the speed of AI-assisted support. 

Agent Nudge

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

Reporting on Agent and Supervisor Nudges

This release introduces reporting capabilities for Agent and Supervisor Nudges, providing visibility into nudge generation and engagement across customer service operations. The enhancement includes nudge-level analytics that track the total number of nudges generated per agent, per supervisor, and the number of escalation nudges generated for agents. In addition, organisations can now measure interactions with actionable nudges by reporting whether agents completed the intended action associated with a nudge, such as launching a guided workflow, opening a knowledge base article, triggering a macro, or using a listen action.

This feature addresses the lack of operational visibility into nudge usage and effectiveness. By capturing nudge activity and agent response behaviour, organisations can better understand adoption patterns, identify high-volume areas, evaluate whether nudges are driving the desired actions, and determine where additional training or optimisation may be required. The reporting data helps teams assess the effectiveness of their guidance strategy and continuously improve agent assistance experiences.

Supervisors and operational teams can use these analytics to monitor nudge usage across agents and teams, while administrators and programme owners can evaluate the performance of different nudges based on action completion rates. The reporting framework provides metrics for both generated nudges and agent engagement, including counts of “action taken” and “action not taken” events for actionable nudges.

Use this feature when analysing agent performance, measuring the effectiveness of guidance programmes, identifying adoption trends, reviewing escalation activity, or optimising nudges to improve operational outcomes and agent productivity.

Callbacks

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

Ability for Administrators to Change Assignment Settings for Callbacks Waiting in the Queue

This release introduces enhanced callback management capabilities that allow supervisors and administrators to update assignment settings for callbacks that are already waiting in the queue. Through the Callback Manager, users can bulk-select pending callbacks and modify routing-related attributes such as priority, backup queue, and skills using a new callback-based macro framework.

This enhancement helps organisations keep queued callbacks aligned with evolving routing strategies and operational requirements. Previously, callbacks already waiting in the queue did not have a way to update skills, priority and backup queue apart from routing configurations, leading to inconsistencies, SLA risks, underutilised agent capacity, and increased manual effort. By enabling bulk updates using macros, teams can quickly adapt pending callback workloads while reducing operational overhead and minimising the risks associated with direct real-time routing modifications.

Supervisors, queue managers, administrators, operations leads, and workforce management teams can use this functionality to manage callback queues more effectively. Agents benefit indirectly through improved workload distribution and routing accuracy. The feature can be used when routing priorities change, new skills need to be applied to queued callbacks, backup queue assignments require updates, or large volumes of pending callbacks need to be adjusted without manual intervention.

The Callback Manager now supports bulk macro governed with a permission, before execution, supervisors can review the details using the callback manager. The system validates all selected callbacks and updates only those that remain in a pending state, while active or invalid callbacks are skipped. All changes are executed in governed batches and recorded with comprehensive audit logs that capture user identity, timestamps, operations performed, and skipped records, providing transparency and traceability for callback assignment updates.

Call Control

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

Enhanced Manual Outbound Call Configuration in Transition Screen Nodes

Sprinklr has enhanced the Manual Outbound Call action available in Guided Workflow Transition Screen nodes by introducing support for Case Context and Dialer Context.

What's New

Associate outbound calls with existing cases

Administrators can now provide a Case Number when configuring a Manual Outbound Call action.

Previously, initiating an outbound call from a Transition Screen created a new case for the interaction. With this enhancement, outbound calls can be associated with an existing case by passing the case number, ensuring call activity remains within the same case context. If no case number is provided, the system continues to create a new case.

Support dialer context for streamlined outbound calling

The Manual Outbound Call action now supports passing dialer context. When dialer auto-fill or preview dialer capabilities are enabled, the system can automatically use the configured dialer to place the outbound call, eliminating the need for agents to manually select a dialer before calling.

Persistent Browser Notifications for Incoming Calls and Case Assignments

With this enhancement, administrators can configure specific notifications to remain on screen until agents explicitly dismiss or acknowledge them. This behavior is controlled through Rules Engine configuration using the Explicit Close Needed flag.

Agents can keep critical browser notifications visible even when switching between tabs within the same browser. Previously, notifications for events such as incoming calls or case assignments could disappear when agents navigated to another browser tab, increasing the risk of missing time-sensitive actions.

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Key benefits

• Prevents critical notifications from disappearing when agents switch browser tabs.
• Helps agents respond to incoming calls and assigned cases more reliably.
• Allows administrators to selectively enable persistent notifications based on business requirements.

Introduction of New Metrics in Voice Report for Twilio Provider Queue Time

Voice Reports now provide visibility into Twilio provider queue time for both agent and customer call legs. Twilio Queue Time, returned by Twilio during call creation or conference participant creation, is now captured, stored, and available for reporting.

This enhancement helps administrators and supervisors understand how long calls wait in the Twilio provider queue before being connected, providing additional insight into provider-level call delays.

The following metrics are now available in Voice Reports:

• Agent Leg - Twilio Queue Time (Provider) – Measures the time an agent call leg spends waiting in the Twilio provider queue. This metric is applicable when an agent initiates a call to a customer.
• Customer Leg - Twilio Queue Time (Provider) – Measures the time a customer call leg spends waiting in the Twilio provider queue. This metric is applicable when a customer calls a toll-free number or when a customer call leg is created through outbound dialing workflows.

Twilio Queue Time represents the time spent in the Twilio provider queue and is different from Sprinklr queue metrics, such as Queue Time, which track queue activity within the Sprinklr platform.

For further details, see Voice Report.

Care Console

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

Audit Care Console Exports in Export Metadata Reporting

The Export Activity Audit capability is extended to include Case Stream, Case Conversation, Case Third Pane Conversation, and Profile Third Pane History. With this enhancement, all Care Console export activity is consistently logged in the Export Metadata data source, whether triggered manually or scheduled, and regardless of success or failure.

Audit records capture a standardized set of fields such as export identifiers, source details, format, type, triggering user and role, workspace, row counts, timestamps, status, export links, and permission types. This unified audit trail provides complete visibility into export activity, enabling administrators and compliance teams to monitor exports, investigate data access events, and report on engagement exports with greater accuracy and efficiency.

Auto-Translate Rule-Based and Macro Responses Using Customer Language

Outbound messages sent through the Rule Engine and macros can now be automatically translated into the customer's detected language before delivery. This enhancement extends the existing outbound translation experience for manually typed responses to automated and bulk responses, ensuring customers receive communications in their preferred language.

The feature uses the same language-detection logic and translation provider configuration already available for agent-authored messages, while continuing to respect existing translation settings and language-pair overrides.

Track Universal Profile Merge and Unmerge Activity

Universal Profile Activity Logs now capture profile merge and unmerge events, providing greater visibility into profile relationship changes and improving auditability. Activity entries include details such as the source and destination Universal Profile IDs, the timestamp of the action, and the user or rule associated with the operation. This helps administrators and agents understand how customer profiles evolve over time and maintain a traceable history of profile relationship changes.

Draggable Message Approval Dialog Box

Message Console (a variation of Care Console designed for handling messages) now displays a draggable approval dialog box when supervisors review agent responses. The dialog box can be repositioned anywhere within the browser window, allowing supervisors to move it aside and continue reading the full conversation before making an approval or rejection decision.

This enhancement keeps message details visible while the dialog is open, removing the blocker caused by the fixed popup. Supervisors can now make approval decisions with full context and without interruption.

Community

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

Administrator-Configured Labels for Community Posts

You can now apply structured labels to Community posts during creation. Administrators can mark tags as labels, associate them with specific Topics or Categories, and set them as mandatory, requiring authors to select a label before publishing.

This update helps administrators maintain a consistent content taxonomy and helps post authors classify their content more accurately. It improves content discoverability within Community by enabling structured, Category-specific labeling at the point of post creation.

Enhancement to the Helpful Widget for Unhelpful Feedback

You can now configure the Helpful widget on article and post pages to display an Ask a Question button when a user clicks Not Helpful, replacing the default text input. Posts created through this flow are automatically tagged for reporting purposes.

The Helpful widget appears on article and post pages and allows users to indicate whether the content was helpful. When users find content unhelpful, the widget typically displays a text input to capture their feedback. This update helps you convert unhelpful feedback into community engagement by directing users to create a post when they find content insufficient.

Multilingual Content Translation with Per-Category Language Options

You can now view translated Community content – including posts, comments, and replies – when you switch languages, in addition to translated interface labels. For Communities with Category-level language settings, you see only the language options relevant to the Category you are browsing.

This update helps users navigate and engage with Community content in their preferred language without encountering translation options that do not apply to the content they are viewing. The ability to revert to the original language at the thread, comment, or reply level gives users granular control over how content is displayed.

Conversational Analytics

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

CSAT Calculation for AI Agent Messages and Initial/Final Score Reporting 

This update allows you to track Predicted CSAT Score – Agent Initial and Predicted CSAT Score – Agent Final as reporting metrics at the agent level. CSAT scores are now also calculated for messages sent by AI Agents, using the same ML pipeline as human agent messages. 

Predicted CSAT Score is an AI-derived metric that estimates customer satisfaction based on conversation data. The Predicted CSAT Delta (Per Agent) metric measures the change in satisfaction an agent contributed to a case. The new Initial and Final scores expose the individual values from which the delta (Final − Initial) is calculated, providing greater transparency into each agent's CSAT performance. 

This update helps you evaluate how much each agent improved or affected customer satisfaction during a conversation. By viewing both the initial and final CSAT scores alongside the existing delta, you gain a clearer picture of agent impact and can now apply the same evaluation framework to AI Agents as well as human agents. 

Local Language Translation for Insights Hub

You can now view AI-generated insights in your local language in Insights Hub by selecting View Translation from the options menu on each Insight Card or from the Third Pane header.

Insights Hub is a Conversational Analytics workspace that surfaces AI-generated insights — including root causes, recommendations, and actionable insights — to help contact center analysts identify trends. Translation applies only to LLM-generated fields such as titles, descriptions, and root cause summaries; static labels, case details, and metric names remain in English.

This update helps contact center analysts who are not proficient in English access and interpret AI-generated insights in their preferred language, reducing reliance on manual translation. The target language is detected automatically from your platform or browser locale settings. Translated content is also cached within the session, so the same Insight Card does not need to be retranslated when you return.

Expanded Language Support for Contextual CSAT and Sentiment

This update allows you to receive Contextual CSAT and Sentiment predictions on conversations in 16 additional languages  including Albanian, Bosnian, Estonian, Finnish, Hungarian, Latvian, Romanian, Serbian, Icelandic, Bulgarian, Luxembourgish, Norwegian, Ukrainian, Hebrew, Malay, Indonesian, Vietnamese, Kazakh within Conversational Analytics. Conversations in previously unsupported languages are automatically routed for analysis without any manual configuration. 

This update helps you capture satisfaction and sentiment data across a broader range of conversations for multilingual customer bases. By extending automated scoring to more languages, you can surface consistent quality metrics and emotional insights from interactions that were previously unanalyzed, supporting more complete performance monitoring across global operations. 

Out-of-the-Box Statistical Insight Groups in Insights Hub

This update allows you to access pre-configured statistical Insight Groups in Insights Hub as soon as the feature is enabled for your account. Four Insight Groups are automatically created and activated covering Case Count and Average Handling Time across Sentiment and Day of Week dimensions with no manual setup required.

Journey Facilitator

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

Case Custom Field Placeholders in Journey Facilitator Message Nodes

You can now use Case Custom Fields as content placeholders in outbound messaging nodes within Journey Facilitator. Select Case Custom Fields directly from the resource selector or use them as placeholders in the message body, and the values resolve automatically at runtime based on the case in context. This update helps you personalize outbound messages with interaction-specific data without storing temporary journey data at the Profile level, reducing data conflicts and privacy concerns.

Knowledge Base

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

Enhanced Same-Tab Opening Option for Article Hyperlinks

You can now choose to open hyperlinks in the same browser tab when adding them through the Add via Articles option. This update makes the same-tab behavior available for article links, consistent with how it works when adding links using the Add via URL option.

This update helps you maintain a consistent linking experience by applying the same tab-opening controls across both link types.

Click-Based Article Search Result Re-Ranking in Smart Assist

You can now find frequently clicked articles at the top of your search results in Smart Assist. Search results are automatically re-ranked based on agent click data for each specific query and updated on a weekly basis, while manually pinned articles continue to appear at the top.

Article search allows agents to find Knowledge Base content during customer interactions. This update helps you locate the most useful articles more quickly by surfacing content that agents have found most relevant for each search query. It reduces the time spent scanning through results during customer interactions.

Select All Filtered Knowledge Base Articles for Bulk Actions

You can now use the Select All option to select all Knowledge Base articles in the current filtered list in a single action, regardless of the number of articles returned. The selection also includes all article translations.

Previously, bulk operations were limited to a maximum of 50 selected articles. With this enhancement, you can perform bulk actions on all filtered articles and their translations, improving efficiency and reducing manual effort.

Suggestion Feedback Loop for Gap Analysis

You can now select a decline reason when rejecting a suggestion in a Gap Analysis. The system uses this feedback to filter out the same or semantically similar suggestions from future Gap Analysis runs.

Gap Analysis identifies content opportunities by surfacing topics not yet covered by existing Knowledge Base articles. This update helps you reduce repetitive review effort by preventing declined suggestions from reappearing in future Gap Analysis runs.

Live Chat

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

Generic SSO Profile Adapter Support for Custom Fields

The Generic SSO Profile Adapter now supports mapping SSO attributes to custom profile fields in addition to system fields. Organizations using Generic SSO can capture and populate a broader set of user attributes from their identity provider, helping enrich user profiles with business-specific information and improve personalization and automation across Live Chat workflows.

For example, user attributes such as country, language, customer segment, loyalty tier, or policy ID received from an identity provider can be mapped to custom profile fields during Generic SSO authentication.

Co‑browse Funnel Reporting Enhancements

Co-browse reporting has been enhanced to provide greater visibility into session progression by capturing intermediate session states such as Pending, Authorizing, and Active, along with corresponding timestamps.

These additions enable teams to build funnel-based reports that visualize the co-browse journey, helping organizations identify where sessions drop off before reaching a terminal outcome. The update also enhances reporting with additional error logging, making it easier to understand session outcomes and troubleshoot common issues.

Supported funnel reporting metrics include:

• Co-Browse Initiated Count: Number of case IDs where an agent sends a co-browse link.

• Co-Browse Pending Count: Number of sessions that enter the Pending state.

• Co-Browse Authorizing Count: Number of sessions that enter the Authorizing state.

• Co-Browse Active Count: Number of sessions that successfully reach the Active state.

• State Duration: Time spent in each intermediate state.

Messaging

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

Google RBM: HTTPS Validation for RBM Infobip Base URL Configuration

Google RBM Infobip account onboarding now validates the Base URL field to ensure it begins with the required https:// prefix. This enhancement helps administrators avoid common configuration errors that can result in onboarding failures and publishing issues. If an invalid URL is entered, the system displays an error message and prevents onboarding from continuing until the URL format is corrected.

For further details, see Add a Google RBM Infobip Account.

Telegram Multimedia Message Grouping

The Telegram channel supports grouped multimedia messages, enabling users to send multiple media items together as a single message set instead of separate messages. This enhancement streamlines content sharing, improves conversation readability, and reduces message clutter for teams communicating with customers through Telegram. Supported media types include photos, videos, audio files, and documents.

For example, a brand sharing several product images can publish them as one grouped message rather than multiple individual messages, creating a more cohesive viewing experience.

Line Quote Replies Support

The Line channel supports native quote replies, enabling agents and customers to respond directly to specific messages while preserving the referenced content within the conversation. Support for both outbound and inbound quote replies help maintain message context, improving conversation clarity and making interactions easier to follow for customer engagement and support teams using Line.

During interactions, agents can select a previous customer message and reply to it using Line’s native quote reply capability, ensuring the response is clearly associated with the original message. Similarly, customer replies that reference earlier messages are received with their related context intact, creating more traceable conversations and reducing ambiguity during ongoing discussions.

Infobip SMS Inbound Messaging Support

Infobip SMS channel now supports inbound messaging, enabling two-way SMS conversations within the platform. The channel can now receive and process customer responses, expanding conversational capabilities for organizations that manage customer communications through Infobip SMS.

For example, a customer who receives an SMS notification can reply directly, and the response is received within the platform for follow-up and resolution. This creates a more seamless messaging experience and supports bidirectional communication workflows.

WhatsApp: Whitelist Phone Numbers for WhatsApp Flows

For the WhatsApp Business channel, an Enable WhatsApp Flows setting has been introduced at the phone‑number level. Organizations can now enable WhatsApp Flows directly from the Phone Numbers page, authorizing that number to create and send Flows.

If the number is already whitelisted, the Enable WhatsApp Flows setting is disabled and a tooltip displays: “Phone number is already whitelisted.” This enhancement combines enablement and visibility in one place, streamlining configuration, and improving efficiency for administrators.

Facebook Channel Support for Page Owned Utility Templates

The Facebook channel supports Page Owned Utility Message Templates. These templates are structured, non‑marketing messages that allow businesses to send important updates, such as, order confirmations, appointment reminders, or account notifications, to customers on Facebook Messenger outside the standard 24‑hour messaging window. These templates must be approved by Meta before use and can include headers, bodies with placeholders for dynamic values, and interactive buttons.

Outbound Voice & Dialers

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

Role-Based Access Control for Voice Campaign Copilot in Campaign Manager

This release introduces role-based access control for Voice Campaign Copilot access within Campaign Manager. A new permission, Voice Campaign Copilot, has been added under Setup → Campaign and is now required for users to access Copilot through the Campaign Manager menu. While Campaign Manager visibility continues to be governed by Persona configuration, Copilot access is now independently controlled at the role level. Users with the required permission can access Copilot normally, while users without the permission will not be able to see the co-pilot screen. Backend APIs also enforce the same authorization checks and return a 403 response for unauthorized access.

This enhancement enables organisations to better control access to AI-powered campaign management capabilities and align Copilot usage with internal governance and security requirements. By separating menu visibility from Copilot permissions, administrators can ensure that only authorised users can interact with Voice Campaign Copilot while maintaining existing Persona configurations. This reduces the risk of unintended access and provides more granular control over feature adoption.

Role administrators can assign or revoke the Voice Campaign Copilot permission for specific roles, with changes taking effect after the user refreshes the page or starts a new session. Users who no longer have the permission will immediately lose access to Copilot functionality, while authorised users will continue to access it seamlessly through Campaign Manager. The same permission model applies to both Persona-based users and Admin users.

This capability is particularly useful for organisations that want to limit Voice Campaign Copilot access to designated campaign managers, supervisors, or specialised operational teams while preventing access for other users who may still need visibility into Campaign Manager.

Translation Support for Dialer Profile Names

This release introduces multilingual support for Dialer Profile names, enabling administrators to create and manage translations for Dialer Profiles across multiple languages. New translation actions are now available during Dialer Profile creation and editing, as well as through the Dialer Profile record manager. Administrators can add translated names for different languages, manage multiple translations within a single profile, and ensure that users see Dialer Profile names in their preferred language wherever supported. [Dialers] To Add translation support for Dialer Profile names.

This enhancement is designed to improve the experience for global organisations operating across multiple languages and regions. Previously, Dialer Profile names were always displayed in the language in which they were originally created, even when the rest of the user interface was localised. By introducing translation support, organisations can provide a more consistent and intuitive experience for agents, supervisors, and administrators working in different locales. [Dialers] To Add translation support for Dialer Profile names.

Administrators can edit translations while creating a new Dialer Profile using the Edit Translation action. The translation experience supports multiple languages, with each language maintained separately and managed through dedicated translation tabs. If a translation exists for a user's selected language, the translated Dialer Profile name is displayed automatically. When no matching translation is available, the platform seamlessly falls back to the source name, ensuring there are no blank values or user-facing errors. [Dialers] To Add translation support for Dialer Profile names.

Agents, supervisors, administrators, and reporting users benefit from this capability. Translated Dialer Profile names are displayed consistently across outbound calling experiences, callback workflows, campaign creation forms, reporting filters, campaign monitoring pages, campaign management interfaces, and other locations where users select, view, or interact with Dialer Profiles. This helps users work more efficiently in their preferred language while maintaining consistency across operational and reporting workflows. [Dialers] To Add translation support for Dialer Profile names.

Use this feature when supporting multilingual contact centre operations, regional teams, or global deployments that require localised dialling configurations. The enhancement allows organisations to standardise Dialer Profile management while ensuring that users across different locales can easily identify and work with the correct dialling profiles in their native language. [Dialers] To Add translation support for Dialer Profile names.

Route Abandoned Predictive Outbound Calls to IVR for Better Customer Experience and Connectivity

This release introduces the ability to route abandoned predictive outbound calls to an IVR flow when no agent is available to handle a customer who answers an outbound call. Previously, if a customer picked up a predictive outbound call and no agent became available within the configured Unassigned Call Timeout period, the call was automatically disconnected and marked as abandoned. With this enhancement, organisations can configure abandoned call handling to route such calls to a designated IVR experience instead of dropping them. [Voice AI Agent] Route abandoned Predictive Outbound Calls to IVR for better customer experience and connectivity.

This capability is designed to improve customer experience and increase customer engagement during predictive outbound campaigns. Rather than ending a call abruptly when an agent is unavailable, the platform can now provide customers with an automated self-service experience, additional information, or alternative handling through a configured IVR flow. This helps reduce customer frustration, creates more meaningful post-answer experiences, and supports better connectivity outcomes for outbound operations. [Voice AI Agent] Route abandoned Predictive Outbound Calls to IVR for better customer experience and connectivity.

When a customer answers a predictive outbound call and an agent is unavailable, the call continues to wait for the configured Unassigned Call Timeout period. If no agent is assigned before the timeout expires, the platform evaluates the configured Abandoned Call Handling behaviour. If no IVR is configured, the call follows the existing behaviour and is dropped. If an IVR process is configured, the call is automatically transferred to the selected IVR flow. This routing occurs after the call has already been classified as abandoned, ensuring outbound pacing and reinforcement-learning optimisation logic continue to function as designed. [Voice AI Agent] Route abandoned Predictive Outbound Calls to IVR for better customer experience and connectivity.

Outbound campaign managers, contact centre administrators, and organisations using predictive dialling can leverage this enhancement to improve customer interactions when agent availability constraints occur. The feature is especially useful for high-volume outbound campaigns where occasional agent shortages may otherwise result in disconnected customer interactions. [Voice AI Agent] Route abandoned Predictive Outbound Calls to IVR for better customer experience and connectivity.

Use this capability when running predictive outbound campaigns and providing customers with an alternative automated experience is preferred over dropping unanswered agent transfers. This enables organisations to maintain customer engagement while preserving existing predictive dialling performance and optimisation models. [Voice AI Agent] Route abandoned Predictive Outbound Calls to IVR for better customer experience and connectivity.

Customer Availability-Based Prioritisation for Outbound Dialling

This release introduces a new outbound dialling capability that prioritises leads based on their configured customer availability windows. A new setting, Customer Availability Based Prioritisation, has been added to Voice Outbound Settings, allowing organisations to ensure that leads with defined availability windows are prioritised for dialling as soon as those windows become active. When enabled, leads associated with a Customer Availability Rule are dialled ahead of leads without availability rules, while preserving existing campaign and segment sorting logic within each priority group. Customer Availability Based Prioritization for dialing the customers.

This enhancement is designed to improve lead reachability and make better use of limited customer availability windows. Previously, customer availability windows acted only as an eligibility condition, meaning leads with narrow contact windows competed equally with leads that could be contacted throughout the day. As a result, time-sensitive leads could miss their preferred contact windows and be deferred until the next available business day. By prioritising eligible leads during their active availability periods, organisations can increase contact success rates and optimise campaign execution. Customer Availability Based Prioritization for dialing the customers.

When the setting is enabled, the dialler follows a two-tier prioritisation model. Leads with an active Customer Availability Rule are placed in the highest-priority tier and are dialled only when the customer’s availability window and the agent’s business hours overlap. Leads without availability rules are dialled only after all currently eligible priority leads have been exhausted. Retry attempts follow the same prioritisation logic, ensuring that retries respect customer availability windows and are automatically rescheduled when a retry becomes due outside an active availability period. When the setting is disabled, the system continues to follow existing dialling behaviour with no changes to lead prioritisation. Customer Availability Based Prioritization for dialing the customers.

Outbound campaign managers, contact centre administrators, operations teams, and organisations that rely on customer-preferred calling windows can use this capability to increase engagement effectiveness and improve campaign outcomes. The feature is particularly valuable for campaigns where customers specify limited availability periods or where contacting customers during preferred times has a significant impact on response and conversion rates. Customer Availability Based Prioritization for dialing the customers.

Use this feature when running outbound campaigns that leverage Customer Availability Rules and business-hour configurations. It helps ensure that customers are contacted during their preferred availability periods while maintaining existing campaign sorting behaviour and operational controls. Organisations should note that when prioritisation is enabled, agents may occasionally experience idle periods if no customer availability windows are currently open. This behaviour is expected and reflects the intentional focus on prioritising availability-based dialling. Customer Availability Based Prioritization for dialing the customers.

Customer First Dialling Mode for Agent Dialer

This release introduces a new Customer First dialling mode for Agent Dialer, enabling predictive multi-dial capabilities while preserving agent ownership of assigned customers. In Customer First mode, the system can place multiple outbound calls simultaneously for a single agent based on a configurable pacing ratio, ensuring all calls originate only from that agent’s assigned contact list. The enhancement also introduces optional IVR or Voice AI routing for excess answered calls, automated callback handling, and additional reporting fields to support operational visibility and performance tracking. [Agent Dailer] To add customer first mode in agent first daillers.

This feature is designed to address a key limitation of traditional Agent Dialer workflows, where agents can engage with only one customer at a time. While this approach preserves customer-to-agent assignment integrity, it reduces outreach efficiency at high telesales volumes. Customer First mode combines the benefits of predictive dialling with agent-specific assignments, helping organisations increase contact throughput, improve agent productivity, and maintain continuity between customers and their designated relationship managers. [Agent Dailer] To add customer first mode in agent first daillers.

Administrators can configure Agent Dialers to operate in either Agent First or Customer First mode. Customer First mode introduces configurable pacing ratios, automatic call acceptance, and optional IVR routing for answered calls that exceed an agent’s capacity during a dialling cycle. Calls routed through IVR can be converted into callbacks and prioritised for the originally assigned agent as soon as the agent becomes available. The enhancement also introduces new reporting attributes, including Dialer Abandon, Abandon Call Handling, Preferred Agent, Dialer Type, and Dialer Mode, enabling more detailed operational analysis and reporting. [Agent Dailer] To add customer first mode in agent first daillers.

Contact centre administrators, telesales teams, relationship managers, and outbound operations teams benefit from this capability. Organisations that rely on agent-owned customer portfolios can increase outbound engagement volumes without sacrificing assignment integrity, ensuring customers continue to interact with their designated representatives while improving campaign efficiency. [Agent Dailer] To add customer first mode in agent first daillers.

Use Customer First mode when running high-volume outbound campaigns that require both agent-specific ownership and higher dialling throughput. The feature is particularly valuable for telesales and relationship management programmes where maintaining customer-agent continuity is critical while maximising the number of customer contact attempts and improving overall connect rates. [Agent Dailer] To add customer first mode in agent first daillers.

Campaign Performance Reporting for Outbound Voice Campaigns in Voice Report

This release introduces enhanced campaign performance reporting within Service Analytics -> Voice Report, providing deeper visibility into outbound voice campaign effectiveness through a combination of dialing activity, connection outcomes, call abandonment data, and campaign-level performance indicators. The report captures campaign execution data at the individual call or conversation level and enables analysis across multiple dimensions, including campaigns, segments, participants, conversation completion status, and SIP response codes.

The enhancement is designed to help organisations understand how effectively leads are being contacted, monitor campaign progress, and evaluate overall dialing performance. By surfacing additional metrics and dimensions within Voice Reports, teams can identify gaps in calling strategies, analyse connection outcomes, monitor abandoned calls and voicemail trends, and make more informed decisions to optimise outbound campaign execution.

The updated reporting experience includes enhancements to existing metrics such as% Connect Calls and% Customer Abandons (Outbound), along with new outbound-specific campaign performance insights, voicemail-related metrics, SIP response code reporting, conversation participant dimensions, and abandoned call reason analysis.

Agent Stickiness for Agent-First Outbound Dialling

This release extends agent stickiness capabilities to agent-first outbound business operations, helping ensure that retry attempts are preferentially routed to the same agent who previously reviewed and dialled the customer. The capability is available for Preview Dialers, Agent-First Callback Dialers, and Progressive Agent-First Dialers, enabling organisations to preserve agent context across outbound interactions and reduce the need for repeated customer review. Stickiness does not work in agent first Outbound calls.

This enhancement is designed to improve agent productivity and customer engagement efficiency. In outbound preview business operations, agents often spend time reviewing customer information before initiating a call. When customers do not answer, subsequent retries may historically have been routed to different agents, requiring the new agent to repeat the same review process. By extending stickiness to outbound dialling workflows, organisations can reduce duplicated effort, retain agent familiarity with customer context, and improve operational efficiency. Stickiness does not work in agent first Outbound calls.

When enabled, retries and eligible callbacks are routed to the same preferred agent, subject to existing queue stickiness configurations including Stickiness Timeout, Honour Agent Capacity in Stickiness, Agent Status for Stickiness, and Stickiness Wait Timeout. If a retry occurs within the configured stickiness window, the original agent is prioritised. The system can optionally wait for that agent to become available before routing the interaction elsewhere. Stickiness applies only when the original agent actively dialled the customer and covers outcomes such as no answer, voicemail, unsuccessful contact attempts.

Contact centre administrators and outbound operations teams can enable this capability through a new Enable Stickiness toggle available in supported dialer profiles. When enabled, outbound retry and rechurn calls attempt to reconnect with the same agent, leveraging existing work queue stickiness settings. The feature is disabled by default and must be explicitly enabled at the dialer profile level.

Use this feature in outbound campaigns where maintaining agent continuity is important, particularly for preview-based and agent-assigned dialling workflows. The capability ensures that retries occurring within the configured stickiness period continue to leverage the same agent's context and familiarity with the customer, while still respecting availability, capacity, and routing controls. Customer-first dialling modes, including Predictive Dialers, Progressive Contact-First Dialers, Outbound IVR Dialers, and Customer-First callbacks, are excluded from this functionality because customers cannot be held waiting while routing decisions are made.

Campaign Dialling on Existing Cases

This release introduces the ability to associate outbound campaign calls with existing cases instead of always creating new cases. Organisations can now configure supported dialers to identify an existing case number stored in a lead attribute and automatically attach campaign call activity to that case. The capability is available across Preview, Predictive, Outbound IVR, Progressive Agent First, Progressive Contact First, and Outbound IVR with Agent dialers.

This enhancement is designed to preserve customer context across different stages of the customer journey. Previously, every campaign call created a new case, resulting in fragmented customer histories and requiring complex workarounds to access information from prior interactions. By enabling campaign calls to be linked to an existing case, organisations can maintain continuity, streamline workflows, and eliminate the need for repetitive case management processes.

Administrators can configure the new Existing Case Field setting within the Advanced Settings section of supported dialers. This field allows selection of a lead attribute containing a case number in either string or numeric format. When a campaign call is initiated, the platform checks the configured lead attribute and, if a valid case number is found, associates the call with that existing case. If no case number is available, the platform follows the existing behaviour and creates a new case for the campaign interaction.

Campaign managers, contact centre administrators, agents, and operations teams benefit from this enhancement. Teams can continue customer engagements within the same case, ensuring complete interaction histories are maintained and easily accessible across outbound campaigns, IVR experiences, journeys, and guided workflows.

Use this capability when outbound campaigns are part of an ongoing customer engagement process and historical case context must be retained. This is particularly valuable for organisations that transition customers between service workflows and campaign-driven outreach while requiring a unified customer record and reporting experience.

PII Masking

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

Language Expansion for PII Masking

We’ve expanded the AI‑based PII Masking capabilities by adding support for Greek, Polish, and Montenegrin languages.
This enhancement ensures more accurate detection and masking of personally identifiable information (PII) across a broader set of multilingual customer interactions.

• AI model now recognizes and masks PII entities in Greek, Polish, and Montenegrin text.

• Improved coverage for names, addresses, phone numbers, email IDs, and other common PII patterns in both languages.

• Enhanced language detection logic to seamlessly identify Greek, Polish, and Montenegrin content before applying masking.

Quality Management

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

Checklist Item Comments in P2P Calibration Analyze Results 

You can now view auditor comments for checklist items in the Analyze Results screen for P2P Calibration. This update allows you to see comments directly below the selected response for each checklist item in the Audit Results Card, when the Enable Comment setting is active and a comment was entered during evaluation. 

P2P Calibration is a peer-to-peer quality review process within Manual Quality Management, where auditors evaluate agent interactions against a defined checklist. The Analyze Results screen displays consolidated audit outcomes, including item-level responses, for review and comparison across evaluators. 

This update ensures that the context behind each audit response is preserved and visible during analysis. It helps quality managers and evaluators understand why a specific response was selected without cross-referencing individual audit records, supporting more consistent and informed calibration discussions. 

Agent Selection Preference in the Assign for Evaluation Macro 

You can now select an Agent For Evaluation preference in the Assign for Evaluation Macro. This update allows you to control how the agent is determined when the Macro is applied, using options such as Last Engaged Agent, First Engaged Agent, Most Engaged Agent, or From Case Field. 

The Assign for Evaluation Macro is a Manual Quality Management tool that lets auditors and QM administrators assign a case interaction to a specific auditor for evaluation against a checklist. Previously, the Agent For Evaluation was always resolved using the default Last Engaged Agent behavior, with no option to override it at the time the Macro was applied. 

This update gives QM administrators greater flexibility in targeting the correct agent for evaluation without manual intervention. By selecting a specific assignment preference—or mapping the agent from a User-type Case Custom Property—you can ensure evaluations are consistently assigned to the intended agent, reducing setup effort and minimizing misassignments. 

Category Score Metric in Quality Management Reporting 

You can now select Category Score as a metric in Quality Management reporting in Service Analytics. This update allows you to plot aggregated scores at the checklist category level in the Evaluation Report and combine the metric with dimensions such as Category and Checklist for deeper analysis. 

This update helps quality managers quickly identify which checklist categories are performing well and which need improvement, without manually calculating or estimating category-level scores. It reduces the effort required to analyze quality trends at a granular level, supporting faster and more targeted coaching and quality improvement decisions. 

Extended Duration Selection in Sampling Policy Case Filter Conditions 

You can now configure duration-based filter conditions in Sampling Policy using extended time units, including Years, Months, Weeks, Days, Hours, Minutes, and Seconds. This update removes the previous 24-hour limit, allowing you to target cases that exceed one day or any other extended duration. 

Sampling Policy is a Manual Quality Management feature that automatically selects cases for evaluation based on defined filter conditions, such as case duration. Previously, duration-based filters were capped at 23 hours, 59 minutes, and 59 seconds, preventing quality managers from configuring policies that targeted cases spanning longer time periods. 

This update helps quality managers create more precise sampling criteria for long-duration cases without manual workarounds. It removes a key configuration constraint and ensures that evaluation policies can accurately reflect the full range of case durations your team handles, supporting better quality coverage across all interaction types. 

Reporting and Analytics

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

Time-of-Day Charts Now Respect Your Selected Date Filter

Time-of-day dimension now display only the interval buckets that fall within your selected date and time range. When filtering to a period shorter than 24 hours, the chart axis automatically starts and ends at your selected time window instead of displaying the full day.

This enhancement helps supervisors, reporting managers, and workforce planners focus on intraday trends with cleaner, presentation-ready charts. Previously, charts displayed all daily intervals, even when most fell outside the selected range. Now, only the relevant time window is shown, making reports easier to analyse and share.

Key benefits:

• Display only the interval buckets that fall within the selected date and time range.

• Support consistent behaviour across interval granularities, including 30 minutes, 1 hour, and 1 day.

For further details, see: Link.

Extended Time-Based Sorting in Two-Dimensional Tables

You can now sort by time-based dimensions across a wider set of granularities in both the standard and advanced Two-Dimensional Table widgets. Time fields plotted as rows or columns automatically sort in chronological (ascending) order, so your reports read in a natural time sequence without manual reordering.

This enhancement benefits reporting analysts, workforce planners, and operations managers who analyse contact centre volume and performance across time. Previously, time-order sorting was limited to Time of Day and Day of Week in the standard table when plotted as columns, and column sorting was not supported at all in the advanced variant that allows multiple dimensions as rows. As a result, finer-grained views such as 15- or 30-minute intervals appeared out of sequence, making it harder to read intraday patterns. Now, a planner building an intraday staffing report can plot volume in 15-minute intervals and immediately see the day unfold in order, spotting peaks and coverage gaps without rearranging the table.

Key benefits:

• Enhanced sorting support in Two-Dimensional Tables: You can now sort data using additional time-based dimensions, including Time of Day, Time of Day (15 mins), Time of Day (30 mins), Date, Date (DD-MM-YYYY), Day of Week, and Month of Year, across both standard and advanced Two-Dimensional Table variants, with support for row and column sorting.

• Have time fields sort automatically in ascending chronological order, so intraday and period-over-period views read correctly by default.

• Continue using existing measurement-based sorting, which remains unchanged alongside the new time-field sorting.

• Apply sorting reliably within the Two-Dimensional Table structure, including where metrics are grouped under each column-dimension value.

For further details, see: Link.

Dynamic Range Time Filter Now Respects Custom Interval Definitions

You can now rely on the Dynamic Range option in the dashboard time filter to calculate date ranges using your configured Custom Interval Definitions, rather than system defaults. Selections such as Last 4 Weeks, Last 1 Month, or Last 1 Year now align to your organisation's business calendar.

This enhancement benefits reporting analysts, operations managers, and finance or planning teams whose reporting cycles differ from the standard calendar. Previously, Dynamic Range calculated periods using system defaults — weeks starting Sunday, months starting on the 1st, and years starting 1 January — even when a custom week, month, or year definition was configured. This created a mismatch between dashboard output and the configured business calendar and led to misinterpreted results. Now, a team whose fiscal year runs April 1 to March 31 can select Last 1 Year and see the range align to their fiscal boundaries, so dashboards, exports, and scheduled reports all reflect the same periods used in business reviews.

Key benefits: 

• Calculate weekly Dynamic Ranges using your Custom Week Start Day instead of the system default Sunday. For example, with a Monday-to-Sunday week, Last 1 Week ending 0 weeks ago now returns Monday to Sunday rather than Sunday to Saturday. 

• Calculate monthly Dynamic Ranges using your Custom Month Start Day instead of a fixed 1st-of-month boundary. For example, with a month defined as the 10th to the 9th, Last 1 Month aligns to that cycle. 

• Calculate yearly Dynamic Ranges using your Custom Year Start Month and Start Date instead of 1 January. For example, an April-to-March fiscal year is respected. 

• Calculate hourly Dynamic Ranges using your Custom Start Minute, where applicable. 

• See corrected start and end dates in the Preview panel before you apply the filter. 

• Get consistent results across preview dates, applied dashboard filters, saved date ranges, exported reports, and scheduled reports. 

For further details, see: Link. 

Apply as Default Range in Conditional Formatting for Table Widgets

You can now convert the middle condition in Color by Condition into a continuous range using a new Apply as Default Range checkbox in table-type widgets. Instead of highlighting only a single value, you can colour every value that falls between your lower and upper thresholds, making Low–Medium–High KPI views easy to build without adding extra rules.

This enhancement helps report creators, supervisors, and analysts quickly interpret KPI performance using conditional formatting. Previously, the middle condition only supported Equal To, leaving values between thresholds unformatted. Now, you can clearly highlight breaches, targets, and intermediate risk bands, making it easier to identify areas that need attention at a glance.

Key benefits: 

• Use the new Apply as Default Range checkbox within the Color by Condition configuration in table-type widgets. 

• Keep existing behaviour by default, the checkbox remains unchecked, and the current Equal To formatting continues to work exactly as before. 

• When enabled, apply the lower colour to values below the lower threshold, the upper colour to values above the upper threshold, and the default colour to values between the two thresholds, while the configured Equal To value retains its own colour. 

• Build common Low–Medium–High KPI visualisations with far less configuration effort and no additional rules. 

• Avoid misconfiguration through validation that prevents invalid threshold combinations, where the lower threshold is greater than or equal to the upper threshold. 

• Retain your setting reliably, the checkbox state is saved as part of the widget configuration and persists across edits. 

For further details, see: Link.

Direct Access to Service Standard Dashboards from the Launchpad

You can now navigate to Service Standard Dashboards directly from the Launchpad. A new option appears in the Analyse section, immediately below Service Reporting. This enhancement benefits supervisors, operations managers, and analysts who review standard Service reporting as part of their daily routine. Previously, reaching Standard Dashboards required navigating through Service Reporting first, adding avoidable steps to a frequently repeated task. Now, a supervisor starting their shift can open the Launchpad and go straight to the standard dashboard they monitor, reaching queue and agent performance views in a single click.

Key benefits:

• Access Service Standard Dashboards directly from the Launchpad.

• Find the option in the Analyse section, positioned right below Service Reporting, in line with existing navigation.

• Reduce the number of clicks needed to reach standard Service reporting views.

For further details, see: Link.

Graph Styling Options for Compare Mode

You can now view compare mode charts with improved visual hierarchy, ensuring the current-period series always renders on top while the previous-period series remains in the background for context.

Previously, previous-period data could overlap or appear in front of current-period data in line and area charts, making trends harder to interpret. With this enhancement, current-period data is visually dominant by default, helping you compare performance across periods more clearly and accurately.

Key benefits:

• Current-period series always renders above previous-period series.

• Previous-period series remains in the background and no longer obscures current-period trends.

• Improved readability for period-over-period comparisons in line and area charts.

• Faster interpretation of current performance against historical data.

• No changes to existing compare-mode calculations or data logic. Only chart rendering behavior has been improved.

For further details, see: Link.

Scheduled Exports for Standard Dashboards

You can now set up scheduled exports for Standard Dashboards, in addition to Custom Dashboards. A new dashboard type selector in the scheduled export configuration lets you choose between Custom Dashboard and Standard Dashboard, and displays only the relevant dashboards for your selection.

This enhancement benefits operations managers, supervisors, and reporting stakeholders who rely on out-of-the-box Service reporting. Previously, scheduled exports supported Custom Dashboards only, so teams using Standard Dashboards had to recreate equivalent custom dashboards purely to automate distribution. Now, a supervisor who monitors a standard queue performance dashboard can schedule a weekly export straight to their leadership distribution list, without duplicating the dashboard first.

Key benefits:

• Schedule exports on Standard Dashboards, not just Custom Dashboards.

• Choose your dashboard type at the point of setup using the new selector, with options for Custom Dashboard and Standard Dashboard.

• See only the dashboards relevant to your selected type, making the right dashboard faster to find.

• Configure Standard Dashboard exports using the same familiar journey: create a scheduled export, select the dashboard type, choose the dashboard, and configure your export settings.

For further details, see: Link.

Discover the Full Standard Dashboards Catalog with Clear Permission Indicators

The Standard Dashboards landing page now always displays the complete dashboard catalog, so you can see every out-of-the-box dashboard available — including those you do not yet have access to.

Earlier, you could not see the dashboard itself that lacked access, making it seem that no standard dashboards existed. Now you see the full section and dashboard hierarchy, with each dashboard in one of two states:

• Accessible: Displayed normally and fully interactive.

• Restricted: Shown blurred with a lock icon, while the name and description remain visible.

Selecting a restricted dashboard opens a message explaining that additional permissions are required, along with the dashboard description, so you can decide whether to request access from your workspace administrator. Sections in which no dashboard is shared with you appear blurred in the left index, and each dashboard independently reflects its own access state when your access is mixed across sections.

This helps analysts and business users find the reporting content that fits their needs without guesswork — for example, a newly onboarded analyst can browse the catalog, read a dashboard description, and raise a targeted access request instead of assuming nothing further exists. Administrators, in turn, handle fewer open-ended queries about available reporting content.

The result is better dashboard discoverability, faster adoption, and reduced dependency on administrators and support teams.

For further details, see: Link.

Bucketing Configuration for FCR and Repeat Contact Metrics

You can now configure time-based buckets for the Repeat Call Count and Repeat Case Count metrics in Service Settings, and report on repeat contacts by those bucket ranges. This brings the same bucketing capability already available for Handle Time and Abandon Time to repeat contact analysis, allowing you to measure repeat behavior against multiple time thresholds rather than a single definition.

This enhancement benefits contact center managers, quality teams, and reporting analysts monitoring first contact resolution. Previously, all repeat contacts were measured against a single threshold. Now, you can define multiple time buckets, such as 3 to 6 hours, 6 to 8 hours, or within 3 days versus 7 days, to better understand repeat contact patterns and identify where resolution improvements are needed.

Key benefits:

• Configure bucketed reporting for Repeat Call Count and Repeat Case Count.

• Define custom time-based buckets, such as 3–6 hours or 6–8 hours.

• Classify repeat calls and cases into configured time ranges for deeper analysis.

• Compare repeat contact volume across multiple thresholds, such as within 3 days versus within 7 days, in a single report.

For further details, see: Link.

First Contact Resolution and Repeat Contact Metrics for Digital Channels

You can now configure First Contact Resolution (FCR) and Repeat Contact Rate separately for voice and digital channels from the Standard Metrics settings screen, and analyse these metrics directly in reporting. Digital configuration is supported for Live Chat, Email, and Social, enabling case-based resolution measurement using the same core model applied to calls.

This enhancement helps contact centre leaders, quality teams, and analysts measure resolution effectiveness more accurately across channels. Previously, FCR configuration was available only for voice interactions. Now, you can define primary and repeat case criteria independently for Email, Live Chat, and Social, making it easier to identify channels where customers need to re-engage and uncover opportunities to improve resolution quality.

Key benefits:

• Configure FCR and Repeat Contact Rate separately for voice and digital channels under Standard Metrics, with digital thresholds available for Live Chat, Email, and Social. 

• Define voice resolution logic using primary and repeat contact conditions with configurable thresholds, and configure digital resolution logic using customer profile or case custom field-based repeat identification along with primary and repeat contact conditions. 

• Analyse results through new reporting fields in Voice Report (Customer) and Omnichannel Case Summary, including primary, repeat, and repeat-exist counts, along with FCR% for voice interactions. 

• Classify contacts as primary or repeat based on configured thresholds. FCR% measures the percentage of primary contacts that do not result in a repeat contact within the defined threshold window. 

For further details, see: Link. 

Work Queue Governance Extended to Additional Reports

You now see consistent work queue governance across more Social Analytics and Service Analytics reports. Work queues that are not shared with you are no longer displayed, ensuring access permissions are applied uniformly across reporting.

This enhancement benefits reporting users, supervisors, and analysts working across multiple reports. Previously, unauthorized work queues could appear as raw IDs in some reports, creating confusion. With this update, you see only the work queues you have access to, displayed with proper names. This ensures reports, exports, and shared views consistently respect work queue access controls.

For further details, see: Link.

Clearer Search Guidance When a Category Filter Limits Results

You now receive clearer guidance when a field search in the Service Analytics Widget Builder returns no results because of the Category filter you have applied. Instead of a generic message, the builder tells you that your Category selection may be restricting the results and prompts you to expand it.

This enhancement benefits analysts, supervisors, and widget creators in Service Analytics. Previously, searching for a field while a Category filter (such as Metrics or Dimensions) was selected could return"No data found" if the field belonged to a different category. Now, the cause is clearer, helping you quickly adjust the Category filter and find the field without restarting your search or rebuilding the widget.

Key benefits

• Get a clear message when Category filters limit your search results.

• Quickly identify that the Category filter, not a missing field, is causing the issue.

• Keep your search text when updating Category filters.

• Automatically rerun the search and display matching results.

• Continue to see"No data found" when no matching fields exist after expanding filters.

For further details, see: Link.

Screen Recording

Recording Manager Default Enablement

New voice partners are now automatically onboarded with Recording Manager enabled by default, eliminating the need for manual setup. This provides a centralized way to manage call recording policies and configurations, helping streamline administration and ensure a more consistent recording experience across voice interactions.

Data Connector Export Support for Screen Recordings

You can now export screen recording data through Data Connector, making it easier to access and integrate screen recording information into external systems and workflows. This enhancement extends Data Connector capabilities to include screen recording exports, helping streamline data extraction and reporting processes.

Pause-Time Based Recording Protection

Screen recordings can now automatically exclude a configurable period of recording prior to a pause event. By default, the 10 seconds preceding a recording pause are blocked from the final recording, helping reduce the risk of sensitive information being captured before an agent pauses the recording. This enhancement strengthens privacy and compliance controls for screen recordings.

Reporting Metrics Enhancements for Screen Recordings

New reporting metrics are now available for screen recordings, providing greater visibility into recording coverage and performance. These enhancements enable you to compare the expected number of screen recordings against the actual recordings captured, helping identify recording gaps, monitor compliance, and improve operational oversight.

Block Apps and URLs from Screen Recording

Administrators can now configure application and URL blocklists to automatically prevent sensitive content from being captured in screen recordings. When an agent opens a blocked application or navigates to a blocked URL, screen recording is automatically paused or masked and resumes once the agent leaves the restricted content. This helps protect sensitive information, strengthen compliance, and reduce reliance on manual recording controls.

Voice Recording Manager Default Enablement

Recording Manager is now enabled by default for all newly onboarded voice environments, eliminating the need for manual setup. This enhancement streamlines recording configuration through a centralized management experience, making it easier to manage recording policies and ensure consistent recording behaviour across voice interactions.

Sprinklr AI Agent

Manual "Sync Now" for Knowledge Content

A new Sync Now button allows users to manually trigger synchronization of Knowledge Content on demand, in addition to the existing automatic sync process.

Enhancements

• Adds a Sync Now option for:

  • Knowledge Base (KB) articles
  • Documents
  • Q&A Pairs
• Enables users to initiate an immediate content sync whenever required.
• Works alongside the existing auto-sync functionality.

Benefits

• Provides greater control over content synchronization.
• Reduces wait time for updates to become available.
• Ensures the latest knowledge content can be synced and accessed when needed.

Impact
Users can now manually synchronize supported knowledge content types using the Sync Now button, helping keep knowledge sources up to date without waiting for the next scheduled sync cycle.

Automatic Entry & Follow-up Tool Execution with Enhanced Audit Visibility

AI Agent Builder now automatically executes Entry Tools and Follow-up Tools configured within a Dialogue Tree, eliminating the need to manually add them to the Task tool list.

Enhancements

• Automatically executes tools referenced by the Dialogue Tree.
• Removes the dependency on adding Entry and Follow-up Tools to the Task tool dropdown.
• Maintains existing validation and publishing safeguards for referenced tools.

• Enhances audit visibility by capturing the tool execution source:

  • Entry Tool executions are labelled with Trigger Source: Entry Tool.
  • Follow-up Tool executions are labelled with Trigger Source: Follow-up Tool.
  • End Dialogue Tree audits display the configured Follow-up Tool details.

Benefits

• Simplifies agent configuration and reduces setup errors.
• Ensures Entry and Follow-up Tools execute as expected.
• Improves troubleshooting and governance through clearer audit trails.
• Maintains compatibility with existing task-level tool configurations.

Impact
Agent builders can now rely on Dialogue Tree-configured tools to execute automatically, while gaining greater transparency into tool execution through enhanced audit logs.

​

Conversation Timeline and Audit Correlation

AI Agent Builder audit logs now include a conversation timeline view for both chat and voice interactions, providing a unified view of conversations, events, and audit records.

Enhancements

• Introduces a conversation timeline with event markers for chat and voice conversations.
• Links timeline markers directly to the corresponding transcript messages and audit log entries.

• Supports key event markers, including:

  • Guardrail violations
  • Agent handovers
  • Errors
  • User barge-ins
• Enables users to navigate from a timeline event to the related conversation and audit details.
• Adds a dedicated conversation timeline widget within the audit experience.

Benefits

• Simplifies investigation of agent interactions and workflow events.
• Improves traceability between conversations and audit logs.
• Accelerates troubleshooting by surfacing critical events in a chronological view.
• Provides a consistent experience across chat and voice channels.

Impact
Administrators and analysts can now view conversation events, transcripts, and audit records in a single timeline, making it easier to understand agent behaviour, identify issues, and review customer interactions.

​

Mandatory First Message and Qualifying Task for Voice Agents

Voice-enabled AI Agents now support a configurable First Message and Qualifying Task, giving bot builders explicit control over how voice conversations begin.

Enhancements

• Introduces a First Message setting for voice-enabled applications.
• Voice agents automatically start with the default greeting: "Hello! How can I help you?"
• Supports a Qualifying Task as an advanced entry-point mechanism using a Voice Reply node.

• Enforces validation to ensure at least one of the following is configured before saving:

  • A First Message, or
  • A Qualifying Task containing a bot reply.

• Defines a consistent execution sequence:

  • First Message
  • Qualifying Task
  • Await user response
  • Router Task

Benefits

• Delivers a consistent and predictable opening experience across all voice interactions.
• Removes dependency on LLM-generated first responses.
• Provides greater control over conversation entry points and onboarding flows.
• Simplifies testing and improves reliability of voice agent behaviour.

Impact
Voice-enabled AI Agents now begin with a configurable greeting or qualifying flow, ensuring a controlled and consistent start to every voice conversation while preserving flexibility for advanced use cases.

Sprinklr VoiceConnect

The following features are being introduced in the Sprinklr VoiceConnect module:

Addition of Advanced Metrics to VoiceConnect Reporting

This release enhances the Addition of metrics to VoiceConnect Reporting (CARE) capability by expanding the VoiceConnect Reporting module with new operational and call quality metrics, delivering a more comprehensive view of voice traffic performance and health. The update introduces reporting dimensions such as Customer Leg Codec, Agent Leg Codec, Hang Up By (Direction of BYE), Q.850 Cause Code, and Silent Call indicators. It also adds 95th and 99th percentile measurements for key call quality metrics including MOS, Packet Loss, Jitter, and Delay. These metrics are available within both Social Analytics and Service Analytics voice reports, enabling a consolidated reporting experience for VoiceConnect environments.

This enhancement is designed to provide deeper visibility into voice call performance and enable faster root cause analysis. While average values can indicate overall trends, they often mask severe degradation that affects customer experience. By exposing percentile-based metrics and operational call indicators, teams can identify performance outliers, network issues, abnormal call behaviour, silent call occurrences, and call termination patterns more effectively. This helps organisations detect underlying issues earlier and make more informed decisions to improve voice quality and service reliability.

The feature is intended for contact centre administrators, telephony teams, implementation teams, operations teams, and business stakeholders responsible for monitoring VoiceConnect performance. These users can leverage the additional metrics to investigate call quality issues, track network health, analyse call flows, and improve overall voice service performance.

Use these enhanced reporting capabilities when monitoring VoiceConnect traffic, conducting operational reviews, investigating customer-reported call quality concerns, analysing silent calls, tracking call termination behaviour, or performing root cause analysis for voice performance issues. The expanded metric set provides deeper insights into both normal operating conditions and worst-case call quality scenarios, helping teams maintain a higher-quality voice experience.

Add Overview Option for SIP Trunks

This release introduces a new Overview experience for SIP Trunks, providing a structured and centralised way to access key trunk information. Users can now access a dedicated View section that consolidates multiple SIP Trunk views, including Properties, Consolidated Activity (Audit Trail), Usage, Trunk Health, and SIP Trunk Registration Status. The update also standardises naming conventions and terminology across all views to deliver a more consistent and intuitive navigation experience.

This enhancement addresses usability challenges caused by inconsistent labels and navigation patterns across the SIP Trunk management experience. By consolidating commonly used views under a single Overview entry and aligning terminology with existing platform standards, users can locate information more efficiently, reduce cognitive load, and navigate operational and diagnostic data with greater confidence.

Network administrators, telephony administrators, implementation teams, and support users managing SIP Trunks can benefit from this enhancement. The improved structure enables faster access to configuration details, usage insights, health monitoring information, registration status, and audit records, while ensuring a consistent experience across the platform.

Use this feature when reviewing SIP Trunk configurations, monitoring trunk health and registration status, analysing usage patterns, auditing configuration changes, or troubleshooting telephony connectivity issues. The consolidated Overview experience helps streamline operational workflows and improve day-to-day management of SIP Trunks.

Supervisor Console

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

Removal of the “Comfortable” Density Option

The Comfortable density option has been removed from Agent Monitoring Persona App Settings to streamline the user experience and standardize layouts across monitoring screens. Users will no longer see or be able to select this density option when configuring monitoring views.

The remaining density settings continue to provide flexibility in how information is displayed while helping deliver a more consistent and streamlined monitoring experience across modules.

Faster Monitoring Dashboard Refresh and Updated Time Filters

Monitoring dashboards have been updated to deliver more timely operational insights and reduce the need for manual dashboard configuration.

• The default dashboard refresh interval has been set to 5 seconds for relevant monitoring dashboards, enabling more frequent updates to monitoring data.

• The default time filter for new customers has been reduced to Last 24 Hours, helping users focus on recent activity immediately after accessing a dashboard.

• The default time range preset for Grouped Queues is now Today.

These changes help users focus on the most relevant operational data immediately after opening a monitoring dashboard, reducing the need for manual filter adjustments.

Additional Monitoring Actions Available by Default

Several commonly used monitoring actions are now available by default in Agent Monitoring and Queue Monitoring, reducing the need for additional enablement and improving access to day-to-day supervisor tools. Newly available default actions include Edit, Add and Edit Skills, View Activity, Send Message, Macro, Deactivate in Work Queue, and Activate in Work Queue, all accessible from the actions menu.

With these actions enabled by default, supervisors can manage agents and queues more efficiently without additional configuration, helping streamline operational workflows and reduce the steps required during live monitoring.

Legacy Supervisor Console URL Removed from Launchpad

To reduce confusion between the legacy Supervisor Console and Supervisor Console persona app, the legacy Supervisor Console URL has been removed from the Launchpad for new customers and for customers who are not using the legacy console. The change helps guide users toward the current experience while reducing the likelihood of launching an outdated interface.

Expanded Language Support for Supervisor Copilot

Supervisor Copilot now supports additional languages beyond English, enabling users to interact with Copilot in their native language with improved accuracy and reliability. This enhancement helps reduce failures caused by language limitations and improves the overall experience for multilingual teams using Supervisor Copilot.

Supported languages include German, Spanish, Italian, French, Bahasa Malay, Croatian, Japanese, and Korean.

Enhanced Actions on Supervisor Copilot Nudges

Supervisor Copilot nudges now provide quicker access to key actions by surfacing them directly on nudge cards. The Listen, Send Message to Agent, and Case Summarization actions are now displayed prominently, enabling supervisors to take action without additional navigation. This enhancement helps streamline workflows and makes it easier to respond to operational insights surfaced through Supervisor Copilot.

Enhanced Deep Diagnostic Accuracy in Supervisor Copilot

Supervisor Copilot now delivers improved accuracy for deep diagnostic analysis within Conversational Analytics Copilot experiences running on AI+ Studio. This enhancement refines the underlying diagnostic capabilities to provide more accurate results, helping supervisors gain greater confidence in the insights and recommendations generated during analysis.

As supervisors use Conversational Analytics Copilot to investigate operational trends and performance indicators, they can benefit from more accurate diagnostic outcomes without changes to their existing workflows.

Supervisor Copilot Migration to AI+ Studio

Supervisor Copilot has been migrated to the AI+ Studio framework, aligning it with Sprinklr's latest AI-powered orchestration experience. This migration establishes the foundation for future enhancements and enables Supervisor Copilot to operate through the AI+ Studio-based flow. Users can continue using Supervisor Copilot through its existing workflows while benefiting from the underlying AI+ Studio migration.

Permission-Based Access for Alert Editing

Alert editing in the prod21 environment now follows assigned edit permissions, ensuring that only authorized users can modify alerts. Users with edit permissions can edit alert configurations and update an alert's Active or Inactive status. Users without edit permissions can continue to view alerts, but the Edit Alert option and Active/Inactive toggle are disabled.

Ticket Management

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

Reporting on Parent-Child Ticket Relationship

Ticketing Reporting now supports analysis of parent-child ticket relationships, giving teams visibility into how linked tickets are structured and tracked. This enhancement provides a more complete view of interconnected work and improves visibility across the ticket lifecycle.

Examples of new metrics available include:

• Number of Child Cases: Child case count per ticket (aggregated KPI) or as a ticket‑level view listing all child case numbers associated with each ticket along with the total count.

• Number of Follow up Cases: The number of follow-up cases per ticket or as a ticket‑level view listing follow‑up case numbers and the total follow‑up count for each ticket.

• Interactions per Ticket: Shows the number of interactions per ticket, calculated as parent plus followed‑up cases. This can be aggregated as an average KPI or displayed at ticket level with associated case numbers.

Unified Routing

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

Bulk Modification of Pending Cases to Align with Updated Routing Configurations

This release introduces a governed framework that enables supervisors to bulk update pending cases and callbacks so they align with the latest routing configurations. Using enhanced filtering and bulk actions in Live Case Monitoring and Callback Manager, supervisors can select multiple pending records and apply updates such as priority, skill, backup queue, assignee, and other supported routing attributes in a single action. The framework supports both automated and manual actions and provides a consistent approach for managing backlog items at scale.

This enhancement addresses situations where pending cases and callbacks continue to follow outdated routing configurations after routing rules have been updated. As a result, priority changes, skill updates, and backup queue adjustments may not apply to existing backlog items, leading to SLA risks, inefficient agent utilisation, and increased operational effort. The new framework helps organisations keep queued work aligned with current routing strategies while ensuring all updates are controlled, validated, and fully auditable.

Supervisors, queue managers, operations teams, workforce management teams, compliance teams, and quality assurance teams benefit from this capability. Agents also benefit indirectly by receiving workloads that better reflect current business priorities and routing requirements. The framework includes role-based controls, execution safeguards, audit logging, and completion notifications to support operational governance and accountability.

Use this capability when routing configurations have changed and existing pending work needs to be updated to match the latest business requirements. For example, supervisors can bulk update pending cases or callbacks to reflect revised priorities, newly introduced skills, updated backup queues, or reassignment requirements, helping ensure that backlog items are processed according to current routing strategies. The solution also validates pending records before execution and skips records that no longer meet the original selection criteria, helping maintain data integrity.

The release also enhances filtering capabilities in Live Case Monitoring and Callback Manager, making it easier to identify and act on relevant pending work. All bulk update activities are executed through a governed process with detailed audit trails, exportable execution records, and platform notifications upon completion, ensuring transparency and operational visibility.

Standardisation of Channel Identification for Deflection Flows

This release improves channel identification for customer interactions that are deflected between Voice and Digital/Social channels. The platform now identifies and applies the active interaction channel consistently during routing, reporting, and capacity management, ensuring that deflected interactions are recognised based on the channel the customer is currently using rather than the channel where the interaction originally started.

This enhancement addresses scenarios where Voice-to-Digital deflections could be attributed to the wrong channel, leading to inaccurate routing decisions, capacity consumption, and reporting results. By standardising channel identification across the platform, organisations can reduce operational complexity and eliminate the need for channel-specific workarounds previously required in some deflection scenarios.

Contact centre administrators, supervisors, workforce management teams, and reporting analysts benefit from this update through more accurate channel attribution and capacity allocation. Agents also benefit indirectly because workloads are consumed and managed according to the customer's active interaction channel throughout the case lifecycle.

Use this capability when customers are redirected from one channel to another, such as from Voice to SMS, WhatsApp, or other digital channels. Routing, capacity allocation, and reporting now consistently reflect the channel being used after the deflection occurs. Existing Digital/Social-to-Voice callback deflection workflows continue to operate as before.

Reporting has also been enhanced to use the same standardised channel-identification logic across the Omnichannel Queue Performance Report, Case SLA Report, and Case Processing SLA Report, ensuring a more accurate representation of customer interactions following channel deflections.

Voice AI

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

Improve Speech Recognition Accuracy with Noise Suppression

Voice AI now supports Noise Suppression in both Speech-to-Text (STT) Configurations and Speech Engine Configurations. This enhancement helps improve transcription quality by reducing background noise from incoming audio before it is processed by speech recognition services.

What's New

Administrators can now enable Noise Suppression and configure how audio is cleaned before transcription.

The feature includes:

• Multiple noise suppression models
• Configurable suppression thresholds
• Support across Speech-to-Text and Speech Engine deployments
• Improved speech recognition quality in noisy environments

Available Noise Suppression Model

You can select the In House Sprinklr Noise Suppression Model.

Configure Noise Suppression Thresholds

The suppression threshold determines how aggressively background noise is removed from incoming audio.

• Lower thresholds preserve more audio detail and softer speech but may allow additional background noise to be transcribed.
• Higher thresholds remove more background noise but may also suppress quieter speech segments.

Configure a Single Speech-to-Text Deployment for Multiple Languages

You can now enable Multilingual Speech-to-Text (STT) within a single STT deployment. This enhancement helps organizations support conversations where speakers switch between multiple languages during the same interaction, eliminating the need to create separate STT configurations for each language.

When multilingual mode is enabled, you can define a primary language and add additional supported languages to the same STT configuration. You can also associate a dedicated keyword boosting list with each configured language to improve transcription accuracy for language-specific terms and phrases.

For example, contact centers operating in multilingual markets can use a single deployment to support conversations that seamlessly switch between English and Hindi, while maintaining separate keyword boosting
lists for each language.

Benefits

• Support multilingual conversations using a single STT deployment.
• Configure primary and secondary languages within the same transcription setup.
• Assign language-specific keyword boosting lists to improve speech recognition accuracy.
• Automatically use the detected language during transcription processing where supported by the provider.
• Preserve existing single-language configurations without requiring any changes.

Transcription model for Sprinklr In-house Speech-to-Text (STT)

You can now choose the transcription model used with the Sprinklr In-house STT provider directly from the configuration page. Previously, the in-house provider relied on a predefined model. With this enhancement,
supported transcription models are available through a configurable dropdown.

The model list is dynamically populated from registered transcription models, ensuring that newly supported models can be made available without product updates. The selected model is saved with the STT configuration and is retained when you edit an existing configuration.

Currently, the following Sprinklr In-house transcription models are available:

• Sprinklr AI Whisper
• wav2vec2
• Whisper

Create Speech-to-Speech Deployments Using Sprinklr Speech Engine

You can now create Speech-to-Speech deployments using Sprinklr Speech Engine orchestration. This enhancement allows you to combine existing Speech-to-Text (STT) and Text-to-Speech (TTS) deployments into a
reusable Speech Engine configuration that can be used across Voice AI applications.

When configuring a Speech Engine deployment, administrators can select previously created STT and TTS deployments for the required languages and define conversational behavior settings such as response timeouts, turn-taking preferences, interruption handling, and filler responses. This approach simplifies deployment management while helping maintain consistent voice experiences across applications.

After the configuration is saved, the Speech Engine deployment becomes available for use in Voice AI agent configurations.

​

Benefits

• Reuse existing STT and TTS deployments when creating Speech-to-Speech experiences.
• Centralize conversational behavior settings in a single Speech Engine configuration.
• Configure response timing, turn-taking behavior, interruption handling, and filler responses for Voice AI interactions.
• Create reusable Speech Engine deployments that can be associated with Voice AI agents.

​

Availability

This experience is available when Orchestration is set to Sprinklr Speech Engine and GenAI Configuration is set to Sprinklr In-House during Speech-to-Speech deployment creation.

Voice IVR

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

Dynamically Change Speech Profiles During Live IVR Conversations

This release enhances IVR functionality by enabling speech profiles to be changed dynamically during an active IVR conversation. Administrators can configure IVR flows to switch speech configurations at runtime, allowing subsequent interactions within the same conversation to use a different speech profile without requiring separate IVR implementations. If a valid speech profile is not provided, the IVR automatically continues using the default speech profile configured in the IVR settings.

This enhancement is designed to provide greater flexibility when managing voice experiences. Organisations often need to adjust speech characteristics during different stages of a customer interaction, such as supporting multiple languages, voice styles, or speech recognition configurations. By enabling dynamic profile selection within a single IVR flow, teams can simplify IVR design, reduce maintenance overhead, and create more personalised customer experiences.

IVR administrators, contact centre managers, and solution designers benefit from this capability by gaining more control over how speech configurations are applied throughout a conversation. Customers benefit through more adaptive and contextually relevant voice experiences without interruptions or transfers between separate IVR journeys.

Use this capability when different stages of an IVR interaction require different speech configurations. For example, organisations can tailor speech settings based on customer context, language preferences, or workflow requirements while keeping the interaction within a single IVR flow. If an invalid or unavailable speech profile is referenced, the system automatically falls back to the speech profile configured in the IVR settings, ensuring uninterrupted operation.

Extend Duplicate Callback Validation to ACW-Sourced Callbacks in Schedule Callback Service

This release enhances callback scheduling validation by extending duplicate-callback detection across additional callback creation sources. The platform now validates pending callbacks created through After Call Work (ACW), Guided Workflows, APIs, IVR, and Bot flows before scheduling a new callback. When an active or pending callback already exists for the same customer interaction, the user can check if a callback already exists and take decision accordingly.

This enhancement is designed to prevent overlapping callback attempts and improve callback management consistency across the platform. Previously, duplicate-callback validation applied only to callbacks created through IVR, Journey, and Bot sources, allowing ACW, Guided Workflow, and API-generated callbacks to bypass duplicate checks. As a result, customers could receive multiple callbacks for the same issue, and agents could be assigned redundant outbound work. The updated validation logic helps reduce operational inefficiencies, minimise customer frustration, and improve callback governance.

Contact centre supervisors, administrators, and agents benefit from this update through improved visibility and control over callback scheduling. Supervisors can be confident that agents are not assigned duplicate callback workloads, while agents receive clear feedback when a callback request is blocked because a pending callback already exists. Administrators also benefit from enhanced auditability through validation and logging of duplicate-callback rejection events.

This capability is particularly valuable in environments where callbacks can be scheduled from multiple touchpoints, such as IVR journeys, automated bots, guided workflows, APIs, or agent-driven After Call Work activities.

For example, if a customer already has a pending callback scheduled through one source, any subsequent attempt to schedule another callback for the same interaction will be prevented, reducing the risk of duplicate outreach. The validation also applies to callback retry chains to prevent the creation of parallel callback sequences.

The update further strengthens operational auditing by ensuring duplicate-callback rejection events can be logged and tracked, helping organisations investigate scheduling decisions and maintain consistent callback management practices across customer engagement channels.

Support Multiple TTS Voices in Gather Customer Language Node

This release enhances the IVR Gather Customer Language node by enabling language-specific prompts to be configured and played using the appropriate Text-to-Speech (TTS) voice for each language. Administrators can now define language-selection prompts separately for each configured language, and the IVR will render each prompt using the corresponding voice settings rather than applying a single default voice across all languages. The IVR builder interface has also been updated to reflect this language-wise separation, making multilingual prompt configuration easier to manage and review.

This enhancement addresses challenges in multilingual IVR experiences where prompts in multiple languages were previously combined and played using a single default TTS voice. As a result, phrases spoken in languages that did not match the selected voice could be mispronounced, difficult to understand, and confusing for callers. By ensuring that each language is spoken using an appropriate voice profile, organisations can improve caller comprehension, reduce incorrect language selections, and create more natural voice experiences.

IVR designers, implementation consultants, and contact centre administrators benefit from a more intuitive configuration experience with clearer separation of language-specific prompts. Callers benefit from hearing prompts pronounced correctly in their preferred language, improving accessibility and reducing friction during the language selection process.

This capability is particularly useful for multilingual contact centres that serve customers across different regions and languages. For example, when an IVR presents options in English, Spanish, and French, each prompt can now be voiced using the corresponding language-specific TTS configuration, helping callers easily identify and select their preferred language without confusion.

The updated experience also simplifies administration by allowing prompts for individual languages to be managed separately within the Gather Customer Language node, reducing configuration complexity and minimising implementation errors in multilingual IVR deployments.

Add a Dedicated Timeout Path for API and VXML Nodes

This release enhances IVR flow design by introducing dedicated timeout paths for both API and VXML nodes. Administrators and implementation teams can now handle timeout events separately from standard failure scenarios, enabling more precise routing and error-handling logic. API nodes now support a distinct timeout output path, while VXML nodes support three separate outcomes: Success, Failure, and Timeout. Existing node behaviour and configurations remain unchanged, ensuring backward compatibility with current IVR implementations.

This enhancement addresses a limitation where timeout events were previously grouped with general failures, making it difficult to distinguish between backend service delays, user inactivity, and actual execution errors. By separating timeout handling from other failure conditions, organisations can implement targeted actions such as retries, fallback services, prompt replays, escalations, or alternative routing paths, resulting in more resilient and predictable IVR experiences.

Implementation consultants, IVR designers, and contact centre administrators benefit from greater flexibility when building and maintaining IVR workflows. Callers benefit from improved call experiences because delayed backend responses or missed inputs can now be handled more effectively, reducing the likelihood of abandoned calls, unnecessary failures, or confusing interactions.

This capability is particularly valuable in scenarios where backend APIs may experience intermittent delays or where callers may not respond within the expected timeframe. For example, an API timeout can trigger a retry or alternate service path instead of being treated as a generic error, while a VXML timeout can redirect callers to a replay prompt, escalation flow, or alternate menu option. This helps organisations design more robust and customer-friendly IVR journeys.

The enhancement preserves existing functionality and configurations, allowing organisations to adopt the new timeout handling capabilities without impacting existing IVR flows. New timeout paths can be configured as needed while legacy implementations continue to function as before.

Add Dynamic Input Support for Time Duration Field in Hold Action Node

This release enhances the IVR Hold Action node by introducing support for dynamic time duration values. Administrators and IVR designers can now configure the hold duration using variables, allowing the time a caller is placed on hold to be determined dynamically during runtime instead of being limited to a static value. The enhancement also includes a fallback mechanism that automatically uses a predefined value if the variable cannot be resolved or an error occurs.

This enhancement is designed to provide greater flexibility when building IVR experiences. Previously, hold durations could only be configured using fixed values, limiting the ability to adapt hold times based on customer context, business logic, or real-time workflow conditions. By supporting dynamic inputs, organisations can create more responsive and tailored customer journeys while reducing the need for multiple flow variations.

IVR designers, implementation consultants, and contact centre administrators benefit from this update by gaining more control over hold behaviour within IVR workflows. The built-in fallback logic also helps ensure service continuity by preventing flow disruptions when a dynamic value is unavailable or invalid.

This capability is particularly useful in scenarios where hold durations need to vary based on customer attributes, queue conditions, routing outcomes, or other runtime variables. For example, an organisation can dynamically adjust hold times for different caller segments or business processes while maintaining a consistent IVR configuration. If the dynamic value cannot be determined, the configured fallback duration is applied automatically to ensure the interaction continues without interruption.

WhatsApp Calling Enhancements

This release introduces a set of enhancements to the WhatsApp Calling experience, focusing on completing and refining the feature set introduced in previous releases. The update includes usability improvements, support for outbound calling from customer profiles, enhanced identification and visibility within the user interface, reporting enhancements, and multiple stability and quality improvements. These changes help deliver a more complete and streamlined WhatsApp Calling experience across day-to-day contact centre operations.

This enhancement is designed to address usability gaps and operational challenges identified during earlier releases. By enhancing reporting coverage, organisations can manage WhatsApp-based voice interactions more efficiently while gaining better visibility into performance and usage trends. The inclusion of multiple bug fixes further improves platform reliability and reduces operational friction.

Contact centre administrators, supervisors, agents, and operational teams benefit from this update. Agents can manage WhatsApp calling interactions more effectively through an improved user experience and outbound calling capabilities, while supervisors and administrators gain better reporting visibility and operational insights to support monitoring and decision-making.

This capability is particularly valuable for organisations using WhatsApp Calling as part of their customer engagement strategy. Teams can more effectively identify, manage, initiate, and analyse WhatsApp calling interactions, improving both customer experience and operational efficiency. Enhanced reporting also helps organisations track adoption, monitor performance, and evaluate interaction outcomes more effectively.

The release also includes a collection of quality improvements and bug fixes across the WhatsApp Calling experience, helping ensure greater consistency, stability, and usability for users working with WhatsApp-based voice interactions.

Workforce Management

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

Aligned Filtering Options in Master Schedule and Schedule Scenario

You can now filter the Master Schedule by Work Type, Skills, Shift Time, and Indirect Manager, and apply a consistent set of filters across both the Master Schedule and Schedule Scenario.

This update helps you analyze schedules more efficiently by reducing the manual effort required to locate agents associated with specific work types or attributes. It also gives you a consistent filtering experience across both modules, so you can navigate between them without adjusting to different filter sets.

Improved Schedule Audit Log Window Sizing After Agent Search

You can now view the Schedule Audit log in a full-height window when you open it after searching for a single agent while viewing the Master Schedule and Schedule Scenarios. The window uses the available screen space and displays a scrollbar only when the audit content exceeds the visible area.

This update helps you review audit entries more efficiently by reducing unnecessary scrolling when all content fits within the available screen. It gives you a clearer, uninterrupted view of schedule changes without additional navigation.

Clear Visual Indicator for Selected Shifts in Multi-Day View

You can now clearly identify selected Shifts in the multi-day view through a distinct visual indicator that remains visible throughout bulk action workflows, including Cut, Copy and Paste, Edit Schedule, Remove Agents, Move Agents, and Swap.

The multi-day view in Schedule Scenario allows you to view and manage agent schedules across multiple days, including performing bulk actions such as editing, moving, swapping, or removing shifts.

Overtime Activity Assignment from the Schedule Scenario Landing Page

You can now assign Overtime Activities directly from the Add Activity section while viewing Schedule Scenario in Intraday View. You can drag and drop an Overtime Activity onto an agent's schedule before or after their scheduled shift.

Overtime Activities are a specific activity type assigned outside an agent's standard shift hours to track and manage additional working time.

This update helps you manage overtime more efficiently by allowing you to assign and track overtime directly from the Schedule Scenario without navigating to separate workflows. Policy violations are surfaced through schedule alerts, giving you greater visibility into overtime limits.

Version Control Options When Publishing Schedule Scenarios

You can now choose whether to update the current published version or create a new version when publishing a Schedule Scenario. You can also queue additional publishes while one is in progress, without leaving the Schedule Scenario page.

This update helps you manage Schedule Scenario versions more efficiently by reducing unnecessary version accumulation for frequently updated scenarios. It also allows you to continue editing and publishing without waiting for an in-progress publish to complete.

Login Details and Partial Adherence Exceptions in the Adherence Rectify Pane

You can now view login and logout details in the Adherence Rectify pane, split adherence blocks to apply partial exceptions, and access the User Status Log and Exception Audit Log directly from the Adherence Timeline in Master Schedule.

The Adherence Rectify pane in the Master Schedule allows Workforce Managers to review and update agents’ adherence statuses directly from the Adherence Timeline. Adherence records are grouped by status — Adherent, Non-Adherent, and Neutral — and can be updated based on real-world activity data.

This update helps you make more informed adherence decisions by surfacing login and logout data directly in the Adherence Rectify pane, reducing the need to navigate between screens. It also improves adherence accuracy by allowing you to apply exceptions at the interval level rather than marking entire blocks.

Shift Trade Indicators and Day Off Display Updates in Sprinklr Mobile Application

In the Sprinklr Mobile Application, you can now identify Shifts raised for trade through a translucent appearance and a trade icon in the schedule view, view login and logout events in the Adherence Timeline, and see cleaner Day Off cards without time duration or grey dot indicators.

These updates help you quickly identify shifts in the trade workflow without reviewing each shift individually, and reduce visual clutter on Day Off cards for a cleaner schedule view. Login and logout visibility on mobile also brings the adherence timeline experience in line with the web platform.

Thank you for using Sprinklr Service. The *release name* release 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.