Sprinklr Unified Platform and Cross Products' latest 26.10 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows.

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Summary

New Features

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

AI+ Studio

The following features are released under the AI+ Studio module:

Guardrail Hits Report in Sprinklr AI+ 

You can now access the Guardrail Hits report under the Sprinklr AI+ data source. This update allows you to view every request where one or more guardrails were triggered, along with details such as guardrail type, guardrail name, the message evaluated, blocked message shown, and response latency. 

This report helps you monitor guardrail activity across your AI deployments, giving you greater visibility into which guardrails are triggered and on what content, so you can better manage your AI safety configuration and make more informed decisions. For further information, refer to Guardrail Hits Reporting.

Auto Evaluation for AI Sentiment 

You can now initiate evaluations for AI Sentiment in AI+ Studio. This update allows you to evaluate accuracy on either existing bulk predictions or on a selection of new set of messages, view a detailed per-request accuracy breakdown, and manually override evaluation results whenever needed.

You can access it from the three-dot menu on any AI+ Studio deployment for AI Sentiment, where the evaluations panel opens to display all evaluation runs, their statuses, and results.

For further information, refer to Configure AI Sentiment Use Case in AI+ Studio.

Introducing Intent Moderation (Intuition Moderation 2.0) in AI+ Studio

Intent Moderation enables you to classify messages for moderation and intent in one place in AI+ Studio. Messages are first screened for engageability, then classified into intents sing full message context such as parent posts or thread history.

Intents and moderation categories are labels that help organize messages by purpose and policy. You can create and customize these intents and moderation categories, run discovery to find new intents in your data, and tailor prompts to match your business use case.

This update helps you reduce manual moderation, route conversations to the right human agents, and review classification results directly in your reporting and engagement dashboards.

For further information, refer to Intent Moderation in AI+ Studio.

Integrations

The following features are released under the Integrations module:

Bring Your Own Telephony Connector for Salesforce 

You can now handle Sprinklr VoiceConnect calls directly within Salesforce using the Bring Your Own Telephony Connector (Salesforce Voice Cloud Connector). With Salesforce deprecating OpenCTI in 2028, the Bring Your Own Telephony (BYOT) Connector provides the go-forward path for organizations running Sprinklr telephony within Salesforce.

Salesforce Bring Your Own Telephony (BYOT) is Salesforce's native telephony framework that embeds voice capabilities directly into the agent desktop. The Sprinklr BYOT connector links Sprinklr's telephony infrastructure including SIP routing, IVR, call recording, and real-time transcription — to Salesforce Omni-Channel routing, so agents can handle calls, access customer data, and update records without leaving Salesforce.

This connector helps contact center teams reduce platform switching by centralizing all call-handling within Salesforce. Agents can manage inbound and outbound calls, hold, mute, transfer, and complete after-call work using Salesforce controls, while call recordings, real-time transcripts, and engagement metrics are automatically linked to VoiceCall records for easier review and reporting.

Salesforce Marketing Cloud Connector for Journey Builder

You can now trigger Sprinklr Journey Facilitator messaging journeys directly from Salesforce Marketing Cloud Engagement (MCE) Journey Builder by adding the Sprinklr custom activity to your MCE journey canvas.

Sprinklr for Salesforce Marketing Cloud is a hosted custom Journey Builder activity that connects MCE journeys to Sprinklr's messaging capabilities.Inside Journey Builder, you can search and select Sprinklr journeys and templates, map MCE Data Extension fields to Sprinklr template variables, and save the activity without leaving MCE.

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You can also enable automated engagement import to bring delivery, read, click, and failure status back into your MCE Data Extensions on a schedule configured during onboarding, keeping campaign performance data accessible in one place.

Integration Canvas: Low/No-Code Builder

The Integration Canvas introduces a low/no-code visual builder that enables users to automate workflows by connecting triggers, data mapping and transformation steps, and actions within a single workflow canvas.

The feature helps teams integrate Sprinklr and external systems without extensive development effort, using a visual experience to design, manage, and monitor automations. It includes support for webhooks, scheduled jobs, data mapping, API-based actions, authentication, logging, and debugging.

The solution is built around three core pillars:

• Triggers: Define how and when a workflow starts, such as through webhook events or scheduled jobs.

• Data Mapping & Transformation: Map, reformat, and conditionally manipulate data between workflow steps using visual mapping and transformation capabilities.

• Actions: Perform operations such as updating Sprinklr data, executing API requests, or sending data to external systems.

With Integration Canvas, users can automate common integration scenarios such as receiving data through a webhook, transforming incoming payloads, and automatically updating records in Sprinklr or invoking external APIs. Additional use cases include running scheduled data synchronization jobs, pushing data to external storage platforms, and routing Sprinklr events to third-party systems.

Platform Governance

The following features are released under the Platform Governance module:

Introducing Standard Roles and Enhanced Role Assignment Experience 

Administrators can now create roles faster using Standard Roles, which provide predefined permission templates based on common user personas and business functions. This enhancement reduces the need to manually configure permissions and provides greater visibility into role assignments and permission inheritance.

What's New 

Standard Roles 

You can now create new roles by selecting a Standard Role template during role creation. 

• Standard Roles are system-managed role blueprints with predefined permissions. 

• Standard Roles are separated from Custom Roles in the UI. 

• Standard Roles cannot be edited or deleted. 

• When selected, the Standard Role is cloned and used as a starting point for creating a Custom Role. 

• The cloned role can be modified and saved as a new Custom Role. 

• An exact copy of a Standard Role cannot be saved. You must modify the role name or permissions before creating the role. 

You can use Standard Roles in the following ways:

1. Assign users or user groups directly to an Standard Role.
2. Clone an existing Standard Role and create a customized version.
3. Use an existing Standard Role as the foundation for creating a new role.

Enhanced Role Visibility

• Expand assigned user groups in the Summary panel to view all users included in the group.

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New Actions for Standard Roles 

The following actions are available from the Roles page: 

• Clone 

• View Permissions 

• Activity 

• Reassign Users/User Groups  

Improved Role Assignment Experience 

The user creation experience now includes: 

• Categorized Global Roles, Local Roles, and Workspace Roles. 

• Tooltips that explain each role type. 

• A Role Summary panel that displays directly assigned roles and applicable permissions. 

• Visibility into overridden roles and permissions. 

Permission Entitlement Warnings 

When a role includes permissions that exceed a user's purchased package: 

• The role can still be assigned. 

• A warning message indicates that some permissions will not be active. 

• Restricted permissions are displayed in the Role Summary. 

• Unavailable permissions appear grayed out.  

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User and User Group Compatibility Warnings 

During role creation and assignment, Sprinklr displays a warning when some assigned users or users within assigned user groups do not have access to all products, packages, or add-ons required by the role. 

Example message: 

Some permissions are unavailable to the highlighted users or user groups because they aren't included in their package.

Sprinklr APIs and Webhooks

The following enhancements are introduced in Sprinklr APIs and Webhooks:

Introducing Sprinklr MCP Server 

You can now connect external AI assistants to Sprinklr using the Sprinklr MCP Server, which exposes Sprinklr product capabilities as invocable tools that large language models can discover and use through natural language.

The Model Context Protocol (MCP) is an open standard that enables AI assistants and large language models to discover and interact with external tools and data sources. In Sprinklr, each product module and Sprinklr Copilot capability is registered as a discrete MCP Tool that handles query translation and response delivery.

This update allows your team to access Sprinklr capabilities directly from AI assistants such as Claude and ChatGPT without switching between applications. By translating natural language inputs into Sprinklr queries, it reduces manual steps, speeds up information retrieval, and makes Sprinklr data more accessible across your workflows.

Introducing Sprinklr V3 APIs

You can now integrate with Sprinklr using API v3, the platform's unified, OpenAPI 3.0.3-compliant interface. This update allows you to read and write Sprinklr data and platform configuration through a single, consistent RESTful interface that supports OAuth 2.0 authentication.

Sprinklr APIs are RESTful web service APIs that let external systems connect to data held in Sprinklr and automate workflows across the platform. API v3 replaces the per-endpoint variation of v2 with one OpenAPI 3.0.3 document covering every endpoint, a uniform response envelope that returns data, errors, and metadata in a consistent shape, and a single Error object that always includes a required id, code, and message across all operations.

This update helps you reduce the time and effort required to build, troubleshoot, and maintain integrations. Your existing API key and OAuth access token work with v3, so moving from v2 requires only updating the base path from `/api/v2` to `/api/v3` and adapting to the v3 response envelope without re-onboarding. You can also generate clients, mocks, and tests directly from the specification, replacing manual setup and reducing recurring maintenance work.

CFM Survey API: New List Surveys API 

The CFM Survey APIs now include a new List Surveys API, enabling you to retrieve surveys configured within Sprinklr Customer Feedback Management (CFM) through a standardized and self-service endpoint. This API provides visibility into surveys available to the authenticated user based on their permissions and returns key survey identifiers and metadata.  

With this enhancement, you can: 

• Retrieve surveys across the Program → Subprogram → Survey hierarchy. 

• Filter results using parameters such as Program ID, Subprogram ID, Survey ID, Survey Name, Program Name, Owner, Status, and creation or modification dates. 

• Support pagination for efficient data retrieval. 

• Sort survey results by attributes such as Created Date, Updated Date, Program ID, and Subprogram ID. 

• Access comprehensive survey metadata, including survey status, owner, type, language information, distribution details, and modification history. 

This enhancement simplifies survey discovery and management by providing a centralized API to query survey configurations and metadata within CFM. 

Bulk Profile APIs

Bulk Profile APIs are now available to help organizations create, update, and manage multiple profiles in a single request. This enhancement reduces the number of API calls required for high-volume profile ingestion workflows, helping improve efficiency, reduce rate-limit consumption, and simplify integrations that process large numbers of profiles.

For further details, see Bulk Profile APIs: Create, Update, Patch, Upsert, Fetch.

Display Typing Indicators for WhatsApp and Live Chat Conversations

The Publishing Typing Indicator API allows you to signal typing activity to customers during conversations on WhatsApp and Live Chat, ensuring they receive visual feedback while a response is being prepared. By displaying familiar typing indicators, such as "agent is typing" cues, organizations can provide a more responsive and engaging conversational experience.

For further details, see Publishing Typing Indicator API.

Feature Updates

AI+ Studio

The following features are released under the AI+ Studio module:

Feature Management Permissions Consolidated in AI+ Studio 

You can now manage all Feature Access Management permissions directly within AI+ Studio. This update allows you to find the Feature Management sub-bucket under the AI+ Studio permissions bucket, replacing its previous location under Sprinklr AI+. All existing permissions and their associated behaviors remain unchanged. 

This update helps you manage all AI+ Studio access controls from a single, centralized location. It eliminates the need to navigate two separate permission buckets; AI+ Studio and Sprinklr AI+, to fully govern AI+ Studio access, reducing administrative overhead and confusion. Existing permission configurations are automatically migrated, so no action is required from administrators for either new or existing users. 

For more information, refer to Feature Access Management in AI+ Studio.

Input and Output Support for the Protected Material Detection Guardrail 

You can now configure the Protected Material Detection guardrail to apply on user inputs, AI-generated outputs, or both in AI+ Studio. This update allows you to select from Input, Output, or Input and Output using the Apply On field in the Guardrail's Basic Details window. 

This update gives you greater control over how protected content is managed across AI interactions. Applying the guardrail at the input stage prevents users from submitting prompts that attempt to elicit or reproduce protected material, while applying it at the output stage ensures AI-generated responses meet copyright and compliance standards before they reach end users. You can also apply both for end-to-end protection across the full interaction. 

This update helps you verify that your inference pipeline output meets quality standards before or after deployment. You can review AI-generated accuracy scores, override individual request outcomes where needed, and track how those corrections affect the overall Evaluation Accuracy score—giving you clearer visibility into pipeline performance and supporting more confident deployment decisions. 

For further information, refer to Protected Material Guardrail.

Computer Telephony Integration (CTI)

The following features are released under the Computer Telephony Integration (CTI) module:

Agent Readiness: Microphone Troubleshooting Contextual Help 

The Agent Readiness indicator now shows a Learn More link when a microphone issue is detected. This link appears only if microphone access is disabled or blocked and provides agents with immediate troubleshooting guidance in a new tab. This enhancement helps agents quickly resolve microphone problems, reducing downtime, and improving call readiness.

Integrations

The following features are released under the Integrations module:

Configurable Zendesk Iframe Modal

Zendesk iframe integrations now support configurable modal dimensions, enabling administrators to define the height and width of modals displayed within Zendesk. This enhancement provides greater flexibility when embedding Sprinklr experiences, allowing teams to optimize how content is presented and better align modal layouts with their operational requirements.

Configurable Integration Session Expiry

The integration session expiry times can now be configured for your environment, providing greater flexibility to align session management settings with individual customer or business requirements. This enhancement enables organizations to define environment-specific inactivity timeouts without affecting configurations used by other partner environments.

Expose NexGate Post ID for Proofpoint Integrations

Sprinklr now exposes the NexGate Post ID for organizations using the NexGate/Proofpoint approval workflow. The enhancement makes the NexGate identifier available on the POST entity, enabling integrated workflows to associate Sprinklr content with the corresponding NexGate review record and support downstream Proofpoint integration requirements. This update is designed for customers that rely on NexGate-powered compliance and approval processes within their social publishing workflows.

Expand Adobe CJA Integration with Post and Account Mapping

The Adobe Customer Journey Analytics (CJA) integration now supports post and account dimension mapping. This enhancement enables organizations to associate Adobe analytics dimensions with Sprinklr posts and social accounts, enriching customer journey data with Sprinklr-native attributes such as post details, account information, channel context, and campaign data.

By connecting Adobe interaction data with Sprinklr entities, organizations can gain deeper insight into how social engagement contributes to broader customer journey and performance analysis.

Adobe Workfront Logo for Adobe-Originated Posts

The Adobe Workfront integration now displays the Adobe Workfront logo on posts that originate from Adobe Workfront, making it easier for content teams to distinguish Workfront-managed content from other draft and scheduled posts. The logo is displayed on Editorial Calendar message cards and draft third pane, helping users quickly identify posts that are synchronized through the Adobe Workfront integration.

JWT-Based Server-to-Server (S2S) Authentication in Connections Manager

Connections Manager now supports configuring Server-to-Server (S2S) authentication directly from the UI for integrations that use JWT-based authorization. Users can create an S2S connection by specifying the Private Key, Token URL, and Client ID, with optional support for custom JWT Headers and JWT Claims. When configured, Sprinklr generates a signed JWT and sends it to the specified token endpoint to obtain an access token, eliminating the need for client secret-based authentication for systems that require JWT-based authorization.

Platform Governance

The following features are released under the Platform Governance module:

Critical Setting Explaination in Feature Settings page

To improve transparency and reduce the risk of unintended configuration changes, Feature Settings now display additional explanations for settings marked as Critical describing why the setting is critical.  

Previously, all critical settings displayed a generic sensitivity message. With this enhancement, administrators can now view a setting-specific explanation that describes why the setting is critical and the potential impact of modifying it. 

What's New

• Added support for Critical Explanations for Dynamic Properties (DPs) marked as Critical.

• When users hover over or view a critical setting, they can see:

  • An explanation related to the setting, or

  • A default message when no explanation is available

Quickly Identify Critical Feature Settings with the New Sensitivity Filter 

Administrators can now quickly locate and review high-impact feature configurations using the new Sensitivity filter on the Feature Settings page. As organizations manage a growing number of feature settings, this enhancement makes it easier to focus on configurations that require careful review and governance. 

What's New 

A new Sensitivity filter is now available on the Feature Settings page. 

With this enhancement, administrators can: 

• Filter and view only settings marked as Critical. 

• Combine the Sensitivity filter with existing filters, such as Module, to narrow down results. 

Hyperlink Rendering for Text Custom Fields 

Users can now prevent automatic hyperlink generation in text-based custom fields by enabling the new Disable Hyperlink Rendering option. 

Previously, values entered in text custom fields that resembled URLs, email addresses, product codes, or internal references could automatically render as clickable hyperlinks. This behavior could be undesirable when storing identifiers such as ticket IDs, product codes, or other reference values. 

With this enhancement, administrators can enable the Disable Hyperlink Rendering toggle when configuring a text custom field with the Any validation type. When enabled, field values are displayed exactly as entered and are not converted into clickable links. 

Supported field types 

• Text (TEXT) 

• Text Area (TEXT_AREA) 

• Multi-line Text (TEXT_MULTI) 

This setting affects only how values are displayed. It does not restrict or validate the content entered into the field. Existing behavior remains unchanged for fields where the toggle is not enabled.

Audience Profile Imports Now Enforce Governance and Permission Controls 

Audience Profile Imports now enforce the same governance and permission controls that apply when users manage profiles through the user interface. 

Previously, users could update governed profile lists and certain governed profile fields through imports even if they did not have permission to modify those values in the application. With this enhancement, import operations validate user permissions before applying updates. 

What's changing 

• Users can modify profile lists through imports only if they have access to those profile lists. 

• Users can update governed profile fields through imports only if governance settings permit them to edit those fields. 

• Import behavior is now aligned with the permissions enforced in the application. 

• Rows that contain unauthorized updates are rejected and display a clear error message identifying the restricted profile list or field. 

Impact 

If an import file attempts to add, remove, or update profile list memberships or governed profile fields that the importing user is not authorized to modify, the update is blocked and the import result displays an appropriate permissions-related error. This enhancement ensures governance policies are consistently enforced across profile management workflows. 

Audience Profiles | Custom Field Value Visibility Controls Now Enforced During Imports 

Audience Profile Imports now respect custom field value visibility controls configured for profile custom fields. 

Previously, users could update profile custom fields through import files even when the selected custom field values were not shared with them. This created a gap between the permissions applied in the Profile Properties UI and those applied during bulk profile imports. 

With this enhancement, Audience Profile Imports validate custom field values against the importing user's visibility permissions before applying updates. Users can update profile custom fields only with values that are visible and shared with them. 

What's changing 

• Audience Profile Imports now enforce custom field value visibility controls. 

• Users cannot update profiles with custom field values that are not shared with them. 

• Import behavior is aligned with the Profile Properties experience, where users can select only visible custom field values. 

• When an import file contains restricted or unavailable values, the import displays an appropriate validation error and the update is not applied. 

This enhancement helps maintain governance controls and prevents unauthorized updates to profile custom field values during bulk imports. 

Triggering Outbound API Calls from Pre-Publishing Rules

You can now configure outbound API calls directly within Pre-Publishing Rules, enabling automated communication with external systems before content is published.

Previously, outbound API actions were only supported in Post-Publishing Rules (after content went live). With this enhancement, teams can enforce pre-publication compliance checks, trigger external validation or
translation workflows, and verify third-party clearance in real time.

• Key Highlights:

  • Pre-Publish Validation: Send post payloads and metadata to external REST endpoints to validate guidelines before the message publishes.
  • Configurable Handling: Define actions based on API response codes (example, proceed on 2xx, block and alert on 4xx/5xx errors or timeouts).
  • Availability: Available globally in Rule Engine under Pre-Publishing Rules for all standard workflows.

Sprinklr APIs and Webhooks

The following enhancements are introduced in Sprinklr APIs and Webhooks:

API Key Generation Disabled on Developer Portal 

API key and application creation on the Developer Portal has been disabled, and your existing keys and secrets remain unaffected. You can generate new API keys and secrets using Developer Tools in the Sprinklr platform.

Developer Tools in Sprinklr is the centralized location for creating and managing API keys and application credentials. Previously, developers could also create keys and applications through the Developer Portal; that option is no longer available.

This change consolidates API key management within the Sprinklr platform, giving you a single location to generate and manage credentials. Your existing integrations continue to work without interruption, as all previously created keys and secrets remain active.

Voice Call Event Updates Webhook Enhancements

We have enhanced the Voice Call Event Updates webhook by adding new voice monitoring and conference-related events, along with additional payload attributes for existing call lifecycle events.

New webhook events

The following supervisor monitoring events are now available:

• LISTEN_START – Triggered when a supervisor starts listening to an agent's call.
• LISTEN_STOP – Triggered when a supervisor stops listening to an agent's call.
• CONTINUOUS_LISTEN_START – Triggered when continuous listening is enabled.
• CONTINUOUS_LISTEN_STOP – Triggered when continuous listening is disabled.

These events provide details such as conversation ID, supervisor information, agent information, participant ID, timestamp, and listening mode details.

Support Minimal Responses for Bulk User Update API Requests

The Bulk User Update API now supports a parameter that allows consumers to request a minimal response payload. When enabled, the response returns only successfully created users, helping reduce payload size and improve processing efficiency for downstream systems.

User APIs: Support for Forbidden Mobile View and Interaction Visibility Fields

The User API now supports the Forbidden Mobile View and Interaction Visibility fields, enabling administrators and integration workflows to read and update these fields programmatically. This enhancement aligns API capabilities with user profile settings available in the UI, helping organizations streamline user provisioning, access management, and synchronization processes through external systems.

Tokenization Support for User Profile Information in APIs

User profile information, including first name, last name, and email address, can now be tokenized to help organizations strengthen data privacy and compliance requirements. APIs that create, update, retrieve, or search user records have been enhanced to support tokenized user data, enabling secure handling of personally identifiable information (PII) across user management workflows.

Track GDPR Request Outcomes with Callback URL Support

The GDPR APIs now support callback URL notifications, enabling external systems to track the outcome of GDPR view, edit, and delete requests more effectively. When a callback URL is provided, customers can receive asynchronous updates on request completion status, improving visibility into GDPR processing workflows and reducing the need for manual status checks.

Publish Instagram Collab Posts through the Publishing API

The Publishing API now supports publishing Instagram Collab posts, enabling developers and integration partners to create collaborative Instagram content programmatically. This enhancement helps organizations automate collaborative publishing workflows and maintain consistency across UI-based and API-driven publishing processes.

Access CC and BCC Recipient Data through the Messages API

The Messages API now includes CC and BCC recipient information in its response payload, enabling applications to retrieve more complete message metadata programmatically. This enhancement aligns API responses more closely with the recipient information available in Sprinklr email composition and message views, helping organizations improve data completeness across integration, compliance, and archival workflows.

Replay Specific Event Types with Webhook Replay Filters

The Webhook Replay API now supports filtering replay requests by webhook event type, allowing users to replay only the events that are relevant to their integration workflows. By specifying a webhookType filter, users can limit replay operations to a specific category of webhook events, such as CASE_UPDATED, MESSAGE_CREATED, or VOICE_CALL_EVENT_UPDATES. This enhancement helps reduce replay volume, minimize unnecessary downstream processing, and improve the efficiency of webhook recovery and troubleshooting operations.

Monitor Webhook Delivery Performance with Enhanced Reporting

Webhook reporting has been enhanced to provide greater visibility into webhook dispatch activity and delivery outcomes. Users can now create reporting widgets to track webhook executions, monitor aggregated dispatch counts, and analyze response codes to identify successful and failed deliveries. Reports also support subscription names and related identifiers, including Case Number, Conversation ID, and Case ID, helping teams investigate integration issues more efficiently.

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 26.10 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at tickets@sprinklr.com.