Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.1.1 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.

​Data Sources and Channels

TikTok Brand Hashtag Mention API Update

With this update, you can now track up to 1,000 posts per hashtag (previously this limit applied per account) that use your approved brand hashtags. If more than 1,000 posts are available, TikTok automatically returns those with the highest engagement (ranked by likes), ensuring you always see the most relevant content. Please refer here for more details.

Customer Feedback Management

Builder

Option to Flip Response Order for End‑User Experience

In this release, you can now flip the option order in CSAT, NPS, and Rating questions to match your brand’s preferred scale presentation, without impacting reporting logic, scoring, or analytics.

Note: Existing surveys continue to work as they do today, and enabling this option later only affects how options are displayed, historical data remains intact.

Addition of Rich Text Support

This release introduces expanded font customization options across the Email Body, Thank You message, Button text, and Footer text. You can now choose from the following supported fonts: Arial, Courier New, Georgia, Times New Roman, Trebuchet, and Verdana, along with configurable font size and color.

When you select a font for your base‑language email, the system will automatically apply the same font to any newly created translated versions. If the chosen font is not supported in a target language, the translation will default to that language’s pre‑set system font. You may still adjust the font type independently for each language as needed.

Addition of Rich Text Support: Error Text/Help Text/Upload Message

We’ve enhanced Error Text, Help Text, and Upload/Record Messages to make survey guidance clearer, more readable, and easier to customize. You can now format these messages using font style, size, and color, along with inline bold, italic, and underline options, helping critical instructions, warnings, and constraints stand out, especially on mobile devices. These updates apply to Error Text across all questions, Help Text for Open Text and MCQ, and Upload/Record Messages for File Upload and Audio/Video questions. All styling renders consistently across Builder preview, desktop web, and mobile web, ensuring respondents receive clear, well‑emphasized guidance wherever they engage with your survey. Please refer to these articles for more details.

Improved Placeholder Organization

We’ve simplified how placeholder text is organized in Survey Builder so you can find the right fields faster and work more intuitively. Survey Metadata is now called Response Metadata, with browser‑related fields grouped under Browser Metadata, and Response Date now placed under Survey Response Standard Fields. These improvements apply automatically to all your existing and new surveys, ensuring a clearer and more consistent building experience. Please refer to these articles for more details.

Addition of Date of Month, Day of Week Logic Entities (Standard Surveys)

You can now make your surveys adapt to when respondents take them. Survey Builder supports time‑aware logic that lets you branch flows based on the current day or date, so your surveys can automatically adjust for weekday vs. weekend experiences, date‑specific rules, or end‑of‑month scenarios.

Previously, these use cases required workarounds like duplicating surveys or managing logic outside the platform. With current date‑time fields now available directly in Survey. Logic, you can design dynamic, context‑aware experiences in one place, ensuring your surveys stay relevant, timely, and easier to manage. Refer to the skip and display logic articles for more details.

Addition of Rich Text Support: Header Title + Description

Survey headers are now more flexible and easier to customize. We’ve expanded rich‑text capabilities for both Header Title and Header Description, allowing you to better structure information and present clear, consistent messaging to respondents. You can now apply or clear formatting, including bold, italic, underline, hyperlinks, and text alignment, making it easy to reset content to a clean style defined in the Survey Styling tab.

Distribution

New CFM Zendesk Connector in Sprinklr Marketplace

You can now connect Zendesk to CFM through the new CFM Zendesk Connector in the Sprinklr Marketplace. This integration lets you automatically trigger CFM surveys from Zendesk ticket events, making it easier to capture real‑time customer feedback at the most meaningful moments in the support journey.

Dynamic Date & Time Placeholder Support for Distributions

Survey distributions now support dynamic date‑ and time‑based placeholders, enabling messages to automatically display the current date or time at the moment a distribution is sent. A new “Current Distribution Date” placeholder bucket has been added with multiple date and time formats, providing more accurate and context‑aware messaging for time‑sensitive instructions, reminders, and recurring sends. These placeholders resolve at send‑time and are supported across all distribution surfaces, including Email, SMS, WhatsApp (non‑Conversational), Social DM, and Live Chat, ensuring all outgoing survey communications remain timely and up to date.

Survey Analytics

Case Metadata Support in Response Analytics

All newly identified Case Metadata fields are now available in the Response Data source and can be used as standard dimensions and metrics across CFM Analytics. You can seamlessly report on, filter, drill down into, and export response‑level data using case attributes such as creation time, closure details, sentiment, and message count. This enhancement makes it easier to correlate survey responses with case performance and gain deeper operational insights.

Enable Case Metadata Fields Compatibility with Invite Performance Data

Case standard and custom metadata fields are now compatible with the Invite Performance data source, enabling reliable filtering, drilldowns, plotting, and exports. This improves widget stability, prevents broken joins, and allows analysts to accurately analyze invite performance by case attributes, including key funnel views from Case → Invite Sent → Delivered → Response.

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Thank you for using Sprinklr Insights. The 26.1.1 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.

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