Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

Channels

The following features are introduced in Channels for improved experience and efficiency:

New Channel Integration: Gainsight Community

Sprinklr has integrated Gainsight Community into its platform to bring customer interactions, support queries, and collaborative discussions into a single omnichannel platform. This integration enables you to manage community-driven conversations, efficiently resolve questions, and monitor responses directly from Sprinklr. For more details, please refer to Gainsight Community - Overview.

Engagement

The following features are introduced in Engagement for improved experience and efficiency:

Engagement Capabilities: Gainsight Community Channel

Sprinklr now offers comprehensive engagement capabilities for the newly integrated channel - Gainsight Community. From an engagement perspective, you can plot discussions across topics within Gainsight Community, ensuring all community activity is captured in a structured and actionable format.

The Sprinklr platform currently supports key message types: conversations, questions, and comments, enabling efficient engagement management. You can perform both channel actions and Sprinklr actions on selected messages to monitor, manage, and respond to community interactions seamlessly. For more details, please refer to Engagement in Gainsight Community.

Enhanced Language Detection with Expanded Dialect Support in Sprinklr Platform

Sprinklr has enhanced its Language Detection capabilities to align with Google’s language and dialect detection support, improving the accuracy of inbound message identification and routing across global markets. This update adds support for key dialects, including but not limited to French (Canada), French (France), Punjabi (Shahmukhi), and Malay (Jawi) that represent a high volume of customer interactions. In particular, support for French (Canada) is critical to ensuring precise case routing by market and language and to enabling automation workflows that rely on accurate language detection.

Publishing

The following features are introduced in Publishing for improved experience and efficiency:

Publishing Capabilities: Gainsight Community Channel

We have integrated a new channel, Gainsight Community, into Sprinklr, allowing you to publish directly to the channel from within the platform. This enables you to create posts and actively engage with the community, streamlining communication and collaboration. You can create posts of two types: Conversation and Question, with support for rich text formatting, including bold, italics, bulleted lists, and more. Posts can also include images in JPEG or PNG formats and can be scheduled or published immediately. For more details, please refer to Publish a Post in Gainsight Community.

Reporting

​The following features are introduced in Reporting for improved experience and efficiency:

New Facebook Page Follower Metrics: City and Country-Level Insights

With this release, new account-level metrics from Facebook have been integrated into Sprinklr to maintain parity with the channel. These metrics have been recommended by Facebook as alternatives to Page Fans, which was deprecated on 15 November 2025. The newly available metrics include Facebook Page Follows by City and Facebook Page Follows by Country.

Facebook Page Follows by City represents the number of people who follow your Facebook Page, aggregated by city. This is a unique metric for Facebook that corresponds to city-level follower insights. (Unique Users). Facebook Page Follows by Country represents the number of people who follow your Facebook Page, aggregated by country. This is a unique metric for Facebook that corresponds to country-level follower insights. (Unique Users). For more details, please refer to Facebook Account Metrics.

New Facebook Monetization Metrics in Sprinklr

Facebook has launched new metrics to help users measure their monetization earnings from various sources, and these metrics are now available in Sprinklr. The first metric, Content_Monetization_Earnings, provides the amount of money earned from content monetization across different sources. Approximate earnings are determined by Meta and are based on qualified views for eligible public videos, total plays for eligible public reels, and reach, comments, reactions, and shares for other eligible public posts (excluding Stories). The second metric, Monetization_Approximate_Earnings, gives the approximate earnings from different monetization tools, including the Content Monetization Program, Stars, Subscriptions, Ads on Reels, In-stream Ads, Live Ads, and Bonuses. Please note that actual payouts may be higher or lower due to pending reviews, content ownership claims, or other adjustments. These metrics provide creators with better visibility into their earnings across different channels and content types. For more details, please refer to Facebook Account Metrics, Facebook Dimensions and Facebook Post Insights.

New Instagram Metrics for Reposts and Skip Rate

We are introducing new media-level and user-level insight metrics to provide deeper visibility into content performance on Instagram. The media-level metric named Reels Skip Rate measures the percentage of views where viewers skip a Reel within the first three seconds, offering insights into how engaging the beginning of a Reel is. Additionally, Reposts, another media-level metric, track how often a media is reposted, helping gauge the reach of specific media. At the user level, the Reposts metric provides an overall account-level view of how frequently content is reposted, giving a more comprehensive understanding of audience engagement. For more details, please refer to Instagram Post Insights and Instagram Account insights.

Thank you for choosing Sprinklr Social!

If you have any concerns, feedback or require assistance, please reach out to us at tickets@sprinklr.com.