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.

Agent Assist - Smart Comprehend

The following features are being introduced in Sprinklr Service’s Agent Assist - Smart Comprehend module:

Smart Comprehend Case Check & Event Sampling

Smart Comprehend now runs inference only on assigned cases, avoiding unnecessary processing for unassigned ones. Channel-level event sampling has been added, triggering inference at configurable frequencies based on customer messages (excluding brand-generated ones).

These updates streamline conversation-building logic, reduce duplication, and lower inference load on knowledge-base suggestions. Configuration is managed via partner-scoped dynamic properties for flexible rollout.

Agent Copilot

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

Support External Permalinks in Agent Copilot Citations

You can now open external knowledge base articles directly from citations in Agent Copilot responses. When Copilot uses a knowledge base article that includes an external permalink, the citation links to that external article and opens it in the third pane.

This update helps you access the most current content without extra steps. It also makes it clear when a response is backed by an external source, so you can trust and verify information more easily. 

Refer to Agent Copilot Capabilities for more details.

Introducing Streaming Support for FAQ Function

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

• With streaming on, answers are displayed progressively.

• With streaming off, Agent Copilot continues to return the complete FAQ response after processing finishes.

Streaming reduces perceived wait time and helps you access information faster during conversations. You can start responding with confidence while Copilot finishes generating the answer. This update does not change how proactive or scheduled FAQs work. For more information, refer to Streaming Support in Agent Copilot.

Call Control

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

Automatic Country Code Application for External Calling

You can control whether agents can manually select a country code during outbound calling by using a dialer‑level setting.

A toggle Disable country code selection in Manual Outbound Calling is available in Dialer Profiles. When this toggle is enabled, the country code is automatically applied based on the dialer configuration and cannot be edited by agents.

What’s changed

• The country code selector is hidden or locked when the setting is enabled.

• Agents cannot manually change the country code.

• The behavior is applied consistently across:

  • External call transfer

  • Add Call

When the setting is disabled, agents can continue to select or edit the country code.

This enhancement helps standardize dialing behavior and reduces agent errors in regions where country codes should remain fixed.

New Call Tracking Fields in Case Properties

Two fields are now available in Case Properties to clearly track customer and call flow numbers during an interaction:

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Latest Customer Phone Number

• Displays the customer’s phone number associated with the case.

• This field always reflects the customer’s number, regardless of call transfers or outbound actions.

• It provides a consistent reference to identify the customer involved in the interaction.

Latest Called Number

• Displays the most recent phone number involved in the call flow.

• For inbound calls, this field initially shows the customer’s phone number.

• If the call is transferred or an outbound action occurs (such as an external transfer), this field updates to reflect the latest number the call was connected to.

• The field continues to update as the call progresses.

Together, these fields provide better visibility into both the customer identity and the call routing path, especially in scenarios involving transfers.

Receive Customer Calls Through WhatsApp

Agents can now receive incoming WhatsApp Business calls directly in the Care Console, enabling customer conversations over WhatsApp voice in addition to traditional voice channels.

Incoming WhatsApp calls appear in the same agent workspace used for standard voice interactions, with full access to existing call controls and workflows. Agents can answer calls, transfer conversations, add secondary agents, follow guided workflows, update records, and complete after-call work without switching interfaces.

Supervisors can continue to monitor and assist calls using the same capabilities available for standard voice interactions.

What’s new

• Support for inbound WhatsApp Business calls

• Unified call handling experience within Care Console

• Access to all existing voice call controls and workflows

This enhancement helps businesses support customers on their preferred communication channel while maintaining a consistent agent experience.

Care Console

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

Rich Text Editor Parity: Content Placeholder and Canned Response Shortcuts (Snippets) Support

When enabled in Care Console, the Rich Text editor now extends support for the following features to the rich text versions of Source Agnostic, Live Chat, and Microsoft Teams channels:

• Canned Response Shortcut (snippets): Quickly insert canned responses using shortcut triggers. Already available in other channels, now extended to the rich text versions of Source Agnostic, Live Chat, and Microsoft Teams.

• Content Placeholders: Insert dynamic fields (for example, customer name, case ID) directly into replies. Already available in other channels, now extended to the rich text versions of Source Agnostic and Live Chat.

This brings parity with other channels and ensures agents can compose dynamic, personalized responses faster, reduce manual effort, and maintain consistency across conversations.

Enhanced Attachment Handling for Forwarding Live Chat Conversations as Email

The Forward Live Chat Conversation as Email action in Rule Engine has been enhanced with a sub‑entity called Messages To Consider For Attachments. When this action is configured and an agent forwards the email from Care Console, attachments are included only from Fan Messages and the Last Brand Message. Otherwise, all attachments from the conversation are forwarded.

This enhancement ensures brands can limit forwarded emails to the most relevant attachments, preventing unnecessary accumulation while still allowing full context when required.

Conversational Analytics

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

Analyze Conversations for AI Agents

You can now analyze AI Agent interactions alongside human agent interactions in Conversational Analytics. This update includes AI Agents across Contact Drivers, Topics and Summaries, and Interaction Phase views. AI Agent interactions are now treated the same as human interactions across these analyses.

This helps you get a complete view of customer conversations across all agent types. You can compare performance, identify trends, and improve outcomes with consistent insights across your analytics.

Apply Quick Macros in Case Analytics View on Sprinklr Mobile App

You can now apply Quick Macros directly from the Case Analytics view in the Sprinklr mobile or tablet application. This update allows you to perform common case actions using quick action buttons within the case interface.

This helps you act faster on cases while on the go and reduces the need for multiple steps. You can handle routine updates more efficiently without switching views or repeating manual actions.

Guided Workflows

The following features are being introduced in Guided Workflows module:

AI disclaimer text for different AI touch points 

All AI+ generated content within Guided Workflows will now display a clear disclaimer reminding users that outputs are automatically generated and must be verified before use or sharing. This update applies across multiple touch points including Pre-Fill, Workflow Summarization, and Code Assistance ensuring consistency, transparency, and accountability. 

Support for Default Value in Matrix Table Layout 

Guided Workflows now support default values in Matrix Table Layouts, allowing previously selected cells to be pre-populated when the table is shown again. This ensures users can easily see and adjust earlier selections without confusion. The update includes clear visual highlights for selected cells (via color, border, or other cues), persistence of highlights while active, and safe handling of invalid defaults so workflows remain stable. If no default is configured, the table continues to behave as before, maintaining flexibility while improving usability and clarity. 

Add Support for Google RBM in Send Message Node 

Guided Workflows now support Google RBM in the Send Message node, enabling agents to publish RBM messages directly through workflows. Google RBM is added as a selectable channel. All existing fields such as mobile number, TTS, message content type, and message content retain their current behavior, ensuring consistency while expanding channel coverage. This enhancement streamlines outbound communication by extending Guided Workflow messaging capabilities to Google RBM. 

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Knowledge Base

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

Thai Locale Support for Smart Assist Keyword Suggestions

Smart Assist now supports the Thai locale for keyword suggestions in the search dropdown on the Knowledge Base tab in Care Console.

Keyword suggestions help you refine your search more quickly by displaying relevant keyword matches, along with the top three related articles. When you select a suggested keyword, Smart Assist shows a filtered list of articles associated with that keyword.

Live Chat

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

Configurable Survey Button Color

The survey button color is now configurable. This enables brands to override and customize the survey button’s appearance to align with their design guidelines.

Welcome Message Alignment and Visibility

The welcome message can now be shown at the top of the conversation screen, and the bot icon can be removed. The welcome message was previously stacked at the bottom of the screen.

The welcome message is automatically hidden after case creation (following the first user message), ensuring a cleaner and more consistent chat experience.

Resubmittable Bot Message Feedback

The bot message feedback feature has been enhanced to let users correct accidental submissions. This update enables feedback correction for both positive and negative flows.

Chat Commerce Reporting

A new metric, Total Unique Products in Cart, has been added to reporting and is available under Service Analytics. This metric tracks the number of distinct products added to a cart during chat interactions.

Clipboard Paste Functionality for Images

Users can now paste images directly into the chat input using Command+C / Command+V (Mac) or Ctrl+C / Ctrl+V (Windows), without needing to save files first. When an image is copied and pasted, a preview appears in the chat, making it faster and more convenient to share issues during support conversations.

Live Chat Case Auto‑Unassignment on Case Abandonment

Live Chat can be configured to automatically handle abandoned cases. When a customer or agent ends the conversation by closing or deleting it, the related case is automatically removed from the agent and work queues, marked with an abandonment reason, and tagged to indicate customer abandonment.

This standardizes abandonment handling, improves abandoned‑contact reporting, and frees agents from pursuing conversations that have already ended.

Messaging

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

WhatsApp Multi-Product Message (MPM) Template

The WhatsApp channel now supports creating MPM templates under the Marketing category. These templates allow businesses to showcase up to 30 products from their e-commerce catalog, organized into up to 10 sections, all within a single message.

WhatsApp Voice Calling for Outbound Calls

The WhatsApp channel now supports outbound voice calls initiated by businesses. This enhancement enables clients to place calls to customers via WhatsApp.

With outbound voice calling on WhatsApp, businesses can deliver faster resolutions, provide more personalized assistance, and enhance overall customer experience through real-time conversations.

Discord Channel Mention Support

The Discord Channel now supports mentioning users, roles, and channels using the @ symbol. When agents type @, a scrollable, paginated list appears with roles shown first, followed by members, making it easy to select the right mention. This enhancement makes mentions simple, accurate, and user-friendly.

Outbound Voice & Dialers

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

Segment-Level Control for Campaign Re-Attempts on Lead Re-Entry

A new checkbox is added on the Activate Segment screen to control dialing behavior when leads exit and re-enter a segment. By default (Deselected), existing behavior remains unchanged, leads that re-enter are treated as already dialed and do not restart campaign attempts. When enabled (Selected), if a lead leaves and later re-enters the segment, their campaign attempt count resets and they become eligible for dialing again, subject to standard rules such as consent, DNC, pacing, and business hours. This allows selective re-engagement of re-qualified leads while preserving current behavior for other segments.

​Callback Audit Log for End-to-End Visibility

We have introduced a Callback Audit Log to provide complete visibility into the lifecycle of every callback. All state-changing events, including scheduling actions, attempt-level activities, state transitions, supervisory overrides, and system-triggered updates, are now captured in a chronological, immutable log. Each event records key details such as timestamp, actor (agent, supervisor, or system), and value changes, and is accessible within the Callback Manager. This enhancement enables better troubleshooting, improved compliance, and full traceability of callback.

Configurable Priority for Outbound Calls and Retries

We have introduced configurable priority settings for outbound calls to enable better control over call sequencing alongside inbound and callback traffic. With this update, administrators can define priorities for outbound preview calls and adjust preview, and callback retry priorities through configuration, ensuring priority based call blending across inbound, outbound Preview calls, and callbacks. Retries inherit the configured priority, allowing teams to strategically prioritize or deprioritize them based on operational needs, resulting in more efficient and controlled dialing workflows.

Unified Routing

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

Streamlined Voice Configuration with Provider-Specific Grouping

This release enhances the User and User Group Voice Configuration experience by introducing provider-specific grouping within a multi-stepper UI, aimed at decluttering the interface and improving configuration accuracy. The update separates mandatory and provider-independent fields from provider-specific settings, ensuring that administrators only see fields relevant to the selected voice provider for that partner. Irrelevant fields are hidden to reduce confusion and prevent misconfiguration, while common attributes across multiple providers are consolidated to avoid duplication. Provider-specific fields are organized into collapsible groups for better usability, and backend support ensures accurate ingestion and validation of these configurations. This streamlined approach simplifies voice setup, making provider management more intuitive and efficient for platform administrators.

Omnichannel Queue Report with Unified SLA Alignment

A new Omnichannel Queue Report has been introduced to provide a consolidated view of workload performance across both voice and digital channels at the work queue level. With this enhancement, SLA metrics are now aligned with Unified Routing configuration, allowing SLAs to be defined within Standard Metrics and automatically reflected across Omnichannel Queue Reporting, Queue Monitoring, and the Supervisor Console. The SLA column in Queue Monitoring now displays values based on the configured queue metrics, ensuring consistent and accurate reporting across all monitoring and analytics views.

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Sprinklr AI Agent

The following features are being introduced in the Sprinklr AI Agent module:

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Website Scrape Support in RAG

AI Agent Builder now supports website scraping within the RAG workflow. A new Website option has been added to the Knowledge Content page, allowing users to input a Base URL from any publicly accessible site. Once the Base URL is provided, the system automatically crawls and scrapes the content, which is then integrated into Sprinklr’s training corpus. This enhancement enables Smart FAQ and AI Agent models to deliver richer, more current responses. 

Smart Processing Indexing with Azure OpenAI

FAQ+ now supports Smart Processing Indexing with Azure OpenAI. With this update, images and tables within Knowledge Base articles can be indexed and interpreted during ingestion. This allows structured and visual elements to be processed, improving the quality of knowledge retrieval and enhancing the relevance of responses generated through the FAQ+ RAG pipeline. 

RAG Latency Improvements

Performance enhancements have been introduced to reduce response latency in the FAQ+ RAG pipeline. The default model has been updated from Azure OpenAI GPT 4.1 to Gemini 2.5 Flash Lite. In addition, optimizations have been applied to RAG guardrails and the fallback framework. The fallback logic has been transitioned from an LLM-based approach to an in-house service, resulting in faster processing and improved response times across RAG workflows. 

Mandatory Search Tool Call in RAG

Knowledge search is now mandatory whenever the FAQ Tool (RAG) is invoked. Previously, RAG could generate responses without retrieving knowledge results, sometimes producing independent answers or small talk. With this update, RAG will always attempt to fetch knowledge search results before generating a response, ensuring consistency and accuracy. 

Inline LLM Configuration

LLM configuration in AI Agent Builder has been enhanced to allow inline parameter selection within Settings, Tasks, and Dynamic Workflow. Instead of relying on pre-created configuration objects, users can now directly select guardrails, PII masking templates, LLM providers, and specific models. This update simplifies setup, reduces dependency on separate configurations, and provides greater visibility and control over model and safety settings within the admin panel. 

AI Agent | Voicebot | Conversational Fillers

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Voicebot now supports conversational fillers to eliminate silence during tool executions and data fetches. When a request is being processed, contextual filler messages are played to maintain engagement and reduce perceived latency. Fillers play sequentially and are skipped if the final response is ready early. This enhancement improves transparency and creates smoother, more engaging conversations without affecting existing functionality.  

Silero VAD Integration

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Voicebot performance in noisy environments has been improved with the integration of Silero Voice Activity Detection (VAD). This enhancement enables more accurate detection of user speech even in the presence of background noise, resulting in smoother interactions, improved response accuracy, and a more reliable conversational experience.  

Timeout Message Repeat Fix

An issue has been fixed where the voicebot repeated timeout messages only once, regardless of the configured repeat settings. With this update, the voicebot now correctly follows the UI-defined repeat count and timing before invoking fallback. This ensures expected behavior and provides better control over conversation handling during user inactivity. 

Publishing Tool Support in Voicebot 

Publishing tool support has been extended to Voicebot interactions. Users can now publish pre-approved voice responses directly within voice conversations, a capability that was previously limited to chat. Once the Publishing tool is executed, the bot completes its turn and waits for the user’s response. This enhancement ensures channel parity between chat and voice, enabling consistent workflows and a seamless experience across channels. 

Voice IVR

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

Recorded Audio Playback Without TTS Dependency

You can now use pre-recorded audio directly in workflow builders without needing a Text-to-Speech (TTS) setup, removing extra dependencies and simplifying configuration. The system automatically recognizes when workflows rely solely on recorded audio, even if multiple files are used, and enables smooth playback without triggering TTS requirements, making audio integration faster and more efficient. 

Date & Time Filters in IVR Node Reporting

You can now apply date and time filters directly within the All Cases and Fallback sections of IVR node reporting, allowing you to analyze cases for specific time periods without additional steps. This update aligns the experience with Node Analytics and makes it faster to navigate, debug, and investigate cases more efficiently.

Voice Modulation Controls Across IVR Nodes

You can now fine-tune voice output across multiple IVR nodes, including Gather Customer Response (GCR), Gather Customer Language (GCL), and Fetch Appointment Slot, by adjusting volume, speech rate, and pitch. This enhancement allows you to improve clarity and consistency across workflows without modifying the underlying message content, resulting in a more refined and controlled customer experience.

Prevent Agent Assignment Conflicts in Connect Back IVR

Agent assignment conflicts are now prevented in Connect Back IVR flows by removing the Assign Agent node from the IVR Transfer (Connect Back) configuration. This ensures that agent ownership remains unchanged while a call is on hold, eliminating misconfigurations that could previously result in multiple agents being assigned to the same customer interaction.

Voice Recording

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

Interaction Visibility Control via User Macros for Voice Recordings

Adminstrators can now manage Interaction Visibility for voice recordings directly through user macros, enabling more streamlined and automated access control. This update allows Interaction Visibility to be configured as an action within both manual and automated macros, similar to how supervisor team updates are handled. With support for both static and dynamic user groups, access can stay aligned with evolving team structures without requiring manual intervention.

Voice Recording Export Now Supports Google Cloud Storage

You can now send voice recordings directly to Google Cloud Storage (GCS) through the Data Connector. Alongside the existing S3 and SFTP destinations, GCS is now available as an additional option, making it easier for organizations on Google Cloud to store recordings in their chosen buckets. The integration supports authentication via a GCS service account, and all exported files continue to follow the current naming structure and include associated metadata.

Flexible Recording Sampling at Policy and User Levels

Recording Manager now allows you to set sampling configurations at both the policy and individual user levels. This enhancement provides greater control, enabling you to apply sampling rules across all users or tailor them for specific agents. The new “Per User” option ensures uniform recording coverage for each agent, while the “All” option maintains a balanced distribution of recordings across the entire policy.

Workforce Management

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

​Improved Events Detection in Forecast Scenarios

When creating Forecast Scenarios using the Run‑Time Model, Events that fall within specified excluded historical date ranges are now detected without impacting forecast data. This improvement prevents unintended removal of Events and enhances overall forecast accuracy and quality.

Additionally, Events no longer need to be present within the specified historical date range to be detected. An Event is now detected as long as it occurs within the forecast date range, and you can select any of its previous occurrences for reference.

Enhancements to Agent Movement Between Schedule Scenarios

You can now move agents between Schedule Scenarios when the source and destination scenarios have continuous or overlapping date ranges, with no gaps between them. For continuous date ranges, if moving an agent extends beyond the destination scenario’s defined date range, the system automatically extends the destination scenario to accommodate the agent’s schedule.

Additionally, before allowing agent movement, the system now performs the following validations:

• The source and destination Schedule Scenarios must be in the same time zone.

• The Master Forecast must be published for the selected Work Type in the Agent Movement form.

Enhancements to Custom Schedule Plans Configuration

We have made the following enhancements to Custom Schedule Plans for Schedule Scenarios:

• Manager is now available as a standard Condition, allowing you to filter users based on their assigned manager.

• The system now supports the execution of multiple Custom Schedule Plans that use the same Activity but are configured with different frequencies and positions for different teams.

• In Custom Schedule Plans, the configuration view now displays the number of Conditions and Actions allowed per rule, providing better clarity during configuration.

• For Relative to Shift Start and Automatic Activity assignment Actions, time intervals can now be specified in Hours or Minutes only, ensuring consistent configuration.

Updated Calculations for Approved Time Off in Schedules

When viewing Schedule Scenarios or the Master Schedule in Intraday or Multi‑day view, the system now calculates time metrics for agents with approved Time Off as follows:

• Total Time: Displays the full shift duration.

• Paid Time: Displays the total paid duration as defined in the applicable Time Off Policy, regardless of whether the time‑off activity is daily or hourly.

• Unpaid Time: Displays the shift duration minus the paid time.

This update ensures consistent and accurate visibility into paid and unpaid time for agents with approved Time Off.

Improved Visibility of Full‑Day Time Off in Multi‑Day View

When viewing Schedule Scenarios or the Master Schedule in Multi‑Day View, approved full‑day Time Off is now displayed using the configured Activity Color of the associated Time Off Activity. This improvement makes full‑day Time Off easier to identify and visually distinguish within schedules.

Configurable Time Off Request Sources

You can now control how agents request Time Off for each Time Off Activity by configuring the allowed request source in the Time Off Policy as Time Off requests, Slot requests, or both.

• If a Time Off Activity is configured for Time Off requests only, agents cannot request Time Off Slots created using that Time Off Activity.

• If a Time Off Activity is configured for Slot requests only, agents cannot create standard Time Off requests for that Time Off Activity.

Correct Time Off Balance Deduction for Full‑Day Time Off

When dragging and dropping full‑day Time Off for agents in a Schedule Scenario, the system now deducts only the Total Daily Paid Duration from the agent’s balance, as defined in the associated Time Off Policy. This ensures accurate balance calculations and alignment with policy configuration.

New Metrics Added to Time Off Request Report

We’ve introduced the following new metrics to the Time Off Request Report to enhance reporting capabilities:

• The Time Off Duration metric is renamed to Time Off Period.

• Time Off Duration (Hours) and Time Off Duration (Days) metrics have been added.

New Metrics Added to Schedule Report

We’ve introduced the following new metrics to the Schedule Report to enhance reporting capabilities:

• Total Time

• Paid Time

• Unpaid Time

• Duration.

Time Off Balance Report Display Updated in Reporting Widgets

When configuring Reporting Widgets using the Time Off Balance Report, the system now displays balances based on the Time Off Activity type:

• For hour‑level Time Off Activities, balances are shown in hours.

• For day‑level Time Off Activities, balances are shown in days.

Single Time Off Request Across Days Off and Unscheduled Dates

Agents can now submit a single Time Off request even when the selected date range includes Days Off or dates without a published schedule (that is, dates with no assigned Shift). Time Off balance is deducted only for scheduled working days, in accordance with the applicable Time Off Policy, and no balance is deducted for days marked as Day Off.

This update simplifies Time Off requests while ensuring accurate balance calculations.

Enhanced "Created By" Filtering in Request Dashboard

You can now configure Request Dashboard columns using the Created By filter for the following views:

• Assigned To Me

• My Participated

• Eligible For Me

• Search

• Create For Me.

In addition, the Created By filter now supports the following standard user‑scope filters to refine request visibility:

• Supervisor Team

• All Reportees

• Manager’s All Reportees

• Direct Reportees

• Manager’s Direct Reportees.

These enhancements provide greater flexibility and control when filtering and managing requests in the Request Dashboard.

Improvements to Shift Trade Eligibility Checks

For Shift Trades between agents, when Work Type matching is selected, the system now validates whether agents belong to the selected Work Type, instead of matching against the Work Queues associated with that Work Type.

In addition, an issue has been resolved where the system incorrectly applied matching checks even when No Matching Criteria was selected. The system now correctly skips matching validation in such cases, ensuring accurate identification of eligible agents for Shift Trades.

Alert in Preferences for Agents with Rotational Assignment-type Schedule Policies

For Standard Preferences, the system now displays a soft alert when agents are assigned assignment‑type Schedule Policies with Pattern Rotation set to Rotational.

This alert is informational only, and you can still create and save the Preference without making any changes.

Thank you for using Sprinklr Service. The 26.4.1 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.