Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.7 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.

​Data Sources and Channels

Trend Discovery

You can now discover emerging trends across X, TikTok, Threads, Reddit, and Pinterest from a single, centralized experience. Trend Discovery brings together platform-specific signals, such as trending topics, hashtags, creators, and keywords, into unified, easy-to-consume cards, helping you identify and compare trends across channels without switching between native tools. This enables you to spot momentum earlier, act faster on emerging conversations, and improve cross-platform strategy with greater efficiency.

X Views and Bookmark Count

You can now access View Count and Bookmark Count for X (Twitter) content across Listening, helping you gain a more complete view of content performance and audience engagement. These directional metrics indicate how many times a post was viewed and bookmarked, addressing previous gaps in performance analysis. While indicative in nature and not real-time, they provide valuable additional context to better understand reach and user behavior.

Reddit Cross Post Identification

You can now distinguish between original posts and cross-posts on Reddit, giving you better visibility into how content is distributed across subreddits. With new indicators and metadata, you can quickly identify cross-posted content and trace it back to its original source using the parent's post URL. This helps you improve content analysis, understand amplification patterns, and gain clearer insights into how discussions spread within Reddit communities.

LLM Insights

You can now gain visibility into how your brand appears across leading LLM platforms like ChatGPT, Gemini, and Perplexity. LLM Insights helps you understand brand visibility, sentiment, competitive positioning, and the sources influencing AI-generated responses, addressing the current lack of transparency in AI-driven discovery. By enriching your Voice of Customer strategy with these insights and providing actionable recommendations to optimize content for AI crawlers, you can improve your brand’s presence and drive more traffic from LLM-powered experiences.

Sprinklr AI+

Copilot Enhancement to Support both Listening and Benchmarking Data

You can now use Copilot on dashboards that combine both Listening and Benchmarking widgets, eliminating previous limitations with mixed data sources. With a unified routing approach, Copilot seamlessly identifies and analyzes data across all supported widgets to deliver a consolidated response. This allows you to ask questions and generate insights from a single dashboard, improving efficiency, and enable more comprehensive analysis without switching contexts.

Customer Feedback Management

Buider

Capture richer feedback with voice‑first responses

You can now capture richer customer feedback by enabling voice input for open-text survey responses across web, mobile web, and conversational channels. Instead of typing long answers, respondents can simply record a voice note—making it faster and easier to share detailed feedback, especially in mobile-first and on-the-go scenarios. Sprinklr automatically transcribes spoken responses into text, so you can continue to use your existing analytics and reporting workflows without any changes.

This helps you gather deeper, more expressive insights, expand accessibility for diverse user groups, and enhance the overall survey experience, while built-in fallback options ensure respondents can still provide typed responses if needed.

Distribution

Enhanced Email Delivery Status & Error Visibility in Distribution Reports

Email delivery statuses in Distribution Reports now reflect accurate, provider-level outcomes using SendGrid event data. Instead of generic Sent or Failed statuses, you’ll see precise statuses such as Delivered, Bounced, Failed (Dropped/Suppressed), and Spam Reported, along with detailed diagnostics in the new Invite Status Details column, including provider classifications and error messages. This update improves visibility into email performance without changing existing workflows or historical data.

WhatsApp Language Selection Enhancements

We’ve simplified how language selection works in WhatsApp survey distributions to reduce setup effort and improve the recipient experience.

• Dynamic language sync: Language lists now auto-update with your survey translations. Modern (dropdown) assets support all counts; interactive lists support up to 10 languages.

• Guided UI for limits: You’re shown the 10-language limit for Interactive Lists, with alerts and guidance to switch to options like “Reply by Number” when exceeded.

• Optional language selection: You can skip the Language Selection Message (LSM) and send surveys directly using the default or configured language.

• Automatic language inference: When LSM is skipped, the system automatically delivers the survey in the most relevant language using profile data or translation rules.

Distribution Reports Enhancements

We’ve enhanced Distribution Reports to improve visibility, accuracy, and usability when tracking survey invites and responses. You can now view key identifiers including profile, transaction, and case IDs, directly in the report, making it easier to trace each record end‑to‑end. Contact and name field issues have been fixed to ensure recipient details are displayed accurately. The report also includes invite processing time and improved default sorting for faster analysis. In addition, reminder activity is now clearly visible and linked to the original invites for better attribution. With entity-based filtering and improved export support, you can easily refine and download the data you need for deeper analysis.

Dynamic Language Sync and UI Guidance for WhatsApp Surveys

We’ve improved how language selection works in WhatsApp survey distributions to ensure accuracy and prevent configuration errors and enlisted the improvements below:

• Automatic language sync: Language selection lists now stay in sync with your survey translations, so you no longer need to update them manually. Modern (dropdown) assets always support dynamic updates, while interactive list assets support updates when there are up to 10 languages.

• Clear UI guidance and validation: While configuring the Language Selection Message (LSM), you’ll now see that the Interactive List supports up to 10 languages. If this limit is exceeded, you’ll receive a warning and be guided to switch to a compatible option, such as a text-based “Reply by Number” asset.

Enhanced Email Delivery Status & Error Visibility in Distribution Reports

Email delivery statuses in Distribution Reports now reflect accurate, provider-level outcomes using SendGrid event data. Instead of generic Sent or Failed statuses, you’ll see precise statuses such as Delivered, Bounced, Failed (Dropped/Suppressed), and Spam Reported, along with detailed diagnostics in the new Invite Status Details column, including provider classifications and error messages. This update improves visibility into email performance without changing existing workflows or historical data.

Distribution Expansion: Reddit Expansion, Twitter Conversational Surveys, Website Survey Distribution

Collecting feedback using digital distribution expansion

You can now capture feedback at the right moments in the user journey using event-based survey triggers, helping you improve response and completion rates. By enriching feedback with contextual user and event data, you can directly connect insights to business outcomes such as churn, revenue, and product usage. This enables deeper analysis of drop-offs, intent signals, and behavior patterns, so you can make more informed decisions. With a flexible trigger framework and unified data enrichment layer, you can seamlessly orchestrate relevant feedback experiences and unlock more actionable insights across platforms.

Capture feedback natively in Reddit conversations

You can now collect structured post-resolution feedback directly within Reddit, helping you capture customer sentiment without relying on external links or manual follow-ups. By embedding surveys into support conversations, you maintain context with the original interaction and gain better visibility into service quality and resolution effectiveness on Reddit. This ensures a more consistent support experience while bringing Reddit feedback into your existing CX reporting alongside other channels, all within a unified workflow.

​Turn X conversations into feedback moments

You can now capture feedback seamlessly within active X (Twitter) DM conversations by triggering in-chat surveys at the moment of case resolution. This helps you increase response rates and gather more timely, contextual insights without requiring users to switch to external links. By keeping feedback collection within the same conversation thread, you deliver a smoother, more natural support experience while ensuring you don’t miss valuable customer sentiment in conversational support flows.

Responses

Response Ingestion & Connector Management Enhancements

You can now create, update, and link customer profiles directly during response ingestion using UDC, while also managing ingestion connectors from the Response Tab through a survey‑specific view. This enables you to streamline ingestion workflows, eliminate manual profile reconciliation, and quickly configure or troubleshoot connectors without leaving the survey context.

Analytics

Discover what drives outcomes with Copilot-led statistical analysis

Sprinklr CFM now delivers advanced statistical analysis capabilities comparable to leading CX platforms, helping you identify KPI drivers and uncover meaningful correlations. With Copilot, you can use natural language to run analyses, while it automatically selects the right method, executes it, and interprets the results. This removes the need for external tools or statistical expertise, enabling faster self-service analytics and more confident, data-driven decision-making.

Data & Privacy

Data Retention Policy (DRP) Support in CFM

You can now access, create, and manage Data Retention Policies (DRP) directly within the CFM module, making it easier to govern your feedback data without switching contexts. The enhancement introduces scoped policy management for both responses and transactions, allowing you to define retention rules using conditions such as response received date, latest response in survey, and transaction creation date. As you configure policies, clear messaging highlights the impact of data deletion on reporting and relationships, helping you make informed decisions, while ensuring all policies remain consistent and accessible at the platform level.

Thank you for using Sprinklr Insights. The 26.7 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.