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.

After Call Work (ACW)

The following features are being introduced in Sprinklr Service’s After Call Work (ACW) module:

ACW AI Prefill Enhancements

The existing AI Prefill setup for After Call Work (ACW) required extensive manual configuration, was difficult to maintain, and did not scale well across different use cases.

This revamp introduces a dynamic, configuration‑driven AI Prefill experience that uses structured field metadata, business context, and examples to improve accuracy; without requiring manual prompt creation.

The following enhancements are available as part of ACW AI Prefill feature:

Mandatory Description for ACW When Enabling AI Prefill

To improve the accuracy of AI-powered After Call Work (ACW) autofill, a short ACW Description is now required when Enable AI Prefill Support is turned on for an ACW configuration in the Create New ACW screen.

• Administrators must provide a 2 to 3 lines description that explains the business use case, typical call types, and what a successful outcome looks like. This description provides the AI model with additional global context, which helps improve the quality of prefilled ACW fields especially in cases where individual fields may not have detailed AI Fill Instructions or examples.

• For example, the description may specify the type of support handled and the key details agents are expected to capture during call resolution.

This contextual information enables the AI to generate more relevant and accurate field suggestions during ACW completion.

AI Prefill Settings for ACW Disposition Plans

A new AI Prefill Settings tab is now available in the Create Disposition Plan screen. This enhancement allows administrators to define structured AI guidance directly within disposition plans, improving how dispositions and sub‑dispositions are automatically suggested during After Call Work (ACW).

• A new AI Prefill Settings tab is available when AI Prefill is enabled, allowing configuration without manual prompt creation.

• Add Disposition Plan Prefill Instructions to describe the overall use case and help AI interpret interactions.

• Define Disposition Prefill Instructions to guide how AI selects between dispositions based on intent and priority.

• Provide examples for dispositions and sub‑dispositions to improve prediction accuracy using real scenarios.

• Configure AI instructions for dispositions, sub‑dispositions, and related fields to clarify what each field captures.

• Get alerts when AI instructions are missing, helping identify gaps that may impact accuracy.

• Added AI Fill Instructions field across all Disposition Plan input components (text, number, picklist, checkbox, date/time, nested forms, etc.)

AI Fill Instructions and Examples for ACW Fields

When Enable AI Prefill Support is turned on for an ACW configuration in the Create New ACW screen, the following enhancements become available:

• AI Fill Instructions field across all ACW input components (text, number, picklist, checkbox, date/time, nested forms, etc.)

• Instructions become mandatory when AI Prefill is enabled, unless a default value is configured

• An optional Examples field introduced for picklist and radio group components

• Inline helper text included to explain how adding examples can improve AI accuracy

Use of Latest Conversation Transcript for AI‑Powered ACW Autofill

When multiple conversations exist within a case (for example, follow-ups or callbacks), AI-powered ACW Autofill uses only the most recent conversation transcript to generate prefilled field values. This is applicable only for Voice cases.

This ensures that the autofill output reflects the latest interaction handled by the agent and prevents older conversations from introducing outdated or irrelevant information.

If a case contains only one conversation, that transcript will be used as usual. In scenarios where no conversation transcript is available, the system will handle the situation gracefully without causing errors.

Configure AI Autofill for Multi-Screen ACWs in AI+ Studio

You can now configure AI Autofill at the ACW (After Call Work) screen level directly in AI+ Studio.

Previously, Autofill could only target one screen per ACW, causing prompts to trigger in unintended places when multi-screen workflows were used.

With the introduction of ACW Name and ACW Screen filters, you can now:

• Target specific ACW screens for Autofill

• Apply screen-specific prompts and logic

• Improve accuracy and efficiency across multi-screen ACW processes

• Build cleaner, more modular Autofill deployments

Agent Copilot

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

Sprinklr AI+ Reporting Group in Service Analytics

We have introduced Sprinklr AI+ Reporting under the Service Analytics data source. This grouping includes the Sprinklr AI+ Report and the Copilot Adoption Report.

The Copilot Adoption Report now supports case custom properties and user custom properties to perform more granular and tailored analysis of Copilot usage based on organizational or operational attributes.

This update centralizes AI+ and Copilot-related reports in one place, making it easier for you to access and analyze AI performance and adoption metrics.

Support for BYOM Streaming

Agent Copilot now supports streaming for Bring Your Own Model (BYOM) integrations. When streaming is enabled, answers appear in real time as they are generated during on-demand requests, instead of waiting for the full response to complete. 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.

For more information, refer to Streaming Support in Agent Copilot.

Advanced Case Filtering Logic for Agent Copilot

The Historical Case Variable now includes an enhanced filtering mechanism. Instead of filtering cases by Profile ID and Channel Type, it now uses a two-layer approach. This improves the relevance and accuracy of retrieved case history by aligning results with user identity and context, enabling more intelligent and personalized Copilot responses across all workspaces. Refer to Supported Entities in Task Prompt for more details.

Agent Nudge

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

Enhanced Message Evaluation in Accumulated Message Text Action

Improved the Accumulated Message Text Action by increasing the message evaluation threshold beyond the previous limit of 10 messages, enabling more comprehensive analysis of conversation history. This enhancement ensures that key phrases occurring earlier in longer interactions are accurately detected, improving the reliability of downstream features such as Smart Script auto ticking and reducing missed triggers, resulting in more consistent and accurate behaviour across extended conversations.

Callbacks

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

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 callbacks. 

Automatic Retry for Skipped Queue Callbacks

We have extended the existing inbound-call retry mechanism defined in Voice Settings of Queue to cover callbacks assigned to queues, so missed  connections are minimized when an agent misses or skips a callback. Agent First, IVR Callbacks, and Queue callbacks are now automatically retried and reassigned to other available agents within the same queue. This applies to callbacks initially assigned to a queue, moved to a queue, or reassigned to a queue after a timeout, and respects existing voice settings in the queue such as total retries across users and maximum retries per user. For callbacks, the configured preview time acts as the call answering timeout, determining how long an agent has before the callback is treated as skipped and retried. Attempt counts remain unchanged during reassignment, completion status, and retry strategies stay aligned with the final queue retry, delivering better callback completion rates with no new configuration required. 

Post-Call Workflow Support for Callback Execution

Introduced support for triggering post-call workflows in Callback Settings, enabling administrators to configure a Post Call Workflow using trigger-based journeys that execute automatically after every callback attempt, including retries. This enhancement allows users to reliably process call outcomes, update case details, send communications, add notes, ensuring consistent post-call handling, improved automation, and better operational efficiency without any additional configuration dependencies.

Call Control

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

Updated Disconnected Message for WebRTC Failures

Previously, when a call was interrupted due to WebRTC or network-related issues, the Care Console displayed the message “Agent Disconnected.” This was misleading in scenarios where the agent had not
intentionally ended the call.

With this update, such cases now display the message “Call Ended.” This ensures the UI accurately reflects system or network-driven disconnections instead of attributing them to agent actions.

Introduction of New Metrics in Agent Voice Performance & Voice Queue
Performance Reports

The Agent Voice Performance and Voice Queue Performance Reports now include additional hold and consult related metrics to provide deeper visibility into how customers are placed on hold during a call and offers detailed insights into consult interactions between agents.

​

Manual hold tracking

• Hold Count from Call Controls (Agent) - Total number of times a customer is placed on hold manually by the agent using call controls

• Hold Time from Call Controls (Agent) - Total duration for which a customer is placed on hold manually by the agent

Consult and conference-driven hold tracking

• Hold Count due to Consult/Add-To-Call (Agent) - Total number of times a customer is automatically placed on hold when the agent initiates a Warm Transfer, Consult, or Add-To-Call

• Hold Time due to Consult/Add-To-Call (Agent) - Total duration for which a customer is automatically placed on hold during these consultative actions

Consult metrics

• Consulted Handle Time - Total time the consulting agent spends connected to the original agent during a consult, including both talk time and any hold time

• Consulted Talk Time - Total time the consulting agent spends actively talking to the original agent during a consult interaction

• Consulted Hold Time - Total time the consulting agent is placed on hold by the original agent during a consult interaction

• Consulted After Call Work (ACW) - Total time the consulting agent spends in after-call work after the consult interaction ends

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.

• 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

  • ACW Redial

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.

Agent Readiness Widget Enhancement

Agents can now reposition the Agent Readiness widget using drag-and-drop or keyboard controls, improving flexibility and accessibility.

• Drag and drop the Agent Readiness widget using the six-dot handle

• Move the widget using keyboard controls by focusing on the widget using Tab and then using the arrow keys

Support Inbound and Outbound WhatsApp Calling in Care Console

Sprinklr now supports WhatsApp Business Calling for both inbound and outbound interactions, enabling agents to
communicate with customers through WhatsApp voice calls directly from the Care Console.

Agents can receive incoming WhatsApp calls and initiate outbound WhatsApp calls using supported dialing methods, including Case Dialer, Manual Dialer, and in-chat phone numbers. Outbound WhatsApp calls are available only when customers have granted the required WhatsApp calling permissions.

Once connected, WhatsApp calls provide the same experience as standard voice calls. Agents can use existing call controls and workflows, including call transfer, adding secondary agents, guided workflows, record updates, call recording, and After Call Work (ACW). Supervisors can monitor and assist WhatsApp call interactions using the same capabilities available for voice calls.

What's New

• Support for inbound WhatsApp Business calls in Care Console

• Support for outbound WhatsApp Business calls

• Ability to initiate outbound WhatsApp calls from:

  • Case Dialer

  • Manual Dialer

  • In-chat phone numbers

• Customer consent validation before initiating business-initiated WhatsApp call

• Unified call handling experience across Voice and WhatsApp channels

• Access to existing call controls, workflows, and supervisor capabilities

Ability to Copy Outbound UUI SIP Header to a Custom Field

Sprinklr now enables you to capture the Outbound UUI SIP header and store it in a custom field. This helps unify call identifiers across Sprinklr and external systems such as SignalWire and Genesys.

This feature is especially useful for teams that rely on external systems for call recording (such as SIPREC integrations) and need a reliable way to correlate call data across platforms.

What’s New

• You can now extract the UUI SIP header generated for outbound calls.
• The header can be programmatically captured within a workflow.
• The captured value can be stored in a custom field on the conversation or case.
• This ensures consistent mapping between Sprinklr and external systems.

Care Console

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

New Persona App Configurations

The following Care Console configurations have been introduced in the Persona App to give admins greater control over the agent experience and case interactions:

Show Message Tags in Message Footer

Admins can enable message tags to appear in the footer of conversation messages within the Conversation Pane, providing agents with immediate context.

Show Total Associated Messages Count on Case Card

Displays the total number of associated messages (brand and customer) in the case card footer across both expanded and compact streams. This provides agents with better visibility into the overall conversation volume directly from the case stream.

Channel Switcher Based on Contact information

Admins can configure which channel icons are displayed above the Reply Box, giving organizations control over how agents initiate conversations. This applies only to channels activated when contact details are added in the customer profile. For example, the Email icon is shown when an email address is present, and SMS, WhatsApp, Google RBM, or Source Agnostic (SMS) icons are shown when a phone number is present.

This ensures channel visibility aligns with business requirements, reduces agent confusion, and maintains consistent governance across customer interactions.

Email Collaboration

The Collaborate via Email feature can be enabled using the Enable case collaboration via email setting in the Persona App, eliminating the earlier requirement for Dynamic Property (DP) enablement and support involvement. This allows agents to collaborate on cases directly through email, improving coordination and communication.

Additionally, the Disable appending conversation trail by default option gives control over whether the entire parent case conversation is appended or excluded. This ensures agents share only the information needed for each situation.

For more information, see Persona App Configuration for Care Console.

Configure Source Agnostic as SMS Account

Source Agnostic accounts can now be explicitly configured as an SMS account using the new Channel Type field. Admins can either edit an existing Source Agnostic account to behave like SMS or add a new account. The Channel Type field is editable only once, and after it is updated, it cannot be modified again.

When Channel Type is set to SMS, the account inherits SMS behavior so the Reply Box functions in parity with the SMS channel. The recipient selector (To field) is shown in the Reply Box by default. The To field displays valid phone numbers, allowing agents to select the correct recipient when multiple numbers are available. This enhancement standardizes Source Agnostic reply behavior, reduces agent confusion, and ensures messages are delivered with SMS‑level reliability.

For more information, see Setting Up Source Agnostic Account.

Improved Google RBM Recipient Selection in Care Console

For the Google RBM channel, the following improvements are made:

• Google RBM Icon Visibility: The Google RBM channel icon is shown above the Reply Box if a contact number is present or added in the customer profile and Google RBM is selected in the Channel Switcher setting in the persona app. This gives the brand more control over when the icon is visible to agents.

• Recipient Selector Visibility (To field): In the Reply Box, the recipient selector (To field) is shown if, in the record page editor, Google RBM is selected in the Channels to enable the recipient selector field.

• Eligible Number Selection: All the numbers associated with customer profile are visible in the dropdown. Only numbers that are eligible for Google RBM communications are selectable.

For more information, see Omnichannel Reply Box Behavior.

Updated Last Customer Message Associated Time

The label previously shown as Last Fan message associated time has been updated to Last Customer message associated time. This change aligns with market‑standard terminology, as “customer” is more intuitive and widely understood than “fan”.

Timestamps in CSV and Excel Conversation Exports Show Local Time Zone

Care Console now supports showing timestamps in conversation exports (CSV and Excel) in the selected local time zone instead of defaulting to UTC. When a local time zone is chosen, conversation exports display response times accordingly, ensuring the exported files match the user’s time zone preference.

For more information, see the Options row in the Conversation Pane Components table.

Drag and Drop Attachments for Email

The email composer now supports drag‑and‑drop attachments. Agents can drag files such as PDFs, images, or Word documents directly from their desktop or file explorer into the composer. The files are uploaded and attached automatically, without extra clicks or navigation. This enhancement makes attaching documents faster and easier, improving the overall email authoring experience.

For more information, see Drag and Drop Attachments for Email.

Edit Community Post Parity

Care Console now supports editing additional fields for community posts, ensuring parity with the native channel experience. Along with editing the post content, agents can update supported post properties such as the title, post type, and category from the Edit Message action.

This enhancement ensures that agents and admins can manage community posts more effectively within Care Console, with updates reflected consistently across Care Console and native.

For more information, see Omnichannel Reply Box Behavior.

Translations Enhancements

The following enhancements have been introduced to improve translation workflows in Care Console:

Preferred Language for Message Translation

A new user‑level custom field (Preferred Language for Message Translation) has been introduced. When this field is configured, inbound customer messages are translated into the agent’s preferred language. If the field is not set, translations fall back to the platform language.

For more information, see Set Preferred Language for Message Translation.

Multiple API Keys Support for DeepL Integration

Sprinklr now supports multiple API keys for DeepL integration. Admins can map different keys to specific user groups. With multiple keys, brands can separate translation usage and costs across subsidiaries or teams, ensuring more accurate tracking and alignment with approved language sets.

For more information, see Auto Translation of Messages in Case Stream.

Improve Outbound Translation Language Detection

Outbound language detection can now be configured to use a specific language detection service for agent replies before translation. This ensures outbound messages are translated from the correct source language, improving accuracy and consistency.

For more information, see Auto Translation of Messages in Case Stream.

Community

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

Reusable Container Widgets and Layout Structures

You can now create reusable Container Widgets to build flexible and structured layouts within Community pages. This enhancement allows administrators to organize Community widgets into a tabular format of rows and columns within a section, enabling more advanced designs. Administrators can save these layouts and reuse them across multiple pages, making it easier to create consistent pages while improving efficiency and design flexibility.

Conversational AI

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

UX Cleanup and Enhancements

Several user experience improvements have been introduced to simplify navigation, improve task management, and enhance overall usability. Application cards have been streamlined by removing non-essential indicators, displaying only relevant icons for a cleaner interface. Confirmation dialogs have been added for enabling or disabling tasks to prevent accidental changes, while a new Last Modified By column in the Task Resource Manager improves visibility and auditability of updates. Additionally, the Create from Template option is now configurable to provide better control across environments. As part of the cleanup, the Transcription Module Project option has been removed to eliminate legacy elements and deliver a more focused experience. These updates collectively enhance clarity, control, and efficiency in workflow management.

Task Evaluation Enhancements

Enhancements have been introduced to the evaluation framework to enable more flexible, scalable, and transparent performance assessment. A centralized Evaluation Metrics experience allows users to configure and manage standard Automated Quality Management (AQM) metrics, with options to enable/disable metrics, update details, and modify evaluation models. A predefined set of metrics such as Quality Score, Empathy, Communication Clarity, Issue Resolution, and Conversation Closure is available by default. Additionally, Containment has been introduced as a configurable metric to measure resolution without escalation. Evaluation capabilities are further extended with bulk and manual scenario creation, along with a revamped Simulation workspace for executing and monitoring evaluations with real-time visibility.

Key highlights:

• Centralized management of evaluation metrics with configurable controls
• Support for standard AQM metrics and Containment measurement
• Bulk scenario generation using historical data, guardrails, and knowledge sources
• Manual scenario creation using natural language inputs with auto-generated structures
• Dedicated Simulation workspace with streaming support for real-time output visibility

Evaluation Cloning and Permission Enhancements

Evaluation configurations are now preserved when cloning entities, ensuring consistency and reducing manual rework. When a clone is created, both standard and custom evaluation metrics are automatically copied, allowing the new instance to retain the same evaluation setup as the source. This enhancement also supports movement across environments, ensuring evaluation configurations remain intact during changesets and migration workflows. Access to these cloned evaluation settings is governed through role-based permissions, providing controlled visibility and management.

Unified Evaluation Experience

A new unified evaluation experience has been introduced to provide centralized access to evaluation capabilities through an enhanced navigation structure. When enabled, users can access Evaluation Metrics, Scenarios, Simulations, and Evaluate Knowledge from a single interface, enabling streamlined configuration, testing, and analysis workflows. The feature is controlled through a dynamic property, allowing organizations to manage visibility of these components based on enablement and permissions. If enabled, users can seamlessly manage metrics, create scenarios, and run simulations from one workspace; if disabled, the existing evaluation experience remains unchanged, with Evaluate Knowledge continuing to be accessible independently. This enhancement improves discoverability, usability, and overall efficiency of the evaluation workflow.

CSAT Metric in Evaluation

Support for the CSAT (Customer Satisfaction) metric has been introduced in the evaluation framework, enabling organizations to measure customer experience across simulations. This metric is available under the Customer Experience category and is automatically evaluated for all simulation cases. CSAT scores are captured at the individual case level and are further aggregated to provide insights at the scenario and simulation levels.

Key highlights:

• Introduction of CSAT as a standard evaluation metric
• Automatic evaluation across all simulation cases
• Availability of results at case, scenario, and simulation levels
• Aggregated scoring to provide a comprehensive view of customer satisfaction

Conversational Analytics

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

Enhanced Vector Index Selection for Embeddings 

You can now select an existing vector index or create a new one when saving embeddings in AI+ Studio. You can also use this capability within inference workflows.  Vector indexes store embeddings, which are numerical representations of text data. They are used for features such as search, summarization, and topic detection. 

This update helps you manage embeddings more efficiently and reuse existing data structures. It reduces duplication and improves workflow flexibility.  For more information, refer to Save Embeddings Node. 

Multilingual Support for Contact Driver Models 

You can now create and manage Contact Driver models in your preferred language. When you create a model from the Contact Driver Models Record Manager, you can manually select the language using the new Language field available in the record form.

The following languages are supported: English, Spanish, German and Japanese

​

This update helps you reduce language barriers, improve usability for global teams, and create more accurate and localized contact driver configurations. For more information, refer to Create Contact Driver Model.

Multilingual Contact Driver Discovery 

You can now run Contact Driver Discovery in your preferred language. While creating a discovery, you can select an Output Language that determines the language in which the discovery results are generated. This option is available as a single-select dropdown in the Create Discovery form. You can also specify the Input Language based on the selected source. This helps the system correctly interpret and process the data.

This feature currently supports English, Spanish, German, and Japanese.

This update helps you perform discovery workflows without language barriers, improves accuracy when working with local language taxonomies, and enables more accessible analytics for global teams. 

For more details, refer to Contact Driver Discovery.

Introducing Sprinklr Copilot for Conversational Intelligence 

Sprinklr Copilot for Conversational Intelligence analyzes trends, investigate anomalies, and understand root causes in your contact center data. This Copilot helps you explore case-level enrichments, review actual conversation samples for ground truth, and trace historical insights for better explainability. 

This update helps you accelerate analysis, improve decision-making with explainable insights, and collaborate more effectively using AI-powered conversational workflows. 

For more information, refer to Sprinklr Copilot for Conversational Intelligence.

Insights Hub Support for Additional Languages  

You can now view Insights Hub results for conversations in Danish, Mandarin/Cantonese, Filipino, Turkish, Brazilian Portuguese, Catalan, Basque, Galician and Thai. Insights appear in English and are generated automatically across all supported insight types.

This update helps you review conversations from more regions and reduces the effort needed to interpret multilingual data. 

Contextual CSAT and Sentiment for Additional Languages  

You can now view Contextual CSAT and Sentiment for conversations in Lithuanian, Maltese, Swedish, Filipino, Turkish, Thai, Brazilian Portuguese, Basque, and Galician. These signals appear automatically wherever CSAT and Sentiment are shown.

This update helps you analyze conversations from more regions and reduces the need for manual interpretation across multilingual cases.

Conversational Analytics - Mobile Application Updates 

The following features are being introduced in Sprinklr’s mobile app experience for Conversational Analytics and Quality Manager personas: 

Introducing All Calls Tab in Mobile and Tablet Application 

You can now access All Calls tab in the Conversational Analytics Persona view on Sprinklr mobile or tablet application, enabling voice interaction analysis on the go.

With the All Calls tab, you can: 

• Browse calls in a card view with key details (case number, contact, time, duration, disposition, and agents) 
• Search by case number or contact number 
• Filter using voice-specific, metric-based, and standard filters 
• Sort by fields such as Creation Time and Talk Time 
• Apply time range filters 
• Open any call in Case Analytics view for deeper analysis

​

This update brings core web functionality to mobile, helping you efficiently analyze voice calls without switching devices. Refer to All Calls Tab in Mobile Application for more details.

Contextual Filters in Case Log 

You can now use contextual filters in the Case Log on mobile. Filter options dynamically update based on your current selections, ensuring that only relevant options are displayed. This update helps you reduce irrelevant choices and find cases faster with improved filtering accuracy. Refer to Contextual Filter for Case Logs for more details.

Contextual Filters in Reporting 

Reporting on mobile now supports contextual filters that automatically adapt based on your user properties and scope. Dashboards and reports display only relevant data without requiring manual filtering. This update helps you focus on actionable insights and simplifies reporting workflows on mobile. Refer to Reporting Dashboards in Sprinklr Mobile Application for more details.

Business Impact-Based Metric Coloring on Mobile App

You can now view business-impact-based color coding for metrics across mobile reporting and homepage widgets. Metric trends are displayed using green and red indicators based on whether an increase or decrease is favorable for that specific metric.

The color logic aligns with the existing desktop configuration. For example, a decrease in Average Handle Time appears in green, while an increase in CSAT appears in green.  Directional indicators (↑/↓) are also included to improve accessibility and ensure clarity for all users.

This update helps you quickly identify performance trends on the go without needing to interpret metrics manually. 

Open Case Analytics View from Notifications 

You can now open cases directly in the Case Analytics view when you tap on a Case Management notification. This removes the need for extra navigation and lets you immediately analyze case details and insights. This update helps you save time and enables faster decision-making directly from notifications.  

Quick Case Access from Widgets 

You can now use the eye icon available on widgets to quickly view case details. This allows you to open and analyze cases directly from widgets without navigating away.  This update helps streamline case analysis and improves efficiency while using mobile dashboards. 

Gamification

The following features are being introduced in Sprinklr Service's Gamification module:

Smarter Goal Setup and Game Management

Sprinklr introduces the Gamification module to drive engagement and performance through structured, goal-based workflows. This enhancement enables teams to design interactive games aligned with business objectives, using goals, points, and performance metrics to track progress and motivate users. With real-time visibility into individual and team performance, users can continuously improve outcomes. Administrators can configure games, manage persona-based access, and enhance insights through widgets such as Scorecards and Leaderboards, delivering a more engaging and outcome-driven experience.

Guided Workflows

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

Auto-Apply GW-Level Settings (No Save & Deploy Required)

GW-level settings now apply instantly on toggle, removing the need for Save and Deploy actions. This streamlines configuration and ensures changes take effect immediately without interrupting the workflow.

When users enable or disable settings such as Progress Bar, Progress Timeline, or Screen Telemetry, updates are applied in real time and confirmed via a snackbar notification.

Enhanced Activity Pane with User-Friendly Updates

The Activity pane in Guided Workflow (GW) has been enhanced to display clear, human-readable updates for workflow changes. Instead of backend IDs, all activity logs now present updates in natural language, making them easier to understand and review.

Each activity entry highlights key details such as source and destination nodes, element and component names, and updated field values, providing complete visibility into configuration changes directly on the GW canvas.

Improved Transition Screen Stability

Guided Workflow now handles transition screen race conditions more reliably to prevent intermittent workflow failures during execution. This enhancement improves how the system manages restart and resume scenarios, reducing the risk of broken transitions when workflows are triggered multiple times in quick succession.

With this update, Guided Workflow provides more consistent execution behavior and better stability during complex transition flows.

Remove Unsupported Entities from Record Nodes

Unsupported entities have been removed from the Create Record and Update Record nodes in Guided Workflow to improve configuration reliability and ensure only valid fields are used during record operations. As part of this update, non-functional entities such as Case Description are no longer available in these nodes. This change helps prevent errors during workflow execution and ensures consistent data handling across records. Users are advised to review existing workflows and update any configurations that previously relied on unsupported entities to avoid disruptions.

Support Interdependent Picklists with Controlling Fields

Guided Workflow now supports fully interdependent picklists using controlling fields, enabling dynamic, multi-directional filtering across related fields. With this enhancement, selections made in any picklist automatically update the available options in all dependent picklists in real time, ensuring only valid combinations can be selected. Additionally, previously selected values are retained when they remain valid after a dependency update and are only cleared if they become incompatible. A new option, Retain field value on changes to Controlling Field, allows users to preserve valid selections and prevent unnecessary resets, improving usability and reducing rework during workflow configuration.

Consumption Entity Tracking for Page Views

The Consumption Entity is now exposed at the Guided Workflow application level to enable accurate tracking and attribution of page views for customer-facing workflows. With this enhancement, page view metrics are captured and pushed to Snowflake, allowing organizations to measure workflow consumption at the entity level. Tracking is supported specifically for external (customer-facing) workflows, ensuring better visibility into usage patterns. Access and visibility of the Consumption Entity field are governed by permissions, and a dynamic property (DP) controls its mandatory behavior. This update improves analytics accuracy and strengthens reporting for Guided Workflow consumption.

Hide Filter Bar in Dynamic Table at Runtime

A new configuration option has been introduced in the Dynamic Table component to allow workflow builders to hide the filter bar during runtime. With the Show Filter Bar toggle (disabled by default), builders can control whether filters are displayed in the runner UI. When turned off, the filter bar is removed, helping reduce UI clutter and prevent confusion in scenarios where filtering is not required. When enabled, the filter bar behaves as usual, along with options for Upfront Filter Columns and Preset Quick Filters. This enhancement enables cleaner, more focused user experiences without impacting core table functionalities such as selection, pagination, and scrolling.

Export Dynamic Table Data to Excel

Dynamic Tables in Guided Workflow screens now support data export, enabling users to download table data for offline analysis and reporting. With the introduction of the Enable Export toggle in the Dynamic Table configuration, builders can add an Export option directly to the table UI. When enabled, users can export the displayed data in Excel (.xlsx) or CSV (.csv) format, with applied filters, column headers, and data formats preserved. This enhancement aligns with the existing Custom Entity export experience, improving data accessibility, reporting capabilities, and overall usability for agents and administrators.

Add to Response Action with Partial Selection and Telemetry

Guided Workflow now supports an Add to Response action within the Description Text and HTML components, enabling agents to seamlessly add selected content directly to the response editor. When text is highlighted, a contextual option appears, allowing partial or multi-paragraph selections to be inserted at the cursor position (or appended if unavailable). The system preserves formatting such as bold, italics, lists, and links where possible, with a fallback to plain text if needed. For HTML components, only visible and safe content is copied, ensuring security and consistency. This enhancement also introduces telemetry tracking, capturing details such as case number, copied content, user/agent, usage count, and timestamp, improving visibility into agent interactions and content usage.

Revamped Groovy AI Code Assistant

The Groovy AI Code Assistant in Guided Workflow has been significantly enhanced to improve script development, validation, and usability. This update introduces automatic syntax validation with inline error messages, proactive null variable warnings, and clear differentiation between blocking errors and warnings to help prevent runtime failures. A redesigned code editor experience now integrates AI-powered capabilities such as script summarization with auto-generated comments, contextual suggestions, and reusable Groovy library functions with usage examples. 

Auto Expand Hierarchical Picklist on Search

Hierarchical picklists in Guided Workflow now support automatic expansion during search to improve usability and reduce agent effort. When the Auto expand hierarchy levels upon search option is enabled, all relevant parent and child nodes are expanded dynamically to surface matching results across any level of the hierarchy. This eliminates the need for manual expansion, ensures full visibility of deeply nested values, and preserves parent-child context for better clarity. Once the search is cleared, the picklist reverts to its default collapsed state, maintaining a clean and consistent user experience without impacting performance.

Wildcard Support for Whitelisted Websites in iFrame Integration

Guided Workflow now supports wildcard (*) pattern matching in the whitelistedWebsites configuration to enable scalable and secure iFrame integrations for dynamic URL structures. With this enhancement, users can define path-based patterns (for example, https://www.decathlon.fr/help/app/ask_store/store_code/*) to allow embedding across URLs with dynamic segments, eliminating the need to list every possible variation. The updated validation logic performs prefix-based matching for wildcard entries while maintaining strict protocol validation and backward compatibility with existing exact-match rules.

Retain Filter State in Report Section

The Guided Workflow Report section now retains applied filters when users switch between tabs or refresh the page. Previously, filters were reset during navigation or page reloads, requiring users to repeatedly reapply them. With this enhancement, filter selections persist across sessions, ensuring a more consistent and efficient reporting experience without impacting performance.

Confirmation Dialog for Node Deletion

Guided Workflow now introduces a confirmation dialog to prevent accidental deletion of workflow nodes. When a user attempts to delete a node, a modal prompt appears with the message “Are you sure you want to delete <node name>?”, allowing the configurator to confirm or cancel the action. Selecting Cancel retains the existing configuration, while Confirm proceeds with the deletion. 

Hide Close Button in Quick Window and Third Pane

Guided Workflow now supports hiding the close button in Quick Window and Third Pane runners at the workflow level. With the introduction of the Hide Close Button in Quick Window and Third Pane Views setting, configurators can control the visibility of the close option to create more controlled and guided user experiences. This enhancement helps prevent unintended exits and ensures users complete critical workflow steps without disruption.

Deprecation of Create Support Case Node

The Create Support Case node has been deprecated and removed from the Guided Workflow node library to streamline configuration and avoid redundancy. Users are now recommended to use the Execute Action node with the Create Support Ticket action to achieve the same functionality. This change simplifies the node library while maintaining feature parity. Existing workflows that already use the Create Support Case node will continue to function as expected, with no impact on execution, editing, or deployment, ensuring full backward compatibility.

Deprecation of Assign Case Node

The Assign Case node has been deprecated and removed from the Guided Workflow node library to eliminate redundancy and simplify workflow configuration. Users are now advised to use the Assign Agent node, which provides enhanced assignment capabilities for handling case-related actions. This update helps reduce confusion and promotes a more streamlined builder experience. Existing workflows that already use the Assign Case node will continue to function without any impact, with full support for editing, execution, and deployment to ensure backward compatibility.

AI-Powered Screen Builder with Copilot

Guided Workflow now integrates Copilot within the Screen node to enable AI-driven generation of screen components based on natural language prompts. With the introduction of the Build with AI+ option and the Ask AI+ tab, configurators can quickly create screen layouts by describing their requirements, significantly reducing manual effort. The system intelligently maps prompts to relevant components, allowing users to further refine the generated form through conversational prompts or manual edits.

Knowledge Base

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

Article Titles in Browser Tabs

When you open a Knowledge Base article, the article title now appears as the name of the browser tab. This applies when you are viewing or editing an article in the Knowledge Base builder or when you open an article in a new tab from Smart Assist.

Scheduled Notifications for Article Publishing and Unpublishing

You can now configure automatic platform notifications for article authors when setting up scheduled publishing and unpublishing. Authors receive advance notifications before an article is about to be published or unpublished. Configurable notification timing and system-driven alerts help reduce missed updates and provide better control over Knowledge Base article lifecycle management.

HTML Source Editing for Content Templates

You can now view and edit the underlying HTML source code of Content Templates, giving you greater control over how templates are structured and displayed. By working directly with the source code, you can apply advanced formatting, add custom styling, and customize layout elements that are not available in the visual editor, enabling more flexible and precise content design.

Smart Assist Reporting for Recommended Article Reads

Knowledge Base reporting now lets you track how many recommended Knowledge Base articles agents actually read in Smart Assist, along with whether agents marked those articles as helpful or unhelpful. This data helps you understand which recommendations are most effective in real support scenarios and how Knowledge Base content contributes to case resolution. These insights can help you evaluate content relevance, identify high-performing articles, and improve recommendation strategies for agents. Refer to this article for more details.

PII Masking and Tokenization for Knowledge Base

PII masking and tokenization are now supported for Knowledge Base, helping protect sensitive customer information while maintaining usability. Personally identifiable information is automatically masked using secure tokens, reducing the risk of exposure in agent views. With this update, user details such as author names, contributor names, and nominated‑by user names are masked. This enhancement improves data privacy and compliance while ensuring that Knowledge Base content remains safe to access, share, and manage across workflows.

Live Chat

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

Customizable Splash Screen Logo

The splash screen logo dimensions are now customizable. Width and height can be configured to meet brand requirements. This helps teams align splash screen branding with design guidelines and deliver a consistent, personalized experience for end users.

For more information, see Add Splash Screen.

User Message Added to Bot Message Feedback Report

The Bot Message Feedback Report now includes the corresponding user message alongside the brand message where customer feedback is provided. This enhancement enables brands to track feedback more effectively by plotting both brand and user messages in the report.

For more information, see Bot Message Feedback Reporting.

Video Call Enhancements

The following video call enhancements are introduced:

• Split Screen Layout: The video call tile width and height are now configurable, providing more control over the layout. This enhancement improves usability and accessibility by keeping both video and chat visible without switching.

• Resizable Video Call Widget: Live Chat supports a resizable video call widget for both agents and customers. The video window can be adjusted to suit individual needs, improving flexibility during conversations.

• Control Buttons Accessibility: Control buttons (for example, mute, end call, settings) have been repositioned to avoid covering the video frame. This ensures the video remains unobstructed, supporting clear visual communication for users who rely on sign language.

​

For more information, see Video Call UI.

Export Video Recordings to On-Premise

Live Chat video recordings can be exported to a brand’s on-premise servers through Sprinklr’s Unified Data Connector (UDC) configuration. These recordings, originally stored in Sprinklr’s private AWS S3 bucket, are securely transferred to external destinations in compliance with brand data residency and security mandates.

Brands gain greater control over their video assets, ensuring compliance with internal policies and regulatory requirements while maintaining flexibility to manage, archive, and analyze recordings within their own infrastructure.

For more information, see Call Recordings On-Premise Setup.

Support for Ukranian Language

Live Chat now supports the Ukrainian language, enabling localized experiences and smoother communication for Ukrainian speaking users.

For more information, see Default Language section in Sprinklr Live Chat Builder.

Stop Streaming Experience Enhancements

The stop streaming experience has been enhanced to provide a more responsive and interactive Live Chat experience during bot response generation.

• Composer stays active during streaming and non-streaming states, allowing typing and use of tools (STT, emojis, attachments).

• Content from composer tools is retained in the input field for review before sending.

• Send button is replaced with a Stop icon during response generation.

• Clicking Stop halts the response and shows system message: “You stopped this response.”

• Composer options remain enabled during streaming for uninterrupted interaction.

• Location sharing confirmation ensures the selected location is published only after user approval.

​

For more information, see ​Stop Button in GenAI Chat Composer.

Messaging

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

Google RBM Enhancements

This release introduces the following improvements to the Google RBM channel:

Suggestion Chips Support in Cards and Carousels

Cards and Carousel templates now support Suggestion Chips. Brands can add up to 11 chips per message, giving customers more actions and replies beyond those shown directly on the card. This enhancement improves engagement, provides richer interactive experiences, and separates card‑specific actions from broader conversation actions for better usability.

Support for WebView Mode

Open URL buttons in Google RBM now support WebView Mode. Brands can configure linked web pages to open directly inside the messaging app using the device’s default browser engine.

This enhancement allows customers to interact with web content while staying within the RCS conversation. It improves usability by letting users engage with linked pages without switching apps, creating a more integrated and continuous experience.

Capture Postback Button Text

The postback payload is now captured along with the visible button label when a user interacts with a button. This payload is stored in properties and can be leveraged across workflows, reporting, and integrations.

This enhancement provides richer contextual information, helping brands better understand customer intent and enabling more informed automation and analytics.

Discord Thread Messages and Forum Channels Support

Sprinklr now supports Discord Thread Message Type and Forum channels, enabling brands to capture and engage with a broader range of Discord conversations. Thread conversations created within Text channels as well as Forum channels are now ingested and displayed in Sprinklr. Agents can view the thread messages and reply directly from Sprinklr.

Agents can also perform thread management actions such as renaming, archiving, or locking threads from Sprinklr. This enhancement provides greater visibility into community discussions and helps agents maintain context while engaging with customers across different conversation formats on Discord.

KakaoTalk AlimTalk Support

The KakaoTalk channel now supports AlimTalk through Infobip integration. AlimTalk enables brands to send utility messages such as order confirmations, delivery updates, appointment reminders, and service notifications. These messages can be delivered directly to customers, even if they have not added the brand as a friend.

The support includes Text and Button templates and the Add Channel button action. Templates approved natively in KakaoTalk can be created and published through the KakaoTalk channel, ensuring compliance while enabling brands to deliver important utility communications.

WhatsApp Call Permission Updates Visibility in Care Console

The WhatsApp channel now provides real‑time visibility into call permission updates within Care Console. Whenever a customer grants, updates, or revokes permission for outbound voice calls, a system‑generated User Message (UM) is added to the conversation history.

Each message clearly indicates the permission type (Always Allow, Temporary, Not at This Time) and, for temporary permissions, the exact expiry date and time. For example, agents may see: “This user has updated their WhatsApp call permissions. Calls are permitted until 15/06/2026.”

These permission update messages are exposed as a dedicated subtype (WhatsApp Call Permission Update) in the Rule Engine, allowing admins to configure automated workflows that respond to changes such as reassigning cases or triggering follow‑up actions.

WhatsApp Business Scoped User IDs (BSUID) Support

The WhatsApp channel now supports BSUIDs, unique business‑specific identifiers assigned to each WhatsApp user. BSUIDs are stored at the profile level alongside phone numbers. They remain available even if a user has not enabled usernames. Unlike phone numbers, BSUIDs provide a consistent way to recognize users across a business portfolio, ensuring reliable identification.

By using BSUIDs, enterprises gain greater messaging flexibility and can continue engaging with users even when phone numbers are unavailable.

Account Re‑Addition Checks Support for Microsoft Teams

The Microsoft Teams channel now includes account re‑addition checks, ensuring consistent handling of authentication errors and account deactivation scenarios. When access tokens expire or when expiry notifications are received, the system automatically prompts re‑addition, reducing downtime and eliminating the need for manual troubleshooting.

Product Catalog Support in Quick Publisher for Social

A product custom field has been introduced in the Quick Publisher Window (third pane) for Social. This allows users to select products directly from the universal product database when publishing outbound content.

Outbound Voice & Dialers

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

End-to-End File Security for FTP Connectors

Enhanced FTP connector security by enabling complete end-to-end protection for file handling across both ingestion and delivery workflows. The system now supports automatic decryption of inbound encrypted files using PGP with platform-managed keys, while also allowing outbound result files to be encrypted using either platform-managed or customer-provided keys. This update ensures consistent and secure handling of sensitive data throughout the file lifecycle, giving organisations greater control and flexibility in meeting their data protection and compliance requirements. 

Immediate Redial Support for Agent Dialer in Configuration 2

Enhanced Agent Dialer behavior for Configuration 2 by introducing immediate redial functionality for the HDFC workspace, ensuring retry attempts occur instantly upon customer disconnect or ring timeout without waiting for the standard retry interval. The system now continues sequential dial attempts on the same phone number type until the configured maximum attempts are exhausted before progressing to the next type, while respecting retry conditions and stopping immediate retries if the agent disconnects. This update improves dial sequence consistency, reduces idle gaps, and ensures more efficient call handling without impacting existing Configuration 1 behavior.

Unified Rule Enforcement with Touchpoint-Aware Evaluation

Enhanced rule enforcement now ensures consistent behaviour across all supported touchpoints—manual outbound, conversations, reporting, transfers, conferences, callbacks, and digital channels—and is applicable across all providers for uniform experience. The update introduces touchpoint-aligned destination type mapping, with the constraint that a single condition cannot support multiple destination types; rules follow a clear default where specified touchpoints are exclusively honoured, and in their absence, conditions apply universally. Suppression list handling is now touchpoint-aware: for all touchpoints except conference and transfer, validations without dialer context and with a configured suppression check route to the Yes path (blocking the call), while conference and transfer follow the No path (allowing the call); if no suppression check is configured, campaign-level suppression lists are ignored. Overall, this improves compliance, routing consistency, and flexibility, with visible DNC and non-DNC dialer options, without impacting existing functionality.

Migration Support for Outbound Entities

Enabled migration support for key outbound entities in VoiceConnect, including Customer Availability Manager and Pre-Call Automation, to ensure seamless transition and consistency across environments. This enhancement allows these configurations to be migrated along with existing setup, reducing manual effort, minimising configuration gaps, and improving reliability during environment replication and deployment processes.

Overflow-Aware Scheduling for Retries and Callbacks

Introduced a new outbound configuration to provide greater control over how retries and scheduled callbacks are handled outside defined business hours. Administrators can now choose between the existing behaviour of aligning execution to the start of the next business day or enabling a new overflow-preservation logic, where excess time beyond business hours is carried forward and added to the next valid business window. This enhancement ensures more accurate timing for retries and callbacks, improves campaign pacing and customer experience, and maintains flexibility by applying the selected behaviour only to newly scheduled executions without impacting existing ones.

Campaign-Level Performance Reporting and Inline Custom Metrics for Voice Campaigns

Introduced a unified Campaign Performance Dashboard within Service Analytics, allowing campaign managers to access a consolidated view of campaign health directly from the Voice Campaign Console and Manager. The “Voice Campaign Performance” report provides built-in insights such as lead inventory, call outcomes, attempt distribution, data coverage, and lead-level metrics. Additionally, the dashboard now opens within the campaign context, removing reliance on external filters, improving visibility, and enabling faster, data-driven campaign optimisation.

Dashboard-Level Inventory Filters for Voice Campaign Reporting

Enhanced the inventory reporting experience by introducing commonly used filters at the dashboard level for both Voice Inventory and Voice Campaign Performance reports, eliminating the need to configure filters individually for each widget. Users can now seamlessly apply filters such as Voice Campaign, Voice Segment, Last Participated Agent, Created Source Upload Name, and Created Source Connector directly within the inventory report. This update streamlines analysis, improves usability, and enables faster, more efficient data exploration.

 Improved Campaign Creation Experience with Structured Sections

Enhanced the Campaign Creation page by introducing a structured, section-based layout that organises fields logically and prioritises mandatory inputs at the top of each section. This redesign simplifies navigation and reduces confusion in forms with high field density, enabling administrators to complete campaign setup more efficiently while improving usability and overall configuration experience.

PII Masking

The following feature is introduced in Sprinklr Service’s PII Masking module:

Language Expansion for PII Masking

We’ve expanded the AI‑based PII Masking capabilities by adding support for Spanish, Korean, and Chinese languages.
This enhancement ensures more accurate detection and masking of personally identifiable information (PII) across a broader set of multilingual customer interactions.

• AI model now recognizes and masks PII entities in Spanish, Korean, and Chinese text.

• Improved coverage for names, addresses, phone numbers, email IDs, and other common PII patterns in both languages.

• Enhanced language detection logic to seamlessly identify Spanish, Korean, and Chinese content before applying masking.

Quality Management

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

Configurable Coaching Forms

You can now configure coaching forms to capture information that aligns with your organization’s coaching workflow. This update introduces Coaching as a new asset type in the Custom Fields editor, allowing you to create and manage custom fields specifically for coaching sessions.

Coaching forms now support customization across different stages of the coaching lifecycle. You can add, remove, modify, and reorder fields within these forms to ensure each stage captures the right information in a logical sequence. You can also control field visibility using advanced rules.

This update helps you standardize your coaching workflows, improve data capture across different stages, and deliver a more structured and flexible coaching experience tailored to your organization’s needs. 

For more details, refer to Customize Coaching Forms.

Custom Insight Text in AI Scoring Rules  

You can now define custom insight text for each condition in AI Scoring checklist rules. This enhancement allows you to provide clear and contextual explanations, even for scenarios where system-generated insights are not available.

For every condition element, you can configure the following fields: 

• Insight text if conditions are met 
• Insight text if conditions are not met

These fields are optional. When configured, the system displays the corresponding custom insight in the Insight Card based on the condition outcome. This capability is available when the Enable grouping-based visualizations for item insights setting is enabled.

This update helps you improve the clarity and usefulness of insights, ensures better explainability for scoring outcomes, and enhances the overall experience for users reviewing AI-driven evaluations.

For more information, refer to Automated Checklist Rules and Conditions. 

Automated Deletion of Evaluations and Coaching Data  

You can now automatically delete outdated evaluation forms and coaching session records based on configurable retention policies. This enhancement helps you manage data lifecycle efficiently and ensure compliance with organizational data retention requirements.

You can configure retention rules using Data Retention Policies (DRP) by selecting the relevant entity types: 

• Audit Checklist Evaluation 
• Coaching Session

Within these policies, you can configure the retention duration to automatically delete records older than the specified number of days. Refer to Automated Deletion of Audit Checklist Evaluations and Coaching Sessions for more details.

Automated Scoring for Bots and AI Agents 

You can now include Bots and AI agents in Automated Quality Scoring, in addition to human agents. This enhancement allows you to evaluate the quality of all participant types in a conversation based on your specific requirements. 

A new mandatory field, Agent Scope, is now available in the Scoring Details section of the Automated Checklist Builder. This field lets you define which participants should be evaluated: 

• Bot Only – Evaluate and assign scores only to bot participants 
• Human Only (default) – Evaluate and assign scores only to human agents 
• Bot and Human – Evaluate and assign scores to both bot and human participants

The selected Agent Scope determines which participants are included in the evaluation process, while all other scoring configurations and logic remain unchanged.

This update helps you gain a more comprehensive view of interaction quality, ensures consistent evaluation across both automated and human interactions, and allows you to tailor scoring strategies based on your operational needs. 

Refer to Scoring Configuration for more details.

Flexible Sampling Policies with OR Logic  

You can now configure Sampling Policies using OR logic in addition to the existing AND logic. This allows policies to trigger when any one of multiple conditions is met, instead of requiring all conditions to be true.

Existing policies continue to work with AND logic by default, with no changes required. 

This update helps you reduce the need for duplicate policies, simplifies configuration, and enables more flexible sampling strategies. Refer to Sampling Policy Builder for more details.

Side Navigation in Manual Checklist Builder  

You can now use a collapsible side navigation pane in the Manual QM checklist builder for easier navigation and management of complex checklists. 

The side pane provides a complete structural view of categories and items, allowing you to: 

• Navigate instantly to any category or item 
• Reorder elements using drag-and-drop 
• Add new categories and items directly from the pane 
• Rename elements inline

This update helps you manage large checklists more efficiently, reduces navigation effort, and improves overall configuration experience. Refer to Manual Audit Checklist Builder for more details.

Auto-Disable Sampling Policies with End Date  

You can now configure an optional end date and time for Sampling Policies. Once the defined deadline is reached, the policy is automatically disabled.

This eliminates the need for manual intervention and ensures that time-bound sampling policies such as pilot programs or compliance audits, stop as intended.

This update helps you prevent unnecessary sampling, reduce auditor workload, and improve visibility into policy timelines.  Refer to Sampling Policy Builder for more details.

Checklist Library Enhancements  

You can now manage checklist libraries more efficiently with enhancements focused on reusability and discoverability.

Key improvements include: 

• Clone categories and items to quickly reuse configurations 
• Tag categories and items for better organization 
• Search and filter using tags to find relevant entities faster 
• Search within selected categories for easier navigation in large libraries 

Tag access is governed by existing permissions to maintain centralized control. This update helps you scale content management and speed up checklist creation workflows. Refer to Checklist Library for more details.

Persona-Based Configuration for All Cases and All Calls Tabs 

You can now configure columns, filters, and data visibility for All Cases and All Calls tabs directly from the Persona App Manager. 

This includes: 

• Defining a restricted set of columns and filters available to users 
• Configuring locked filters with predefined values 
• Option to hide locked filters from the UI 
• Setting favorite filters that appear by default 
• Supporting both standard and custom fields 

You can also configure: 

• Contextual filters by mapping Case custom fields with User properties 
• Persona-specific configurations that apply only within that persona 

This update helps you standardize user experience, reduce dependency on backend configuration, and ensure users focus only on relevant data. Refer to Quality Manager Persona for more details.

Reporting and Analytics

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

Persona Reporting: Open Cases Directly from Reporting Widgets (Pivot Tables)

We’ve enhanced reporting widgets in Persona for Pivot Tabel Visualization to let you open cases directly from widget tables "eye" icon, eliminating the need to manually copy and search case numbers.

Locale-Based Number Formatting for Exports

We’ve introduced a new "Regional Format" preference in reporting preferences that allows user to choose how reporting entities (date, number format, currency in particular) are displayed and exported, basis the regional format language. This enhancement addresses common challenges faced by cross-regional teams by enabling you to align number formats with your business needs (for example, using number and decimal interchangeably by updating your language as German) aiming to provide better user experience within reporting.

Export Activity Audit Enhancements

We’ve enhanced export tracking with a unified Exports Metadata framework that now captures both manual and scheduled exports, giving you a centralized, audit-ready view of all export activity. With standardized and enriched metadata, including details like export type, source, user, workspace, and PII permissions, you can now easily track who exported what, when, and from where. This update also enables better monitoring and supports threshold-based alerting, helping you identify risks and strengthen governance around sensitive data handling.

Accessibility Improvements in Reporting

We’ve introduced several accessibility enhancements in Reporting to improve usability, consistency, and compliance with accessibility standards.

• Improved keyboard shortcuts: Updated keyboard shortcut behavior to avoid single, non-customizable key usage, ensuring a more intuitive and accessible experience.

• Stable keyboard focus during refresh: Automatic dashboard refreshes no longer shift keyboard focus unexpectedly, allowing you to continue tasks without interruption.

• Enhanced text contrast: Improved text contrast across both Light and Dark modes to meet minimum accessibility requirements and improve readability.

Enhanced User Dropdown with Search & Filter (Dashboard Filters)

You can now use a search bar to quickly find and select custom fields when setting up User Property-Based Filtering, making it easier to work with large field lists and improving overall efficiency.

Support for Snapshot & Current Value Filtering at Dashboard & Section Level

With this release, we have extended support for Snapshot Level Filtering of Custom Fields at the Dashboard & Section Level in Service Reporting.

Persona Reporting| Configure Number of Data Points in RM/Widget Drilldown

You can map widgets and record managers in Drilldowns in Persona Reporting; Sprinklr can now support configuration of number of data points displayed in these widgets.

Persona Reporting – Date & Time Format Control

You can now set Date & Time formats at the Persona level, enabling consistent reporting preferences across teams without relying on individual user settings. Persona managers can configure formats centrally for all users, while still allowing user-level preferences to override.

Service Analytics Co-pilot

Service Analytics Copilot is an intelligent assistant designed to simplify how users create, explore, and interpret Service Reporting data. It enables users to generate reports using natural language, quickly understand data through concise summaries, access relevant information from help articles, and retrieve insights by asking direct questions about their data. By reducing manual effort and streamlining analysis, it improves usability and allows teams to operate more efficiently. In this release, we are introducing a set of enhancements focused on improving usability, accelerating insight generation, and enabling a more seamless and intuitive data exploration experience. Copilot supports the following functionalities:

• Widget Generation: Enables users to create widgets using natural language, eliminating the need for manual configuration of metrics and dimensions.

• Data Summarization: Provides concise summaries of dashboards, sections, and widgets to help users quickly understand key trends and insights.

• Knowledge Base Integration: Surfaces relevant help articles with summarized content, allowing users to easily access and understand platform documentation.

• Query Based Insights: Allows users to ask direct questions about their data and receive accurate, context-aware responses for faster analysis and decision-making.

Support of Custom fields and Custom Metrics in Widget Generation

Service Analytics Copilot now supports custom fields and custom metrics, enabling users to directly incorporate them into widget creation through Copilot queries. This enhancement expands the scope of widget generation in Copilot by supporting reporting scenarios that involve custom data, while also ensuring clear fallback messages when required elements are unavailable. Existing widget creation workflows remain unchanged.

Search Support for Metrics and Dimensions

Copilot now introduces a search-and-select experience for standard and custom metrics and dimensions within the input bar, allowing users to quickly discover and insert required fields using a simple “/” trigger. This improves the visibility of metrics and dimensions and helps users add relevant fields without needing to know the exact field names

Service Analytics Copilot – Causality Analysis

Copilot now offers improved qualitative analysis capabilities for causality-based questions, enabling deeper exploration of insights to identify the root cause of any surge or drop in metrics. It provides concise root-cause explanations that highlight key factors and segment-level drivers that disproportionately influence metric shifts. Additionally, Copilot surfaces actionable, data-backed hypotheses to guide next steps and optimization, using the underlying dataset to deliver contextual and reliable insights.

Service Analytics Copilot – Insight Generation & Anomaly Detection

Copilot now enhances performance analysis by detecting on-demand anomalies such as spikes and drops in key metrics plotted in widgets and highlights them directly within visualizations for quick identification. It provides contextual explanations of changes through root-cause insights, identifies key contributors and their impact, and recommends next best actions. Currently, anomaly detection is supported for time-series data and is available for line and column chart visualizations.

Screen Recording

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

Enhanced Screen Recording Reporting

Reporting for screen recordings has been enhanced to provide more accurate and comprehensive case-level visibility across channels. With this update, analytics now support tracking of merged screen recordings at the case level in addition to total recording counts, helping eliminate inaccuracies caused by counting individual agent recordings separately. The enhancement also introduces support for digital channel recordings and adds new reporting fields such as Case Number, Channel, Sampled Case, Screen Recording Count, and Participated Agents in the Service Analytics source for improved compatibility and deeper analysis.

Sprinklr AI Agent

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

Simulation Revamp & Streaming

A new Simulation module centralizes running, tracking, and managing AI simulations. Users can launch simulations from Scenarios or Scenario Sets and monitor progress in one workspace.

Streaming support enables real-time output viewing, improving visibility and reducing wait times.

Key benefits

​

• Centralized simulation management

• Direct triggering from Scenarios/Scenario Sets

• Real-time status tracking and filtering

• Streaming outputs for faster insights

Manual Scenario Input & Management

Users can now create custom evaluation scenarios by describing the customer interaction. The system auto-generates a Customer Persona, Scenario, Strategy (PSS), and success criteria, with support for iterative refinement before evaluation.

Scenario and Scenario Set management now includes edit and delete actions, along with streaming responses for real-time content generation.

Key benefits

​

• Create custom scenarios from user input

• Auto-generate PSS and success criteria

• Edit and regenerate scenarios easily

• Manage scenarios and sets efficiently

• View content in real time with streaming support

​

AI Agent Task Evaluation

Evaluation Metrics Management (AQM)

Introduced Evaluation Metrics Management to configure and manage standard AQM metrics for AI agent evaluation. A new Evaluation Metrics section enables users to view, edit, and control metrics through a centralized interface, with support for toggling and updating metric and model details. Standard metrics such as Quality Score, Conversation Opening, Empathy, Issue Resolution, and more are enabled by default.

Benefits

​

• Centralized metrics management

• Customizable evaluation criteria

• Improved transparency in scoring models

Containment Metric

Added Containment as a standard evaluation metric to measure how effectively AI agents resolve interactions without escalation. It can be enabled alongside AQM metrics and Agent Success Rate.

Benefits

​

• Tracks self-service effectiveness

• Enhances performance evaluation coverage

• Identifies automation improvement opportunities

Bulk Scenario Generation

Enhanced bulk scenario generation to support large-scale AI agent evaluation. Scenarios can be generated using inputs such as tasks, guardrails, knowledge sources, historical cases, and profile attributes for broader and more realistic coverage.

Benefits

​

• Bulk scenario creation for scale

• Improved coverage using diverse inputs

• Better alignment with real-world agent use cases

  ​

AI Agent Persona / Personality

Introduced a Persona section in AI Agent Builder to define the AI agent’s personality and communication style. Users can configure tone, behavior, empathy, and brand guidelines through a centralized free-text input, which acts as a system prompt for all interactions.

The section also includes helper text and version management to track and review updates to persona configurations.

Inherit Configuration & Restore to Default

New tasks now automatically inherit AI Agent-level configurations (model, provider, hyperparameters, Guardrails, and PII Masking). These settings continue to sync with agent-level updates unless overridden at the task level.

Users can override specific settings independently, while a Restore to Default option resets all task configurations to the latest agent-level settings. Warnings are shown when removing Guardrails or PII Masking to prevent unintended changes.

Safety Section & Guardrail Workflow Support

AI Agent Builder now includes a dedicated Safety section to configure Guardrails and PII Masking. Users can select existing configurations from AI+ Studio or create and manage them directly within AI Agent Builder.

When a guardrail is triggered, users can either use the configured block message or enable a Guardrail Action to launch a workflow through a Dialogue Tree. Supported outcomes include ending the dialogue, ending the conversation, or routing the conversation to a human agent. The update also adds Guardrail Audit Logs for better monitoring, reporting, and compliance.

Key benefits

​

• Centralized setup for Guardrails and PII Masking

• Support for workflow-based actions when guardrails are hit

• Customizable input and output block messages

• Flexible outcomes such as end conversation or route to agent

• Audit logs for visibility and compliance

Centralized Model Configuration (Primary Model)

AI Agent Builder now offers a centralized Models section to configure and manage model settings in one place. The Primary Model is pre-filled using the default provider and can be overridden based on available options.

Model selection is controlled through feature-level access, ensuring only permitted models are available.

Key benefits

​

• Centralized model configuration

• Default setup with override flexibility

• Controlled access to allowed models

• Consistent model usage across the AI Agent

Inline AI Agent Testing (Chat & Voice)

AI Agent Builder now supports inline testing, allowing users to test agents directly while configuring them—without switching to a separate testing area.

A unified interface supports both Chat and Voice testing, with default selections, auto-filled settings, and easy switching between modes. Users can also test across available accounts and interact with the chat interface using drag-and-drop.

Key benefits

​

• Test agents inline during configuration

• Unified Chat and Voice testing experience

• Auto-filled test settings for faster iteration

• Reduced context switching for quicker validation

Audit Log JSON UX Enhancement

The Audit Log experience in AI Agent Studio now presents additional metadata JSON in a structured, readable format. Users can expand and inspect metadata directly within the interface, eliminating the need to parse raw JSON.

Key benefits

​

• Improved readability of audit metadata

• Expandable, structured JSON view

• Easier troubleshooting and analysis

• Reduced reliance on manual JSON parsing

UX Cleanup & Minor Enhancements

Enhanced usability across AI Agent Builder and Conversational AI with a cleaner interface and improved task management. Updates include simplified application cards, confirmation prompts for task enable/disable actions, and a Last Modified By column for better visibility.

Additional improvements include refined task creation flexibility and removal of legacy modules to streamline the overall experience.

Key benefits

​

• Cleaner, simplified interface

• Safer task updates with confirmation prompts

• Improved visibility into recent changes

• Better control over task creation workflows

• Streamlined and clutter-free experience

Inline LLM Configuration

AI Agent Builder now supports inline LLM configuration, enabling users to directly select model and safety settings within Settings, Tasks, and Dynamic Workflow—without relying on pre-created configurations.

Users can configure LLM provider, model, guardrails, and PII masking templates in place, improving visibility and control.

Key benefits

​

• Configure LLM settings directly in-line

• No dependency on separate configuration objects

• Improved control over model and safety parameters

• Simplified and faster setup experience

Conversational Fillers for Voicebot

Introduced Conversational Fillers to eliminate silence during tool execution and data processing in Voicebot. The bot plays contextual filler messages while requests are being processed, improving conversational flow.

Fillers play sequentially and are completed or skipped based on response readiness, ensuring a smooth experience.

Key benefits

​

• Reduces perceived wait time

• Eliminates “dead air” during processing

• Improves transparency and user experience

• Maintains seamless conversation flow

Website Scrape & RAG Performance Improvements

AI Agent Studio now supports website scraping in RAG, allowing users to add public website URLs to automatically ingest and use content for AI Agent and Smart FAQ training.

Additionally, RAG latency has been improved through model updates and optimized processing, resulting in faster response times.

Key benefits

​

• Ingest website content directly into RAG workflows

• Faster response times with optimized RAG pipeline

• Improved content coverage and accuracy

Permissions Revamp

Enhanced role-based access control in AI Agent Builder and Conversational AI with more granular permissions. Administrators can now manage View, Edit, Delete, and Deploy actions independently to better control user access.

Key benefits

​

• Fine-grained control over user actions

• Restricted access to critical operations like delete and deploy

• Improved governance and access management

Change Set Support Enhancements

Enhanced Change Set support in AI Agent Builder to simplify migration of AI Agent configurations across environments. Users can now migrate additional entities such as Live Chat, Tasks, and Tools, ensuring a more complete and consistent deployment.

Persona configurations are included in application-level migrations, reducing the need for separate setup.

Key benefits

​

• End-to-end migration of AI Agent configurations

• Support for Live Chat, Tasks, and Tools

• Reduced manual reconfiguration

• Improved consistency across environments

KB Article Link Publishing (FAQ+)

AI Agents can now detect and share links referenced within KB articles directly in responses. This ensures users receive not only relevant content but also any associated documents or resources.

Key benefits

​

• Surfaces relevant links from KB articles automatically

• Improves self-service resolution

• Provides more complete and actionable responses

• Reduces effort to find supporting resources

AI Agent Tasks Enhancements

The AI Agent Description is now automatically included in task prompts, providing additional context to the LLM for more consistent and accurate responses aligned with the agent’s role.

Additionally, the Create from Template option has been removed, enabling fully customizable task creation based on specific business workflows.

Key benefits

​

• Improved response accuracy using agent context

• Better alignment with agent persona and objectives

• Fully flexible, custom task configuration

• Eliminates reliance on generic templates

RAG Pipeline Upgrade & Performance Improvements

The RAG pipeline has been upgraded to improve scalability, performance, and maintainability. Updates include migration to in-house embeddings, a new default model (Gemini 2.5 Flash Lite), and an optimized architecture for faster processing.

The rollout will begin with new AI Agents, followed by a phased migration for existing applications.

Key benefits

• Faster response times and improved performance

• Scalable and optimized RAG architecture

• Seamless transition with phased rollout

Streaming & Tool Calling for Bedrock and In-House Models

AI Agent Builder now supports streaming responses and tool calling for both Amazon Bedrock and in-house LLM models, enabling more responsive and capability-rich interactions.

Responses are streamed in real time, while models can invoke tools during execution to fetch data and perform actions seamlessly.

Key benefits

​

• Real-time response streaming across supported models

• Faster, more responsive user experience

• Tool calling for data retrieval and action execution

• Enhanced support for advanced, agent-driven workflows

Sprinklr VoiceConnect

The following features are being introduced in the Sprinklr VoiceConnect module:

Default TTS Capability Introduced to Accelerate VoiceConnect Partner Onboarding

Introduced a default basic Text-to-Speech (TTS) capability to streamline partner onboarding in VoiceConnect by eliminating the dependency on ML-driven TTS model deployment for initial inbound call testing. With this enhancement, a lightweight default model (English – Google) is now available for immediate use during setup, enabling instant inbound call validation, reducing onboarding timelines, removing operational dependency on the ML team, and improving overall implementation efficiency while ensuring IVR continuity even in the absence of production-grade TTS models.

Unified TURN Server Configuration, Permissions, and Agent-Level Control

Introducing TURN server Module in VoiceConnect by introducing a unified, permission-driven framework that provides the ability to configure TURN Servers and its control usage for agents within Unified Routing. Administrators can now define and govern TURN server access through a consistent permission model while also enabling at agent and user group-level selection to control which users should resolve TURN servers. This ensures that only relevant (For example, internal agents should resolve TURN while external agents avoid unnecessary resolution attempts, improving connection setup times and reducing latency). The configuration is centrally managed via a dedicated TURN Server Configuration page and Unified Routing, with conditional availability based on provider configuration and permissions, ensuring seamless fallback behaviour and consistent ICE negotiation.

SIP Trunk Registration Status Visibility in VoiceConnect UI

Added real-time visibility of SIP trunk registration status within the VoiceConnect UI to enhance monitoring and troubleshooting of inbound call connectivity. A new section has been introduced in the existing pane to display trunk registration states—such as Registered, Unregistered, and Unknown—with clear visual indicators aligned to SIP OPTIONS status conventions, enabling users to quickly identify registration issues without relying on alerts. This feature is available when Outbound SIP Registration is enabled and provides granular, near real-time insights into trunk health, significantly improving operational visibility and reducing time to diagnose inbound call failures.

Trunk-Based Routing Support in IVR DIDTransfer Node

Enhanced the DID Transfer node in IVR to support trunk-based routing when VoiceConnect provider is enabled, enabling users to route external transfers via pre-configured SIP trunks instead of relying solely on manual SIP domain inputs. This update introduces a routing method selector with options for SIP Domain-based (default) and Trunk-based routing, allowing customers to leverage advanced trunk capabilities such as failover, CPS limits, and custom SIP parameters while maintaining full backward compatibility when VoiceConnect is disabled; the enhancement simplifies configuration, eliminates workarounds, and improves flexibility and scalability of IVR-based call transfers.

Supervisor Console

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

Case Actions in Operations Dashboard

The Operations Dashboard now supports performing case actions directly from the case list, enabling supervisors to manage cases without leaving the monitoring view.

• Macro: Apply macros to streamline case handling.

• Assign: Reassign cases to agents or queues.

• Priority: Update case priority levels.

Supervisors can take these actions on individual cases or apply them in bulk, simplifying case management and improving efficiency.

Alert Configuration Dynamic Field (Variables) Restrictions

The Alert Configuration feature has been enhanced with dynamic field restrictions to ensure more reliable alert setup. Variables displayed in Custom Alert Messages now depend on the selected alert type, and only supported dynamic fields are available for selection.

Unsupported fields are either hidden or shown as disabled, preventing users from choosing invalid options. These improvements safeguard against misconfigured alerts and reduce the risk of alert failures, providing a more controlled and accurate configuration experience.

Work Queue Available Agents Instant Alert

A new instant alert, Work Queue Available Agents, has been introduced. This alert is triggered immediately when one or more customers are waiting in a work queue and no agents are in Available status to take the contact.

In such cases, the interaction cannot be routed to any agent for handling. The alert helps supervisors quickly identify queues without available agents and take timely action to reduce customer wait times.

Alerts Frequency Capping at User and Work Queue Level

Alert frequency capping can now be applied at the user or work queue level for supported alerts. Limits are tracked independently, preventing repeated notifications for the same agent or queue within the configured threshold. For example, if the frequency is set to five, each user or work queue can trigger up to five alerts before reaching the limit.

Search in Announcements Show All

A search option has been added to the Announcements Show All view on the Supervisor Console Home page. Supervisors can now quickly locate announcements using keywords from the title or description, making it easier to find previously read or acknowledged communications. This enhancement eliminates the need to manually scroll through long lists, allowing supervisors to efficiently access relevant announcements.

Enhanced Search in Grouped Queue Monitoring

The search capability in the Grouped Queue Monitoring screen has been enhanced to support both Work Queues and Queue Groups. Supervisors can now choose whether to search across queue groups or locate a specific work queue within the monitored set.

This improvement makes it easier to quickly find the right queues, monitor performance, identify workload imbalances, and take timely action to balance workloads or resolve issues.

Honoring Entity Visibility Rules in Case Monitoring

The Case Monitoring screen now honors configured entity visibility rules, displaying only the cases and related information that users are authorized to access. Records outside the defined visibility scope are excluded from the dashboard, resulting in a more relevant and streamlined monitoring experience.

This enhancement reduces noise, aligns the dashboard with the platform’s visibility model, and helps supervisors focus on the cases and agents that fall within their responsibilities.

Supervisor Settings Enhancements

Supervisor Settings has been enhanced to deliver a more streamlined, flexible, and personalized configuration experience.

• Add Supervisor Settings as Menu Item: Administrators can now add Supervisor Settings directly as a menu item from the Persona App Manager, simplifying access.

• Manage Columns at User Level: Column preferences are now maintained independently for each user. Changes made by one supervisor no longer affect others, allowing each user to preserve their preferred view.

• Drill‑Down Support in Agent Record Manager (RM) Builder: Supervisors can now drill down into sub‑entities such as agents, queues, and metrics directly from the Agent RM Builder for deeper analysis and data exploration.

Unified Routing

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

Enhanced Assignment Visibility and Filtering in Queue Assignments Tab

Improved the Assignments tab experience in the Queue 3rd Pane by introducing a filter bar and enhanced visibility into queue sorting logic within Unified Routing. Users can now filter assignment records in real time using key attributes such as queue assignment time, skill, channel, and assigned agent, enabling faster analysis of assignment behaviour without switching to reporting. 

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 voice provider for that partner. Irrelevant fields are hidden to reduce confusion and prevent misconfiguration, while common attributes across multiple providers are consolidated. 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. 

Callback Pacing Ratio for Optimised Callback Dialling and Queue Efficiency

Introduced a queue-level Callback Pacing Ratio configuration in Use Voice section of the queue editor to enable controlled parallel callback dialling per available agent, addressing limitations of the existing 1:1 dialling model. This enhancement allows administrators to define how many callbacks an agent can dial concurrently while ensuring queue protection and respecting inbound call priority; it supports multi-queue scenarios, dynamic updates, and auditability, while preventing callback flooding and preserving queued callbacks during interruptions. Overall, this improves agent utilisation, reduces callback wait times, and ensures more efficient and balanced handling of callback workloads. 

Guided Workflow Action to Fetch Queue-Based Agent Details

Added a new Execute Action in Guided Workflow to retrieve agent details based on selected work queues, enabling enhanced flexibility for assignment scenarios such as filtering agents by availability and activation status. This action returns agent attributes including ID, name, availability, and queue activation status in a structured view, allowing users to select suitable agents for assignment.

Addition of a Right-Hand Help Pane on Queue Editor UI for Enhanced Help Experience

The update introduces a right-hand help pane that provides contextual guidance and direct access to relevant Knowledge Base articles without requiring hover interactions.

Wait Reason Visibility Added to Engagement Dashboard

Enhanced the Engagement Dashboard by introducing visibility into case wait reasons directly from case cards, enabling supervisors to quickly understand why a case remains unassigned without switching screens. With the addition of an interactive view option, users can now access real-time wait reasons such as agent unavailability, skill mismatch, or capacity constraints, improving transparency, reducing unnecessary escalations, and enabling faster, more informed decision-making during queue monitoring. 

Enhanced Agent Filtering in Work Queue Assignees Pane

Improved the Work Queue 3rd Pane with advanced filtering capabilities, allowing administrators to quickly identify agents based on availability status, skills (multi-select), and consumed capacity—enabling faster and more efficient queue management.

Enhanced Omnichannel Queue Reporting with No-Response and Assignment KPIs

This release enhances the Omnichannel Queue Performance Report by introducing new assignment-focused KPIs and expanding overall metric coverage to improve SLA tracking and operational visibility. Key additions include Contacts Assigned but No Agent Response (assigned contacts with zero brand response) and Contacts Assigned but No Customer Response (assigned contacts with no customer interaction), with edge case handling where contacts with no post-assignment activity are counted in both metrics. Additionally, the reports now align with the Omnichannel KPI framework, incorporating key metrics such as wait times, First Agent Response Time, transfer details, dialler type (voice), and support for custom fields to enable broader reporting use cases.

Voice AI (Text To Speech and Speech To Text)

Sprinklr introduces Voice AI Configuration, a self-serve capability that gives you full control over your Text-to-Speech
(TTS) and Speech-to-Text (STT) pipelines directly within the platform. This enhancement eliminates dependency on internal teams and enables faster, more flexible setup of voice experiences across voice bots, IVR, and real-time
conversations.

What’s New

Self-Serve Configuration for TTS and STT

You can now independently configure how voice interactions are generated and processed without raising support tickets.

• Select providers and models for TTS and STT

• Define processing rules for speech generation and transcription

• Configure pipelines directly from the platform

Faster Setup and Deployment

Voice configurations that previously required multiple days can now be completed significantly faster:

• Voice selection: Reduced from 2–3 days to minutes
• Configuration deployment: Reduced from up to a week to a few hours

Real-Time Testing

You can test TTS and STT configurations directly within the platform before deployment:

• Validate voice quality and tone
• Verify transcription accuracy
• Iterate quickly without external dependencies

Multi-Provider Support

Voice AI Configuration supports leading providers, enabling you to:

• Optimize for accuracy, latency, or language coverage
• Select the best provider for each use case
• Switch providers based on business requirements

Supported Use Cases

• Voice AI Agents (Voicebot): Configure TTS for automated conversations
• IVR Flows: Configure both TTS (voice prompts) and STT (user input recognition)
• Real-Time Conversations (RTS): Configure STT for live agent-customer transcription

Voice IVR

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

Trunk-Based Routing Support in IVR DID Transfer Node

Enhanced the DID Transfer node in IVR to support trunk-based routing when VoiceConnect provider is enabled, enabling users to route external transfers via pre-configured SIP trunks instead of relying solely on manual SIP domain inputs. This update introduces a routing method selector with options for SIP Domain-based (default) and Trunk-based routing, allowing customers to leverage advanced trunk capabilities such as failover, CPS limits, and custom SIP parameters while maintaining full backward compatibility when VoiceConnect is disabled; the enhancement simplifies configuration, eliminates workarounds, and improves flexibility and scalability of IVR-based call transfers. 

Prompt Modulation Support in Communication Nodes

Enhanced communication nodes to support prompt modulation capabilities similar to Voice Bot, allowing users to dynamically modify and fine-tune prompts within IVR flows. This improvement provides greater flexibility and control over voice interactions, enabling easier customisation of messaging without requiring complex workarounds, and helps deliver more adaptive, context-aware user experiences during call handling. 

Say-As Support for Static Text in IVR Prompts

Enhanced IVR communication nodes to support Say-As formatting for static text, enabling users to directly control how numbers, dates, and currency values are spoken without requiring variable creation. Previously, users needed to introduce intermediate variables to format such prompts, adding unnecessary complexity; with this update, hardcoded text can now be entered and formatted inline within the node, simplifying configuration, reducing overhead, and improving efficiency while maintaining consistency with existing dynamic variable behaviour. 

Default TTS Fallback for Seamless IVR Execution

Introduced a default Text-to-Speech (TTS) fallback mechanism in VoiceConnect to ensure IVR functionality without requiring prior custom TTS model deployment. In cases where no TTS model is configured, the system now automatically utilises the pre-deployed English language enabling immediate IVR execution—even for flows using only audio files. This enhancement removes onboarding friction, reduces setup effort, and accelerates partner readiness by eliminating dependency on manual TTS provisioning. 

Field-Level Encryption for Agent Email in Inbound Voice Flows

Introduced field-level encryption support for agent email identifiers within inbound voice flows to enhance data security and compliance. This update identifies and secures all user touchpoints where agent or customer email IDs are handled, ensuring sensitive information is protected throughout the interaction lifecycle; it strengthens privacy controls without impacting existing call flow behaviour or operational visibility. 

Enhanced Preferred Agent Routing with Wait and Assignment Flexibility

Improved the Assign Agent node to provide better visibility and flexibility for preferred agent routing by introducing configurable assignment behaviour and support for delayed fallback. Administrators and Implementation Consultants can now define an Assignment Type (Queue or User) and implement wait strategies, allowing calls to be held for a preferred agent before routing to alternate paths when the agent is temporarily unavailable. This enhancement addresses limitations in the existing setup, improves customer–agent continuity for high-value interactions, and enables more intuitive and accurate routing configurations. 

AI-Powered Lucid Conversion for IVR Creation

The AI-Powered Lucid Conversion feature streamlines IVR creation by allowing users to convert externally designed flow diagrams into a structured IVR within the platform. Instead of manually building the entire call flow node by node in the IVR Builder, users can design the flow using tools like Lucidchart. The diagram is then exported as a CSV file and uploaded to the platform, where the system analyzes the file, interprets the nodes and their relationships, and automatically generates the corresponding IVR structure in the IVR Builder. In this release, multi-path nodes will not
be covered.  

TTS Dependency Removed for Audio-Only IVR Prompts

Removed the mandatory TTS dependency for audio-only prompts, enabling users to play recorded audio files without requiring a TTS model deployment. Prompts containing only recorded audio—whether single or multiple clips—are now played directly without invoking TTS, reducing latency, avoiding synthesis-related errors, and lowering setup overhead; standard TTS behaviour continues to apply when any text is present, ensuring backward compatibility and flexibility.

Voice Recording

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

Recording Manager with Policy-Based Configuration and Controls

Introduced a comprehensive Recording Manager in VoiceConnect, enabling administrators to define and manage recording policies through a centralised interface with full lifecycle control. Users can create, view, edit, activate, and prioritise policies based on conditions such as channel type, call direction, and custom fields, with support for scheduling, sampling limits, and configurable recording actions (voice, screen, transcripts, ACW). The system includes a default fallback policy, draft support, audit trails, execution ordering, and search/filter capabilities, along with visual flow tracing for policy application. This enhancement provides granular control, improved compliance, and greater transparency in managing recording behaviour across interactions. 

Voice Recording Support Added to Data Retention Policy Framework

Extended the Data Retention Policy (DRP 2.0) framework in VoiceConnect to include voice recording entities, enabling administrators to define retention and deletion policies for recordings in line with compliance requirements. This enhancement ensures that main recordings and recording snippets are treated as separate entities during deletion, allowing more granular control over data lifecycle management while improving consistency and alignment with the new DRP framework.

Workforce Management

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

Updates to Long-Term Plans

The following enhancements have been introduced to Long-Term Plans:

Normalization of Long-Term Plan Data Based on Abandonment Rate

You can now normalize Long-Term Plan data for weeks where the abandonment rate exceeds a specified threshold. When enabled, the system adjusts historical contact volumes to reflect what they would have been if the abandonment rate had met the specified target. This helps eliminate inflation in demand caused by high abandonment, which can otherwise distort forecasting and lead to overstaffing or inaccurate capacity planning.

Weekly Long-Term Plan Generation

While creating Long Term Plans, you now select a forecast start date and specify the number of weeks from that start date to generate an LTP, instead of selecting a date range. This change ensures the forecast duration aligns with week‑level policy definitions.

Permission-Based Access for Long-Term Plan

You can now control access to the Long-Term Plan functionality using permission-based settings. This enhancement allows you to restrict or grant access to specific users, ensuring that only authorized users can view, create, or modify Long-Term Plans. By improving access control and governance, this update helps organizations maintain better data security while enabling more structured and role-appropriate planning workflows. Refer to this article for more details.

Unpublished Changes Indicator for Long-Term Plans and Forecast Scenarios

Long-Term Plans and Forecast Scenarios that are published now include an icon to indicate the presence of any unpublished changes. This enhancement improves status transparency and makes it easier for Workforce Managers to quickly identify scenarios that have been modified after publication, enabling better decision-making and control over forecasting updates.

Additionally, we have added the Latest Published Date column to the Forecast Scenarios and Long-Term Plan Record Managers to clearly indicate when each scenario was most recently published.

​Updates to Scheduling

The following enhancements have been introduced to Schedule Scenarios:

Enhancements to Seating Capacity and Work Mode in Schedule Scenarios

You can now modify seating capacity settings for a Schedule Scenario even after it has been created, as long as it is not in the Published state. This includes updating whether seating capacity should be considered based on work mode (Work from Home or Work from Office) and configuring the maximum seating capacity for Work from Office.

Additionally, you can update the work mode of agents in bulk, allowing you to switch agents between Work from Home and Work from Office efficiently. This enhancement improves flexibility in scenario configuration and simplifies large-scale updates to agent work preferences.

Apply Activities to Entire Agent Shift in Schedule Scenarios

You can now apply any Activity to an entire agent’s shift while using drag-and-drop in Schedule Scenarios. This capability works across all Activity types and enables Workforce Managers to quickly assign full-day Activities, such as training sessions or audits, improving efficiency and reducing manual effort in schedule configuration.

Unpublished Changes Indicator for Schedule Scenarios

Schedule Scenarios that are fully or partially published now include an icon to indicate the presence of any unpublished changes. This enhancement improves status transparency and makes it easier for Workforce Managers to quickly identify scenarios that have been modified after publication, enabling better decision-making and control over scheduling updates. Refer to this article for more details.

Enhanced Filtering for Schedule Scenarios

We have introduced new out-of-the-box filters to improve how you view and manage Schedule Scenarios. You can now also create and save custom Quick Filters, enabling you to reuse them across different scenarios for faster and more consistent filtering. This enhancement simplifies navigation, reduces repetitive effort, and helps Workforce Managers quickly access relevant scheduling data.

Enhancements to Schedule Scenario Import

We have introduced several enhancements to the Schedule Scenario import process to improve flexibility and accuracy. You can now:

• Import agent schedules with Day Off entries for a more complete schedule representation.

• Associate agents with multiple Work Types during import.

• Select the Business Holiday configuration to apply to the imported Schedule Scenario.

Additionally, if no Shift Code is specified for an agent for a specific date during import, the system automatically marks that date as a Day Off.

Bulk Time Off Assignment in Schedule Scenarios

You can now assign Time Off to multiple agents simultaneously from within a Schedule Scenario. This enhancement enables Workforce Managers to apply Time Off at scale, reducing manual effort and ensuring consistency when handling large groups of agents.

Updates to Slot Management

The following enhancements have been introduced to Slot Management:

Enhancements to Slot Creation and Processing

We have introduced several enhancements to the Slot creation and processing experience to improve usability and control. The updates include:

• Redesigned the Slot creation workflow into a structured three-page form: Overview, Slot Settings, and Share Settings, enabling a more guided and organized configuration experience.

• Introduced On-Demand Processing for day-level Time Off Slots, allowing requests to be collected during the submission window and processed together in a single batch after the window closes, making it easier to review and approve requests collectively.

• Enabled visibility of Slots in the Ready for Processing state, allowing you to track and manage Slots awaiting batch processing.

• Added a preview while importing Slots that displays the date, capacity, and a color-coded capacity indicator.

Updates to Agent’s Slot Calendar

We have introduced several enhancements to the agent’s Slot Calendar to improve filtering, request management, and user control. The updates include:

• Added the ability to filter Slots by processing type, enabling faster identification of relevant slots.

• Enabled agents to set priority for submitted Time Off Slot requests after completing their submissions, improving request handling and decision-making.

• Added actions within the Third Pane, allowing agents to edit or delete submitted Time Off Slot requests within the submission window.

Enhancements to Slot Notifications

We have introduced enhancements to Slot notifications for both Workforce Managers and agents to improve visibility and communication across the Slot lifecycle. The updates include:

• Agents now receive platform notifications when a Slot (Standard or On-Demand processing) is published and available for submission.

• Agents are notified when their submitted Slot request status changes to Approved, Rejected, or Waitlisted.

• Workforce Managers receive notifications when Slot processing and publishing actions are completed or fail.

Updates to Slot Request Creation Form

We have enhanced the Slot Request creation form to improve flexibility, clarity, and user experience for agents. The updates include:

• Enabled agents to select a date range for day-level Time Off Slot requests, eliminating the need to submit multiple single-day requests.

• Allowed agents to submit multiple hour-level requests within a single submission, each with its own start time and duration, along with a preview of per-date capacity.

• Highlighted unavailable dates (where no Slots are published) in a greyed-out state to clearly indicate non-selectable days.

• Added a shift preview to help agents understand how their Slot request aligns with their scheduled shift.

• Displayed the agent’s available Time Off balance for the selected Time Off Activity before submission.

Updates to Slot Management Record Manager

We have introduced several enhancements to the Slot Management Record Manager to improve visibility, control, and processing capabilities for Time Off Slots. The updates include:

• Enabled viewing of Slots configured with On-Demand processing, allowing Workforce Managers to view details of agents requesting the Slot.

• Introduced dedicated statuses for On-Demand Slots to provide clearer tracking across their lifecycle.

• Added processing steps for On-Demand Slots, enabling Workforce Managers to simulate outcomes using different existing Ranking Criteria and view a preview before finalizing.

• Introduced Process Results and Publish Results permissions under Slot Management for Workforce Management, allowing you to control who can process and publish Time Off Slot results.

Color Tagging for Reforecasting Parameters in Intraday Management

You can now configure color tagging for Reforecasting parameters to visually highlight data in the columns of the Intraday Management page. This feature allows you to define color rules that automatically apply to cells based on configured thresholds, enabling easier visual distinction of key metrics. The following parameters can be configured with color rules:

• Re‑forecasted Contacts Deviation

• Re‑forecasted AHT Deviation

• Re‑forecasted Predicted SL

• Re‑forecasted Overs / Unders

• Re‑forecasted Required FTEs.

By improving readability and making deviations more noticeable, this enhancement helps prevent missed variances and supports faster, more informed decision-making. The data for supported parameters can be configured with color rules to display specific colors based on the defined criteria.

Abandonment Rate Configuration in Work Type

You can now configure the Abandonment Rate as part of the Work Type creation process. When enabled, the configured abandonment rate is used in Long-Term Plan generation to influence demand calculations. This enhancement allows Workforce Managers to incorporate more realistic assumptions into long-term forecasting, improving the accuracy of staffing and capacity planning.

Override Default Days Off When Requesting Time Off

We have introduced the Override Default Days Off option within Day Off-type Schedule Policies. This enhancement automatically converts default Days Off (typically weekends such as Saturday and Sunday) into official Day Off statuses within the scheduling engine when an agent’s Time Off request spans those days. As a result, default Days Off that fall within the Time Off period are not deducted from the agent’s accrued Time Off balance. This update ensures more accurate Time Off calculations and prevents unintended reductions in available leave.

Restricted Work Type Visibility in Reporting Widget Configuration

We have introduced restricted visibility for Work Types in Workforce Management reporting to improve data access control. With this enhancement, you can now limit visibility while configuring Reporting Widgets, so users only see Work Types that are explicitly shared with them. This update strengthens data governance and ensures that sensitive or Work Type-specific information is accessible only to authorized users.

Shift Pattern Sharing and Enhanced Filtering

You can now share Shift Patterns with specific users, ensuring that only authorized users can view and use them while configuring other WFM entities, such as Assignment-type Schedule Policies.

​

In addition, the Shift Patterns Record Manager now includes enhanced filtering capabilities. You can filter Shift Patterns by Creator, constituent Shifts, or Shift Tags, making it easier to locate relevant patterns quickly. These improvements reduce manual effort, minimize duplication, and streamline Shift Pattern management.

Configurable Duration for Dynamic Time Off Policy Assignment

You can now define the start and end dates when assigning a Dynamic Time Off Policy to agents. This enhancement enables more precise control over policy applicability across specific time periods. If pro-rata allocation is enabled, Time Off balances are automatically adjusted for mid-cycle assignments, ensuring accurate and fair allocation.

Enhancements to Automatic Shift Bidding

We have introduced several enhancements to the Automatic Shift Bidding functionality to improve usability, control, and overall performance. The updates include:

• Added Work Type column in the Shift Bidding Record Manager for better visibility and context.

• Introduced advanced filtering in the Shift Bidding Record Manager, enabling filtering by Creator, Status, Work Type, and more.

• Restricted Custom Schedule Plan selection in Bidding-based Schedule Scenario creation to exclude plans configured with the Assign Activity or Assign Day Off action, preventing conflicts. Any Custom Schedule Plan that contains a combination of Assign Activity along with either Assign Shift or Assign Day Off will also be excluded.

• Limited the Shift Bid selection dropdown in the Bidding-based Schedule Scenario creation form to display only bids in Ready for Scheduling and Cut Off Review statuses, reducing clutter and improving usability.

• Enhanced the Agent Shift Bid page to display date ranges alongside week numbers, improving clarity when submitting preferences

These updates streamline Shift Bidding workflows, improve data discoverability, and ensure a more consistent and intuitive experience for Workforce Managers and agents.

Other Changes

• Fixed an issue in Forecast Scenarios where excluded date ranges were treated as zero volume, which skewed trends and reduced forecast accuracy; excluded dates are now ignored during model computation.

Thank you for using Sprinklr Service. The 26.7 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.