Action Plans help you capture insights generated across Sprinklr as structured, trackable items that can be assigned, shared, and monitored over time.

Often, insights from dashboards, widgets, alerts, or survey responses are viewed briefly and then forgotten. Action Plans address this gap by transforming those insights into persistent records with defined ownership, status, and collaboration features.

An Action Plan becomes the single source of truth for an insight, enabling teams to:

• Track progress on key insights

• Assign clear accountability

• Collaborate effectively across teams

• Refer back to insights historically

Action Plans can be created directly from the original insight source or added manually, and each plan can include one or multiple related insights.

Prerequisites

To access the Action Plan, you would need access to View, Create, Edit, and Delete under Action Plan within Conversations.

• View: You can view Action Plan.

• Create: You can create Action Plan.

• Edit: You can edit Action Plan.

• Delete: You can delete Action Plan.

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How to access Action Plan?

Action Plan can be accessed through below mentioned personasWhile the navigation guide is presented from the perspective of one persona, the navigation steps and features are consistent across all other personas:

• Listening Dashboard: Within the Listening Dashboard, navigate to your desired dashboard and, at the widget level, click "Create or Add to Action Plan".

  

• Benchmarking Dashboard: Within the Benchmarking Dashboard, navigate to your desired dashboard and, at the widget level, click "Create or Add to Action Plan".

  

• Customer Feedback Management Dashboard: Within the Customer Feedback Management Persona App, navigate to Custom Dashboards in the left pane, access a desired dashboard of your choice and, at the widget level, click "Create or Add to Action Plan".

  

  

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Configuring Action Plan

1. Navigate to Listening Dashboard and go to access a dashboard of your choice.

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2. If any critical insights are encountered, the new Action Plan CTA can be used to ensure they are acted upon.

3. Go to Create or Add to Action Plan pop up at the widget level and either select the action plan from the drop-down or create a new action plan by clicking on + Action Plan.

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4. Go to Create Action Plan page and fill in the details:

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   1. Go to Details section:

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      1. Action Plan Name: You can add a meaningful name to action plan.

      2. Action Plan Description: You can add a meaningful description to the action plan.

   2. Go to Properties section and fill in the details:

      

      1. Assign To: You can select the user IDs from the drop-down list whom you want to assign the properties.

         An email and in‑platform notification are sent as soon as a user is assigned an action plan. Clicking the button redirects the user to the action plan, with the following assets included in the notification.

      2. Status: You have the option to choose the Action Plan status from the drop-down menu. The available statuses for the action plan review can be selected from the drop-down list provided below:

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         1. In Review

         2. To Do

         3. In Progress

         4. In Review

         5. Resolved

         6. Completed

         7. Rejected

         8. Archieved

      3. Due Date: Select a due date.

      4. Labels: Select a meaningful label.

   3. Go to Action Plan Permissions section and fill in the details:

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      1. Set User Permissions: You can select the users from the drop-down menu and provide them with edit or view permissions.

      2. Click Save.

Once the Action Plan is saved, you can access it from the record manager by clicking on the Action Plan option in the left pane.

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Manage Action Plan

1. Access the Left Pane and click Action Plan.

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2. You can click on the Vertical Ellipsis against each action and access the following:

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   1. Edit: You can edit an action plan.

   2. Clone: You can clone an action plan.

   3. Permission: You can provide edit and view permissions for an action plan.

   4. Delete: You can delete an action plan.

3. Status: You can update the status in the third pane.

4. Comments and Attachments: In the third, pane you can add comments and add attachments.

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5. Hover over the Action Plan in the Action Plan Record Manager and click View.

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6. In this section, you can view the Associated Insight and details, as well as tag individuals by assigning tasks. Additionally, you can continuously attach insights to a single action plan, add widgets, and utilize it as a repository.

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Associate Mentions inside Conversation Stream

From the Listening dashboard, you have the ability to associate mention entities, which allows for their efficient tracking and subsequent action. Mentions can be pulled into an Action Plan and then added to their respective Action Plans. Every captured entity is stored along with its essential metadata and is displayed on the Action Plan page, providing teams with a unified, actionable perspective for enhanced monitoring and successful follow-through.

You can create an Action plan from a mention using the following steps:

1. Navigate to Listening Dashboard and access a dashboard of your choice.

2. Click the Create or Add to Action Plan CTA button on the widget to associate the mention to an action plan.

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3. Go to Add to Action Plan pop-up window and select an Action Plan that you want to associate from the Action Plan drop-down or create a new Action Plan by clicking + Action Plan.

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4. Click Save.

5. Once the mention entity gets associated to an action plan, there will be some metadata that gets added automatically:

   1. Added by

   2. Added On

6. The following information about the mention that will be added to the Action Plan:

   1. Message

   2. Media

   3. Sender Profile

   4. Date with perma-link

7. Following will be the representations that will support the CTA on mentions:

   1. Listening Source

      1. Conversation Stream - Widget

      2. Conversation Stream while drill-down in third pane

A static visual snapshot of the mention will also be captured and can be copied easily. This snapshot preserves the data exactly as it appeared at the time you added the entity to the action plan. Even if the original entity or its underlying data changes later, the snapshot attached to the action plan will remain unchanged. This ensures consistent context and accurate tracking over time.

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Widget Summarizer

You will be allowed to associate widget summarizer entities from the Listening dashboards so that these entities can be tracked and acted upon in a unified manner. As insights and their entities are currently dispersed across multiple dashboards, trend analysis and follow‑through are impeded. To resolve this, entities will be captured from the widget summarizer and added to action plans with the required metadata, after which they will be displayed on the Action Plan page for centralized and consistent tracking.

The navigation steps are mentioned below:

1. Navigate to Listening Dashboard and access a dashboard of your choice.

2. Click the Create or Add to Action Plan CTA button on the widget to associate the insights to an action plan.

3. You have the option to link the entity to either a new Action Plan or an existing one. Should you choose to click on "Create a New Action Plan," the Action Plan creation screen will appear with the entity already associated. Alternatively, if you select the "Add to Existing Action Plan" option, a search bar will become available, allowing you to locate and associate the entity with an existing action plan.

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4. Once the widget summarizer insight entity is connected to an action plan, specific metadata is automatically included, such as:

   1. Dashboard Name and ID.

   2. Filters applied on the Dashboard, Section and Widget.

A fixed visual representation of the widget summarizer's insights will be created, making it readily available for duplication. The data presented in this snapshot will remain consistent, even if the underlying insight itself is modified. These unchanging snapshots are being appended to action plans.

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Drill Down Summarizer

You will be able to associate drill‑down summarizer entities from the Listening dashboards so you can track and act on them more effectively. Because insights and entities are currently scattered across multiple dashboards, your ability to analyze trends and take action is limited. To streamline this, you will capture entities from the drill‑down summarizer and add them to your action plans with the required metadata, after which they will appear on the Action Plan page for centralized and consistent tracking. The navigation steps are mentioned below:

1. Navigate to Listening Dashboard and access a dashboard of your choice.

2. Navigate to the Action Plan CTA on all drill‑down summarizers across the Listening Dashboard allowing you to associate the insight directly with an action plan. You can associate the entity to either a new Action Plan or an existing one.

3. Click Create a New Action Plan to trigger the Action Plan creation screen with the entity already associated.

4. By selecting the "Add to Existing Action Plan" option, a search bar will become available, allowing you to locate an existing action plan and then associate the entity with it.

5. Once the drill-down summarizer insight entity is connected to an action plan, specific metadata is automatically included, such as:

   1. Dashboard Name and ID.

   2. Filters applied on the Dashboard, Section and Widget.

A static visual snapshot of the drill‑down summarizer insight will be generated and preserved, allowing you to copy it easily. The data will remain in the same state even if the underlying insight entity changes, as these snapshots are attached to action plans and are not modified thereafter.

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Insights Copilot

You will be able to associate Insights Copilot response entities from the Listening, Benchmarking, or CFM dashboards so they can be tracked and acted upon efficiently. Since insights and their entities are currently scattered across multiple dashboards, analyzing trends and taking timely action is challenging. To address this, entities extracted from the Insights Copilot response will be captured with the required metadata and added to your action plans, where they will appear on the Action Plan page for clear, centralized tracking.

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The navigation steps are mentioned below:

1. Navigate to Listening Dashboard and access a dashboard of your choice.

2. Navigate to Action Plan CTA on all Insights Copilot response entities across the Listening dashboards, allowing you to associate the insight directly with an action plan. You can associate the entity to either a new Action Plan or an existing one

3. If you choose Create a New Action Plan, the Action Plan creation screen will open with the entity already associated; if you select Add to Existing Action Plan, a search bar will be shown so you can find an existing action plan and associate the entity with it.

4. Once the Insights copilot response entity gets associated to an action plan, there will be some metadata that gets added automatically such as:

   1. Dashboard Name

   2. Filters applied on the Dashboard

A static visual snapshot of the Insights Copilot response entity will be attached to the action plan, remain unchanged even if the underlying insight updates, and can be copied easily.

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Record Manager

In Record Manager, you have the ability to see all action plans. This includes plans created by you, plans assigned to you, and plans that have been shared with you. The column information is listed below:

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