Transactions are specific to Customer Feedback Management and are contained within a user profile, allowing you to document interaction data for particular events concerning your customers. By recording information about individual interactions at specific moments, transactions create a valuable and organized data source for analyzing customer engagement and deriving significant insights into their previous behaviors.

Every transaction is linked to a unique set of metadata, which is stored as key-value pairs in Transaction Fields and details each interaction. This organized method facilitates effective management, analysis, and customization of surveys based on the unique characteristics of each transaction.

Business Use Cases

• Detailed Interaction Tracking: Tracking the complete history of customer interactions across various touchpoints can be challenging. By utilizing Transactions, each interaction is systematically recorded with key details, such as support ticket status, interaction date, and issue type. This creates a clear and organized view of customer engagement, enabling faster issue resolution and more personalized support based on past interactions.

• Behavior-Driven Survey Customization: Tailoring surveys to reflect customer behavior, such as making a purchase or browsing a website, can significantly improve engagement and feedback quality. By using dynamic logic with Transaction Fields, surveys can automatically adjust based on individual actions, ensuring questions are relevant to each customer's experience. This personalized approach leads to more meaningful responses and better-targeted insights.

• Tailored Post-Support Surveys: Improving the feedback process after customer support interactions can be challenging when using generic surveys. By leveraging Transactions, surveys can be dynamically tailored based on the nature of the support interaction, such as a technical issue or an account query. This ensures that questions are relevant to the customer’s experience, resulting in more accurate and actionable feedback that supports continuous improvement in support operations.

• Loyalty Program Engagement Surveys: Collecting specific feedback from loyalty program members is crucial for assessing their satisfaction with rewards and incentives. By utilizing Transactions, surveys can be designed to activate specifically for loyalty program participants and customized to highlight the benefits they have received. This method offers important insights into customer preferences and aids in shaping and enhancing future loyalty programs.

By using transaction metadata and conditional logic, businesses can create hyper-personalized surveys that adapt in real time to each customer’s behavior. This leads to more relevant questions, higher engagement, and more accurate feedback. Personalized surveys based on individual interactions see better participation and insight quality. With placeholders and automation, tailored surveys can be sent at scale, saving time while maintaining relevance. Connecting responses to transaction data also enables deeper, data-driven insights to inform marketing, support, and product decisions.

Prerequisites

No additional permissions are needed to access Transaction modules. Access to specific components within the app is controlled by the required permissions detailed in their respective documentation.

Setting Up Transactions and Transaction Groups

Let's try and understand first what are Transaction and Transaction Group:

• Transaction: A singular entry documenting a distinct interaction with a customer at a specific time.

• Transaction Groups: A set of transactions organized as a group.

Follow these steps to Create New Transactions Groups:

1. Navigate to Customer Feedback Management Persona App and the go to Audience Management in the left pane.

   

2. Click Transaction.

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3. Click Create Transaction Group.

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4. Go to Create Transaction Group Page and fill in the details:

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   1. Transaction Group Name: Enter a unique name for the transaction group.

   2. Type: Select a specific type of transaction group.

   3. Tags: Add relevant tags for categorization.

   4. Description: Provide a brief description of the transaction group.

   5. Set User Permissions: Only the owner and selected users will be able to access the transaction group and the underlying transactions in the Global Transactions Record Manager

   6. Survey: Select the survey where these transactions will be used. The transaction group will only be available for distribution within the selected projects.

5. Click Save.

6. Go to Click Yes or Not Now in the transaction group created page.

Mapping Transaction Fields and Importing

Once your file is ready, click Next to proceed.

1. Define your User ID: On the following screen, align the columns in your Excel file with the corresponding Transaction Fields.

   1. User ID Field: Choose the Excel column that holds the customer's identifying details (such as mobile number, email address, or a unique reference ID).

      1. If a profile is already present for the specified User ID, the metadata will be stored in that profile.

      2. If there is no existing profile, a new one will be generated.

2. Colum Mapping: Map each column in your Excel file to corresponding Transaction Fields in Sprinklr.

   Only globally shared Transaction Fields are available at this step.

   Note:

   • Difference Between Defining and Mapping the User ID:

     • Defining the User ID Field (Step 1): Identifies the customer profile and is used to create or update profiles.

       

     • Mapping the User ID to a Transaction Field (Step 2): Stores the User ID specifically for individual transactions.

       

     • The second step for the User ID is optional.

   • Ensure all other required transactional metadata is mapped as needed.

   • There is no need to map the “Profile Channel” field since it is fetched directly.

3. After completing the mapping, click on Create to produce the transaction group along with the associated transactions. A new entry will be added to the record manager.

4. Select View next to the name of the transaction group to display all related transactions.

Manage Transactions

You will see the Transaction Group Record Manager, which lists all the Transaction Groups available in the partner. Let's have a look at the columns that are present in the record manager.

You can perform the following actions in the record manager:

• Search: You can look for particular transaction groups by utilizing keywords.

• Filters: You can sort Transaction Groups according to Transaction Tags or Owner.

• Refresh: You can update the record manager to show the most recent Transaction Groups and updates.

• Manage Columns: You have the option to conceal or reveal certain columns to customize your record manager display.

• Export: You have the option to export the Transaction Groups along with their details for offline analysis or reporting purposes.

• Import Transactions: You have the option to upload a file that includes your data.

Importing Transactions & Creating a New Transaction Group

Preparing a Transaction File for Import

To store transaction data in Sprinklr, you can import it using a data file. This guide outlines the correct file format and structure required to ensure a successful import.

• Click on "Import Transactions" to initiate the process.

Template File

Sprinklr offers a pre-formatted template to help you get started with importing transactions easily and accurately.

• To download the template, click "Download a Sample Template" during the transaction creation process.

• Open the template in a spreadsheet editor like Excel and fill it in with your transaction details.

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• Follow the instructions below for required and recommended fields:

  • Required Fields: Ensure your file includes the following fields:

    • User ID: A distinctive identifier for the user.

    • Profile Channel: The channel linked to the user profile.

      • Email

      • SMS

      • WhatsApp

      • Source Agnostic (if none of the above apply).

  • Recommended Fields: Although it's not mandatory, it is highly advisable to include these fields.

    • Transaction Time: Contains the date and time of the transaction.

    • First Name: Includes the user’s first name.

    • Last Name: Includes the user’s last name.

    • Transaction Fields: Any extra metadata required for the transaction can be found. Please consult this article for instructions on how to create Transaction Fields.

Once the file is complete, you can proceed to import the transactions. Refer to the sample transaction file to proceed further:

Transaction Group: Unified Data Connector

Once you create a Transaction Group of type Unified Data Connector, Sprinklr prompts you to configure the connector. You can proceed immediately or return to this setup later.

If you want to continue, select Yes.

• Entity Selection
  The first screen shows the entity selection. There is only one entity available (as we’re coming via the Transaction Group flow), simply click Next.

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• Entity Specific Settings
  This will be disabled because we are coming in from the transaction group flow, and the transaction group is already set up and chosen for us. If you are creating the connector from Global Settings, you will be able to choose the Transaction Group as well. Note that only empty Transaction Groups of type UDC appear in Global Settings.

  
  
  This screen includes two primary settings:

1. Integration Type: Only one method is supported: Insert Transactions and Upsert Profile.
   This means: 

   • Every connector run creates new transactions.

   • Profiles are upserted (update or insert), meaning:

   1. If a profile exists for the provided SNID (Social Network User ID), the transaction is linked to it.

   2. If no matching profile exists, Sprinklr automatically creates a new one.

2. Operation Type for Profile Custom Fields
   This controls how multi-select Profile Custom Fields are handled when profile data is updated:

• Merge: Adds new values while keeping existing ones.

• Set: Replaces all existing values with the new values from the connector.

• Example:
  If the field “Interests” is multi-select and currently contains “Fitness”, and your file sends “Travel”:

• Merge → “Fitness, Travel”

• Set → “Travel”

• Source Selection
  Choose the source where your files will come from. Supported options are:

• Amazon S3

• Azure Blob Storage

• Google Cloud Storage (GCS)

• SFTP

• File Upload

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You must also provide a Connector Name (mandatory) and a short Description (optional).

Refer to Unified Data Connector documentation for additional details.

• Source-Specific Settings
  
  Based on the source you select, the next screen changes. For example, if you choose File Upload, you will, upload a sample file that defines the exact structure your connector will expect for all future runs (including identical headers).

  

  You may update the sample file anytime, but this does not affect previously ingested transactions.
  

• Mapping Configuration

On this screen, you map each column in your file to the correct Transaction Field or Profile Field.

• The data connector identifies system-level mandatory fields, which must always be present. These are

  • First Name

  • Full Name

  • Last Name

  • Social Network

  • Social Network User Id

• You may also mark additional fields as mandatory for this connector.

  • This does not make the field mandatory platform-wide.

  • It only ensures the connector fails if that value is missing in a given file.

• You can also map Custom Fields on Transaction or Profile as required.

  You may also apply validation rules, such as:

• Email format validation

• Phone number format validation

• Custom regex checks

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Custom Headers

You can transform or generate new fields using Groovy scripts. For example:

• Combine first and last name: First Name + " " + Last Name

• Hard-code a field: 'PremiumUser'

• Insert the current timestamp:

A Groovy Library reference is available for advanced transformations.

• Sharing & Notifications

  On the final screen, you can:

  • Share the connector with selected Sprinklr users and define their access level.

• Configure notifications for each connector run (for users you shared the connector with), including in-platform alerts or email notifications for success, failure, or validation warnings.

Once you click Save, the Data Connector is fully set up. You can return to the Transaction Group record manager to view it. 

Select View Data Connector to open the connector details screen. From here, you can edit the connector, run it manually, or perform other actions similar to any platform-level Data Connector in Sprinklr.

Transaction Group: API

• If you want to ingest transactions programmatically using the Create Transactions API, you must create a Transaction Group of type API. To do this, click Create Transaction Group, and you will see a form similar to the one shown below.
  

  

• Enter the Transaction Group Name, choose API as the type, and select the Associated Survey(s) where this group should be available for use.

  • Only the surveys selected here will be able to use this Transaction Group for workflow triggers and personalized distributions.
    

• Schema Configuration

  • API-based Transaction Groups include an additional field called Schema.

  • The Schema defines the maximum set of custom transaction fields that the API is permitted to send.

  • Key points:

    • If you add 10 custom fields to the Schema, the API can pass values for any or all of these 10 fields.

    • The API cannot pass a new, 11th custom fields value that is not included in the Schema; any such fields will be dropped.

    • If one of the defined Schema fields is not passed in the API payload, the ingestion will not fail — Sprinklr simply ignores & drops the extra custom field.

This ensures predictable payload structure and prevents accidental ingestion of unsupported metadata.

• You can also configure Tags, Description and User Permissions. These behave the same way as they do for Import and UDC-based Transaction Groups.

• After reviewing your Schema and associated surveys, click Save. You will be redirected to the Transaction Group Record Manager.

Save and Retrieve Transaction Group ID

To use this Transaction Group in your API calls, you must copy its Transaction Group ID:

1. Open the three-dot menu on the Transaction Group.

2. Click Copy ID.

This ID must be included in all Create Transactions API requests.

Refer to Create Transaction API Documentation for more details.