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.

  

• 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: