Action Plan Integration in Insights Hub
Updated
Action Plan Integration in Insights Hub helps you turn root cause analysis (RCA) findings into tracked actions without leaving the Insights Hub workspace. You can link insights directly to Action Plans, create new Action Plans from an insight, or associate an insight with existing Action Plans to coordinate corrective actions across teams.
Insights Hub is a workspace within Conversational Analytics where analysts review trends, investigate customer conversations, and identify root causes behind emerging issues. Action Plans help teams organize, assign, and track corrective actions needed to resolve those issues.
With this integration, you can connect insights and Action Plans in a single workflow, helping ensure that identified problems lead to measurable follow-up activities.
Note: Access to this feature is controlled by the dynamic property (DP): ACTION_PLAN_ENABLED_SECTIONS with INSIGHTS_HUB value. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Key Benefits
- Create an Action Plan directly from an insight.
- Add an insight to one or more existing Action Plans.
- Track corrective actions related to RCA findings.
- Monitor Action Plan associations from the insight details pane.
- Reduce context switching between analysis and execution workflows.
Relationship Between Insights and Action Plans
The integration supports a many-to-many relationship:
- One insight can be linked to multiple Action Plans.
- One Action Plan can contain multiple insights.
This flexibility helps different teams collaborate on related findings while maintaining centralized action tracking.
Prerequisites
Before you begin:
- Ensure that Insights Hub is enabled in Conversational Analytics.
- Verify that you have permission to view and manage Action Plans.
- Ensure Action Plans are configured in your environment.
Add an Insight to an Existing Action Plan
You can associate an insight with an existing Action Plan directly from the insight card.
Steps
- Open Insights Hub.
- Locate the insight you want to act on.
- Select the More options menu (⋮) on the insight card.
- Select Add Action Plan.
- In the Add to Action Plan dialog, select an existing Action Plan from the dropdown list.
- Select Save.
The insight is added to the selected Action Plan.
Create a New Action Plan From an Insight
If no suitable Action Plan exists, you can create one without leaving Insights Hub.
Steps
Open the Add to Action Plan dialog from an insight.
Select + Action Plan.
Complete the required Action Plan information:
Field | Description |
Action Plan Name | Enter a descriptive name for the Action Plan. |
Description | Provide details about the action to be taken. |
Assign To | Select an owner responsible for completing the work. |
Status | Select the initial status, such as To Do. |
Due Date | Specify the target completion date. |
Labels | Add categories or tags to help organize Action Plans. |
Review the Insight Preview panel to confirm the associated insight.
Select Save. The system creates the Action Plan and automatically links the selected insight.
View Associated Action Plans
You can review all Action Plans linked to an insight from the insight details pane.
Steps
- Open an insight in Insights Hub.
- Open the insight details pane.
- Select Action Plans.
The pane displays all Action Plans associated with the insight, including creation dates and Action Plan names.
Manage Insight-to-Action Plan Associations
After an insight is linked to an Action Plan:
- The association is recorded in the insight's Action Plans view.
- Multiple Action Plans can reference the same insight.
- Additional insights can be added to an existing Action Plan.
- Teams can track progress and resolution activities through Action Plans.
Example Scenario
A support analyst identifies a recurring customer issue through root cause analysis indicating that a required product intent is not being created correctly.
Instead of documenting the issue separately, the analyst:
- Opens the insight in Insights Hub.
- Creates a new Action Plan.
- Assigns the Action Plan to the product team.
- Sets a due date and status.
- Saves the Action Plan.
The insight becomes linked to the Action Plan, allowing stakeholders to track remediation efforts while maintaining visibility into the underlying RCA findings.