Email Profile Extraction

Updated 

What Is Email Profile Extraction?

Sprinklr’s Email Profile Extraction feature addresses a common issue: when multiple customer emails are received from a shared or generic email address, such as:

  • no-reply@webform.com

  • support@brand.com

This often happens with web forms or automated systems, where the actual sender’s identity is hidden behind a single “From” address.

Key Benefits

  • Accurate customer profiles

  • Improved case tracking and reporting

  • Personalised customer engagement

  • Eliminates confusion from shared sender addresses

Problem Statement

By default, Sprinklr links all emails from the same sender address to one customer profile. For example:


Submission



Email “From”



Case Profile Created Under



Customer A



no-reply@webform.com



no-reply@webform.com



Customer B



no-reply@webform.com



no-reply@webform.com



Customer C



no-reply@webform.com



no-reply@webform.com


This makes it difficult to identify and engage with the actual customers behind the requests.

The Solution - Email Profile Extraction

Many emails contain the real customer’s email address in the body (e.g., form submissions). This feature:

  • Scans the email content for the actual customer’s email.

  • Creates or matches the correct customer profile.

  • Associates the case with the real customer, not the generic sender.

Example: With Email Profile Extraction Enabled


Submission



Email Body Contains



Case Profile Created Under



User A



usera@example.com



usera@example.com



User B



userb@example.com



userb@example.com



User C



userc@example.com



userc@example.com


When Should You Use This Feature?

Enable Email Profile Extraction if:

  • You receive emails from a shared address used by multiple customers.

  • The real customer’s email is consistently present in the email body.

Common Use Cases:

  • Webform submissions

  • System-generated messages

  • Any scenario where:

  • The “From” address is generic

  • Customer-identifying info is in the message content

Requirements for Activation

To ensure this works effectively:

1. Emails must originate from a specific shared address.

2. The customer’s email must be reliably included in the email body.

Example Email Body:

Form submission details:

Name: John Doe

Email: johndoe@example.com

Message: I'd like to know more about your service.

How to Request Activation

1. Review your incoming email templates to confirm they include the customer’s email.

2. Contact Sprinklr Support with:

  • The shared sender address

  • A request to enable Email Profile Extraction

3. Sprinklr will review and configure the feature for your brand.