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.