Care Console iFrame

Updated

3 days ago

Sprinklr's Care Console is a comprehensive, omnichannel customer support platform designed to help businesses manage customer interactions across various channels, including social media, email, chat, and more. The Care Console iFrame is an embeddable interface that allows companies to integrate Sprinklr's customer care capabilities directly into their existing business applications primarily CRMs.

We have unified customer experience across CRMs (Salesforce, Zendesk, MS Dynamics and ServiceNow) by migrating Iframe Conversation UI from legacy agent console to the modern Care Console.

Case Conversation Pane

Using the Case Conversation Pane, agents can read the conversation and reply to the customers.

S.No	Title	Description
1	Refresh	Click to refresh the conversation.
2	Options Icon	Hide Notes: Hide the notes in the conversation pane at the user level. View Activities: View the activities such as assignment/unassignment of a case from the conversation pane at the user level. Video Call: Start a video call with the customer. Show Transcripts: This feature allows to show a transcript( for security purposes) and the button is present in options icon. Apply Macro: Applying a macro such as assigning messages, archiving messages, changing the sentiment, setting reminders, etc. Download all attachments: Download all the attachments associated with the case. View Translated: Option to translate the all messages in the conversation. Request Co-browsing: The agent sends a request to the customer to start a co-browsing session. The customer must accept the request to allow the agent to view and interact with their screen within specified limits. Enter Co-browsing: The agent joins an ongoing co-browsing session after the customer has accepted the request. Share your Screen: The agent shares their own screen with the customer. Call on Live Chat: When you click on the “Call on Live Chat” button, a call is initiated and it rings on the customer’s side. The customer can successfully pick up the call. After the call ends, the recording of the conversation is saved within the chat. You can download this recording successfully for future reference. Customers also have the ability to call an agent. However, for this to happen, the case must be assigned to the specific agent (mapped user) who will handle the call.
3	Brand Account Name	View the brand name the customer message was sent to.
4	Locale Supported	Note: If we change the locale in Salesforce and it is supported by Sprinklr, then that locale would be followed. If the locale is not supported, the locale set for the user on the Sprinklr platform would be used instead.

Message Actions

S.No	Title	Description
1	Outbound Message Actions	Edit: Option to edit the outbound message. Approve: Option to approve the outbound message Reject: Option to reject the outbound message Edit & Approve: Option to edit and approve the outbound message. Reschedule: Option to reschedule the outbound message. Recall: option to recall the outbound message and revert to draft state. Note: The above functionalities are only visible to people who are present in approval flow.
2	Inbound Channel Actions	Facebook Channel Actions: Added support to reply/reply on comment, comment/comment on post, private message. Added support to pass the control of thread to secondary agent, revoke the access, and request control of the thread. Twitter Channel Action: Added support to mark a tweet as a favorite (or "liking" it) or removing it from favorites (unliking it).

Reply Box

The Reply Box is the primary component of the conversation pane, equipped with all the essential features to help users craft and enrich their responses.

S.No	Title	Description
1	Channel	Select the channel to reply from.
2	Add Note	You can add note to the response as per your needs through reply box.
3	Expand Reply Box	Click to expand the reply box in case of longer replies.
4	Reply	You can add the following to your response as needed: Images(directly from PC as well) Videos Links Canned Responses Custom Content Placeholders Emojis, or GIFs The Smart Assist button present in reply section driven by AI recommends Similar Cases, Knowledge Base Articles, and Guided Workflows for agent assistance. Use Sprinklr AI+ button in reply box to enhance the Iframe Reply Box with AI+ capabilities, facilitating text expansion, tonality analysis, message translation, and grammar correction for improved communication. NOTE: Using the Content Placeholder option, you can send Secure Forms for collecting PII or any other sensitive customer data. Sprinklr AI+ button is only visible when DP is on and relevant permission is given to the user. Now, you can also paste the copied image(s)/video(s) into the reply box instead of adding them using the respective icons.
5	Reply Properties	Set the reply properties as required. In this section, you can choose campaign, approval path, roles etc.
6	Reply Account	Choose the account to reply from.
7	Reply type	Select the reply type. These options will vary based on the social channel.
8	Schedule Message	Schedule the preferred time of reply.
9	Preview	Use this option to preview the response before sending the response. You can review the content and formatting of your response and make any necessary edits before clicking Send.
10	Send	Click Send to send the reply. Click the dropdown icon alongside the Send button to save the message as draft. A notification is also triggered when the message is published/deleted successfully.

Customer Profile Pane

S. No	Title	Description
1	Profile Conversations	Conversation Refresh: Click to refresh the conversation. Filter: Messages can be filtered on the basis of sentiment/ priority/ status etc. Search Messages: Search through the conversation. Apply Macro on Message: Apply a macro to the message Mark as spam: Mark the message as Spam. Refresh Conversation: Click to refresh the conversation.
2	Profile Collaborations	Option to add collaborations/Notes. Option to react, reply, delete or edit the collaboration message.
3	Profile Overview	In Overview section: Profile properties customer details such as age, follower count, following count etc is visible.

Notification Alert in Sprinklr iFrame

To enhance the responsiveness of CRM agents, Sprinklr introduces a tab highlight notification alert within the iFrame. This feature ensures agents never miss a new customer message, even when they are working outside the iFrame context.

How It Works?

When a customer sends a new message, the tab containing the Sprinklr iFrame will visually highlight, serving as an alert for agents. This notification mechanism helps agents stay informed in real-time and respond promptly, improving overall customer engagement.

Enablement Note: Select the "Highlight tab for new messages" checkbox in Sprinklr Case Detail Page layout to activate the notification alert for incoming customer messages.

Key Benefits

Increased Agent Responsiveness: Agents can quickly notice and address new customer messages without constantly monitoring the iFrame.
Seamless Multitasking: Agents working on different tasks or in other CRM sections can still stay updated on customer interactions.
Improved Customer Satisfaction: Faster responses lead to better customer experiences and stronger relationships.

With this Notification Alert in Sprinklr iFrame, agents can maintain efficient workflows while ensuring no customer query goes unnoticed.

Smart Responses

Smart Responses are contextually relevant reply suggestions generated for agents based on the ongoing conversation. These suggestions are generated by leveraging Sprinklr’s in-house large language model (LLM), which uses machine learning to analyze the conversation and generate appropriate responses.

Smart Responses Feedback Actions

Agents can provide feedback to help improve the quality of future Smart Response suggestions. To submit feedback, follow these steps:

Hover over a Smart Response to display the Thumbs Up and Thumbs Down icons.
Click Thumbs Up if the suggestion was helpful.
If the suggestion was not helpful, click Thumbs Down. A feedback window will appear with a list of reasons.
Select the most relevant reasons and click Submit.

Your feedback helps enhance the accuracy and relevance of future Smart Response suggestions.