Capabilities of Guided Workflows
Updated
A Guided Workflow is a robust tool for business process automation, crafted to simplify operations by gathering inputs and performing actions based on a predetermined workflow. By integrating various capabilities of Guided Workflows, customer support teams can assist their clients more effectively and swiftly, leading to shorter resolution times and higher customer satisfaction.
Personalizable User Interface: Customize workflows using a GUI builder to simplify complex Standard Operating Procedures (SOPs) into guided journeys for agents and customers.
Multilingual Translation: Support for over 120 languages in customer-facing guided workflows, ensuring global accessibility.
Case Management: Create support tickets within Sprinklr by gathering inputs directly from customers.
API Integrations: Real-time data fetching via APIs to enhance guided workflows with up-to-date information.
CRM Integration: Seamlessly integrate with existing CRM and business applications for extended functionality.
AI-Powered Workflow Recommendations: Proprietary AI models recommend workflows based on the context of customer conversations.
OCR Scanning & Image Processing: Automate workflows by using Optical Character Recognition (OCR) and image processing capabilities.
Sending Communications: Send messages through various channels like SMS, email, or WhatsApp to internal teams or customers.
Styling Builder: Customize workflow styling to align with your brand's visual identity.
Appointment Booking: Enable customers to book appointments with their preferred date and time.
Automatic Workflow Triggering: Automatically trigger workflows in real-time based on specific conditions.
Interactive Elements: Add buttons, links, and forms to make workflows more interactive.
Sprinklr Database Operations: Guided Workflows provide powerful capabilities like Get, Create, Update, and Retrieve Records for Standard/Custom Entities built in Sprinklr to manage Sprinklr Custom Database.
PCI-Compliant Data Capture: Securely collect customer data, adhering to PCI compliance standards.
Visual Aids: Incorporate diagrams, videos, or images to guide users through workflows.
Progress Tracking: Display user progress during workflows, helping them stay informed.
Customer-Facing Workflows: Help customers solve common issues independently through guided workflows.
Callback Scheduling: Enable customers to schedule callbacks at their convenience.
Reporting and Analytics: Measure workflow performance with comprehensive reports and identify areas for improvement.
Document Generation: Automatically generate documents from collected data and email them to relevant parties.
UAE Pass Integration: Authenticate customers through UAE Pass integration for added security.
Calling Capabilities: Transfer calls directly to IVR systems or agents as needed.
Dynamic URL Generation: Generate and share dynamic URLs to collect data from customers in real-time.
Pre-Filled Data: Use pre-filled data from Sprinklr entities, such as cases or profiles, to streamline workflows.
Standard Templates: Deploy pre-built templates for common use cases to save time on workflow creation.
Standard Reporting: Access pre-built reporting dashboards for easy performance tracking.
Drag-and-Drop Components: Easily rearrange screen elements using the drag-and-drop feature for better customization.
Copy to Clipboard Actions: Copy content from text or tables directly into response boxes with one click.
AI-Based Script Generator: Use Sprinklr's AI capabilities to generate scripts for complex use cases automatically.
Macro Triggers: Rules and Macros, which are automation capabilities of Sprinklr, can also be triggered through GWs. For more information, refer to Components of Transition Screen - Apply Macro.
Call recording management: You can start, pause, or delete full call recordings and record, pause, or delete specific conversation snippets within Guided Workflows, giving agents granular control over what is captured during a call. For more information, refer to Components of Transition Screen - Record Snippet.
Profile management: loading profile context, opening profile record page, and updating profile. Fore more information, refer to Profile Management Elements.
Auto-Update API References Across Workflow Nodes
When you rename an API, screen component, node, or variable in a Guided Workflow, all associated references can be updated automatically. If the selected item is referenced elsewhere in the workflow, a confirmation prompt displays the affected locations. After confirmation, all related references are updated automatically, helping maintain consistency and eliminating the need for manual updates across multiple nodes.
Improved Node Selection Experience
The Element selection pane displays all available workflow nodes, including those that are not supported at the current insertion point. Unsupported nodes appear greyed out and disabled, making it easy to understand which node types are available while preventing invalid workflow configurations.
Search for Workflow Nodes and Actions
You can search for workflow components and actions directly by name, even when they are nested within different nodes. Search results show matching items along with their location in the workflow, allowing you to quickly navigate to the relevant node or configuration area.
For example:
- Searching for Apply Macro displays the nodes where the action is available.
- Searching for Dynamic Table directs you to the screen components that support adding a Dynamic Table.
This enhanced search experience improves discoverability, reduces the need to manually locate components and actions, and helps make workflow configuration faster and more efficient.