To meet the unique requirements of each channel, the Reply Box adapts its behavior so agents and admins can handle conversations consistently and effectively.

Google RBM

The Google RBM icon appears above the Reply Box only when both of the following conditions are met:

• A contact number is present in the customer profile.

• Google RBM is selected in the Channel Switcher Based on Contact information configuration in the Persona App.

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Enable Recipient Selector

To enable the recipient selector (To field) for Google RBM, follow these steps:

1. Open the Care Console Manager. For steps, see How to Access Care Console Layout Manager?

2. Locate the layout for your Care Console and open it for editing.

3. Click the Conversation Widget.

   The Settings pane will appear on the right

4. In the Settings pane, select Google RBM from the Channels to enable recipient selector dropdown.

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All numbers associated with the customer profile are displayed in the recipient selector dropdown. Only numbers that are eligible for Google RBM communications are selectable. Numbers that are not eligible remain visible but are disabled.

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Source Agnostic

Source Agnostic accounts can be explicitly configured as SMS accounts using the Channel Type field. Admins can edit an existing account or add a new one. For steps, see Setting Up Source Agnostic Account.

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When Channel Type is set to SMS, the account inherits SMS behavior. The Reply Box functions the same as the SMS channel. The recipient selector (To field) is shown by default, displaying valid phone numbers so agents can select the correct recipient when multiple numbers are available. This enhancement standardizes Source Agnostic reply behavior, reduces agent confusion, and ensures SMS‑level reliability.

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Community

Care Console supports editing all fields for community posts, ensuring parity with the native Community channel experience. Along with editing the post content, agents can update supported post properties such as the title, post type, and category.

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To edit a Community post, follow these steps:

1. Open Care Console.

2. Locate the Community post you want to edit.

3. Hover over the post and click the three‑dot icon to open More Options.

4. Select Edit Post.

   

   The Edit Post window opens, where you can update the content, post type, title, and tags.

Restrict Reply Channels

Care Console lets agents reply across channels based on customer contact information. For example, when an email address is added to a customer profile, the Email channel becomes available, and when a phone number is added, channels such as SMS, WhatsApp, and others may appear. Some organizations may prefer to limit which channels are used for certain cases, even if the customer’s details allow multiple options.

The Case Reply Box Disabled Channels property allows administrators or agents to disable selected channels at the case level. Once chosen, those channels are removed from the reply composer for that case, ensuring replies are limited to approved channels.

Using the Case Reply Box Disabled Channels Property

1. Click the New Page (+) icon to open the Launchpad.

2. Under Sprinklr Service > Resolve, click Care Console.

3. In the Case Stream pane, click a case to open it.

4. In the top‑right corner, click View Case Details.

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5. Go to Properties.

6. Search for the Case Reply Box Disabled Channels property.

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7. From the dropdown, select the channel you want to disable.