Enhanced Message Preview in Engagement Columns
Updated
Overview
Currently, users need to scroll extensively to take action on a case or message because the full message is displayed by default, regardless of its length. This can slow down workflows and make it harder to quickly identify actionable items.
To improve usability, we’re introducing a condensed preview for messages in Engagement columns for channels with Rich text.
Enhanced Message Preview
In the new and enhanced message preview, messages in the engagement column will observe these changes:
Preview lines: Only the first 3-5 lines of the message will be shown by default (if the Dynamic Property (DP) ENGAGEMENT_RENDER_MINIMIZED_TEXT_FOR_RICH_TEXT_CHANNELS is enabled).
‘View Full Message’ option: Users can click View Full Message option to expand and view the full message.
This approach balances visibility and efficiency, allowing users to quickly scan multiple messages and act without excessive scrolling.
Note: This enhanced preview is currently DP controlled. The ENGAGEMENT_RENDER_MINIMIZED_TEXT_FOR_RICH_TEXT_CHANNELS DP controls how rich-text messages appear in Engagement previews. When enabled, emails, forums, and similar channels show a short plain-text snippet in columns and message lists, about three to five lines, with an action to view the full message. Clicking opens a modal with the complete rich text and formatting, keeping columns compact and scannable. This applies to inbound and outbound previews across cells, threads, and the third pane. When disabled, previews behave as before, showing content directly in place without the truncated plain-text view or modal action.
How to See the Enhanced Preview
Click the New Tab icon
. Under the Sprinklr Social tab, click Engagement Dashboards within Engagement.
On the Engagement dashboards screen, select and access youre preferred dashboard or create one for a Social Channel of your choice.
In the Engagement columns, the message will only be shown as first 3-5 lines (if the Dynamic Property (DP) ENGAGEMENT_RENDER_MINIMIZED_TEXT_FOR_RICH_TEXT_CHANNELS is enabled).
To view the full message, click on View Full Message option provided after the 3-5 lines in the message. The full message appears as a popup (shown in the images below).
Benefits
Faster navigation: Quickly view and act on cases/messages without scrolling through long content.
Cleaner interface: Reduces visual clutter in Engagement columns.
User control: Users can expand messages as needed to view full content.