Email Trail Extraction in Sprinklr
Updated
Email conversations often contain long reply chains that repeat previous messages, signatures, and disclaimers. Email Trail Extraction in Sprinklr helps you focus only on the most relevant content by trimming unnecessary email history from customer conversations.
What Is Email Trail Extraction?
Email Trail Extraction is a capability in Sprinklr that automatically identifies and clips repeated or quoted email content from an email thread. This includes:
Previous replies in the same conversation
Email signatures
System-generated footers or disclaimers
As a result, agents can view only the latest and most relevant message content, improving readability and reducing noise in the Care Console.
This feature is especially useful for long-running support conversations where each reply includes the full email history.
Why Use Email Trail Extraction?
Using Email Trail Extraction helps you:
Quickly understand the customer’s latest query
Reduce time spent scrolling through long email threads
Improve agent efficiency and response quality
Maintain a cleaner and more consistent conversation view in the Care Console
Enabling Email Trail Extraction
Email Trail Extraction is not enabled by default.
Note: To enable Email Trail Extraction for your environment, you must raise a ticket with Sprinklr Support. The support team will enable this functionality at the backend.
Once the feature is enabled, no additional configuration is required from your side.
Using Email Trail Extraction in the Care Console
After Email Trail Extraction is enabled, you can see its effect directly in the Care Console when handling email cases.
How It Works in the Care Console
The Care Console displays a trimmed version of the email content.
Only the most recent customer message is shown by default.
Repeated replies, signatures, and older content are clipped from the main view.
Agents can focus on responding without distraction from redundant information.
In the Care Console, the Show trimmed content option indicates that the email has been processed using Email Trail Extraction. Click the option to open the trimmed content in reply pane.
Email Trail Extraction enhances the overall email handling experience by improving readability and removing repeated or unnecessary email history from conversations.