The Transaction Record Event enables teams to trigger automated workflows whenever a new transaction is ingested into Sprinklr. This capability enables businesses to take immediate, context-aware actions based on transaction data—such as purchases, refunds, service visits, or loyalty redemptions—and deliver personalized surveys or follow-ups for each customer interaction.

​

By leveraging transaction-level metadata like amount, location, or product category, businesses can customize survey content and timing to match the exact context of the interaction. This ensures consistent engagement after every customer touchpoint, automates feedback collection, and drives data-driven personalization at scale.

A transaction represents a specific customer interaction — such as a purchase, refund, or loyalty redemption — captured as structured metadata within a Transaction Group. These groups can be populated through a one-time import, a Unified Data Connector (UDC), or an API request.

Once data is ingested, Sprinklr automatically creates the associated transaction records and creates/updates relevant customer profiles. Each record can include fields like transaction type, amount, location, and timestamp, allowing you to define workflow conditions and trigger contextual actions, such as survey distributions or alerts, based on real customer behavior.

The workflow offers the following benefits:

• End-to-End Workflow Automation: Automatically triggers surveys, alerts, or profile updates whenever new transaction data enters Sprinklr—removing manual dependencies or delays.

• Dynamic Personalization: Uses transaction attributes (like product type, amount, or location) to tailor survey language, content, and tone for each customer interaction.

• Scalable Orchestration: Handles hundreds of transaction sources and groups through a single workflow, ensuring centralized logic for global programs.

• Real-Time Responsiveness: Responds instantly to customer actions—such as purchases, support resolutions, or loyalty events—by automating relevant follow-ups.

• Consistent Feedback Capture: Ensures every customer interaction, whether batch-uploaded or API-driven, automatically triggers the right survey, ensuring no experience is missed.

Steps to Create the Workflow

Follow the steps below to create the workflow:

Navigate to CFM Persona App → Select Program → Survey Project → Workflows

​

When creating a workflow inside a project for the first time, you'll encounter an empty state like the one shown below. If you’ve previously created workflows, you will see a record manager displaying all your existing workflows.

​

​

• To get started, simply click on "+ Automation" and Select ‘Workflow' to begin.

  ​

  

  ​

• After clicking Next, you’ll be redirected to the event selection screen, where you’ll find all four supported events available for CFM workflows. Each event will be accompanied by a description, use cases, and instructions on how to apply the event to your workflow. 

  ​

  ​

  ​

• For this workflow, we’ll choose the Transaction Record Event. The chosen event dictates the actions and conditions that can be applied within the workflow, and are triggered based on the event's occurrence.

• The next step is to provide a name for your workflow, along with an optional description. You can also specify a start and end date for the workflow.

  ​

  ​

• Select one or more Transaction Groups on which the workflow would run. These groups should be shared to the survey for them to show up here.
  

  Note: Selecting a Transaction Group means the workflow will run every time a new transaction is added to the group(s). Each workflow execution uses the metadata in the incoming transaction and follows the path as determined by the canvas for conditions actions.

  ​

  The workflow does not run on any transactions that were already present in the group; it only executes for transactions ingested after the workflow is activated.

Hit Save and you’ll be taken to an empty workflow canvas where you can start configuring your flow with actions and conditions.

The next step is to add actions and conditions, which will define the journey and flow within the workflow. Click on the plus button, and you will see a list of all the supported actions and conditions available.

• Add a condition by clicking the plus icon.

  • Once the conditions are set, you can add actions by clicking the plus icon. These actions are triggered based on the conditions defined earlier, allowing you to automate responses accordingly.

How to use it?

1. Create your Transaction Group

   • Begin by creating a Transaction Group of the appropriate type. Workflows accept three types of transaction groups: Unified Data Connector (UDC), API, and Import.

   • For most ad hoc or scheduled upload scenarios—such as uploading files or ingesting data through SFTP, Google Cloud Storage, or similar sources—the Unified Data Connector (UDC) is recommended. It offers a flexible way to bring data into Sprinklr, whether manually or through fully automated pipelines.

   • If you plan to send transactions programmatically from an external system in real time, create a Transaction Group of type API, and setup the API.

   • After creating the group, share the Transaction Group with the survey projects where you intend to run the workflow. Only shared groups will be available for selection inside workflows.

2. Create Your Workflow:

   • Start by building your workflow within the Sprinklr platform. Define the actions and conditions based on customer interactions that you want to automate (e.g., profile creation or update).

   • Use the workflow editor to define customer journey steps, such as interactions from external triggers like website form submissions, purchases, or cart abandonment.

3. Set Up External Triggers, if needed:

   • Use such as an e-commerce platform or CRM system, via the Transaction  API.

   • Ensure that profile creation or updates are triggered when customers interact with your business (e.g., making a purchase, filling out a form).

   • Set conditions for triggering surveys based on specific customer attributes (e.g., purchase history, location, or other profile data).

4. Automate Survey Distribution:

   • Once a customer profile is created or updated, use the workflow to trigger survey distributions.

   • Create a trigger-based distribution and choose the same that best suits the customer’s preferred channel.

   • The survey will be personalized based on the customer profile and sent automatically without manual intervention.

5. Test and Optimize:

   • Test with real-life customer interactions to ensure profiles are created and surveys are sent correctly.

   • Regularly review and refine customer profile data to ensure survey responses are relevant and effective.

​