VIEW_CASE_MESSAGE
Updated
The Case Message view consolidates all messages associated with a case across channels, including both customer and brand messages. It captures message identifiers, sender details, channel, participating agents, account context, and message metadata. Below are some of the scenarios where this Report is beneficial:
Cross-Channel Case Conversation Analysis: View all customer and brand messages associated with a case in a single place to understand the complete conversation history across channels.
Agent Response and Collaboration Tracking: Analyze participating agents, message ownership, and interaction patterns to evaluate service performance and collaboration during case resolution.
Case Resolution and Customer Experience Reporting: Correlate message activity, channel information, account context, and message metadata to identify resolution trends, customer engagement patterns, and opportunities to improve service outcomes.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | PII Field | Unique Key |
ACCOUNT_ID | Unique ID of the customer account. | VARCHAR | No | No | No |
BRAND_RESPONSED_BY_USER_ID | ID of the brand agent who responded. | NUMBER | No | No | No |
CASE_NUMBER | Support case or ticket number. | VARCHAR | No | No | No |
CHANNEL_TYPE | Channel used Sample Values: PINTEREST, SPRINKLR_LIVE_CHAT, FACEBOOK |
VARCHAR |
No |
No |
No |
HAS_BRAND_RESPONSE | Flag indicating if brand responded. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
IS_BRAND_RESPONSE |
Flag showing whether this message is from the brand. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
MESSAGE | Text content of the message. | VARCHAR | No | Yes | No |
MESSAGE_SENT_BY | Name/ID of the sender. | VARCHAR | No | Yes | No |
MESSAGE_SENT_BY_FLAG | Sender type (USER/AGENT/SYSTEM). | VARCHAR | No | No | No |
SENTIMENT | Sentiment score of the message. Sample Values: -1, 0, 1 |
NUMBER |
No |
No |
No |
MESSAGE_DATE | Timestamp when message was sent. | TIMESTAMP_NTZ | No | No | No |
ID | Unique identifier for the message record. | VARCHAR | No | No | No |
UNIVERSAL_MESSAGE_ID | Cross-platform unique message identifier. | VARCHAR | No | No | Yes |
Intended Use and Prohibited Uses
DataStream is intended solely to support operational efficiency, service delivery, business intelligence, and process optimisation. The product is not designed or intended for employee monitoring, workplace surveillance, performance evaluation, profiling of individuals, or making decisions that materially affect an individual's employment, rights, opportunities, or access to services.
DataStream does not process biometric data for the purpose of identifying individuals and does not perform emotion recognition, affect detection, or emotion inference in the workplace.
Customers must not use DataStream in a manner inconsistent with these intended purposes and remain responsible for ensuring compliance with applicable legal and regulatory requirements as well as with Sprinklr's Acceptable Use Policy.