Call Snippet Recording
Updated
A Call Snippet is a specific portion of a call recording that captures content of particular importance or relevance to an organization. For example, during a 20-minute conversation between an agent and a customer, the portion where the agent explains the purchase terms, warranty, or conditions can be recorded as a snippet.
Snippets help organizations retain, review, and retrieve key sections of a call without accessing the full-length recording. This feature is especially useful for compliance, quality audits, and legal verification.
Key Benefits
Targeted Access: Quickly access important call segments without playing the entire recording.
Compliance Support: Provides verifiable audio evidence for commitments, consents, or disclosures made during a call.
Extended Retention: Snippet recordings can have a longer retention period compared to standard call recordings, supporting governance and legal requirements.
Independent Recording: Snippets can be recorded independently of the main call recording. The main recording does not need to be active to start a snippet.
Configure Recording Snippet Types
To define the types of snippets that agents can select during a call, configure the Recording Snippet Type custom field.
Follow the steps below to configure Recording Snippet Types:
From the Sprinklr Launchpad, open Custom Field Record Manager.
In the Search tab, enter Recording Snippet Type and locate the corresponding custom field record.
Click the vertical ellipsis (⋮) icon and select Edit.
On the Edit screen, go to the Set Values section.
In the Values subsection, click the (+) button to create a new snippet type.
Click Update to save your configuration.
Note: The values added here appear as options in the Snippet Recording Type dropdown menu under Call Controls during a live call.
Control Visibility of Snippet Types
You can restrict the visibility of specific Snippet Types to certain users or user groups.
To do this, enable the Custom Field “Value” Visibility Control toggle in the configuration page. This option allows you to define which users or groups can view particular snippet types during a call.
After enabling the toggle:
In the Custom Field Values field, select the snippet type you want to control visibility for.
In the User/User Group field, select the user or user group who should have access to that snippet type.
This configuration ensures that only authorized users can view or select specific snippet types in the Call Controls panel.
Record Call Snippets
Agents can record snippets during an active call to capture important portions of a conversation.
Prerequisites
The user must have Call Recording permission enabled.
Follow the steps below to record a call snippet:
During a live call, open Call Controls.
Click the Record button.
In the Record Call panel, navigate to the Call Snippets tab.
From the Snippet Type dropdown, select the appropriate snippet category.
Click Start to begin recording the snippet.
Click Stop once the required portion of the conversation has been recorded.
Note: Snippets can be recorded even if the main call recording is not active.
Call Snippet Recording enables agents to capture and retain only the most relevant parts of customer interactions. By configuring snippet types and recording key call segments, organizations can improve compliance tracking, reduce review time, and maintain accurate records for future reference. This focused approach ensures better governance and efficient access to critical conversation details.