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Shortcuts in Care Console

ActionsKeyboard ShortcutsOpen the macro box at the case levelCmd/Ctrl + mSend a messageCmd/Ctrl + EnterIf you wish to define shortcuts for specific channels and not for others (such as email), you can create channel-specific configurations to determine whether a particular channel should have no sho

Service

Knowledge Base Article

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Agent Desktop Shortcuts

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VKontakte as a Listening source

By adding VKontakte as a Listening source, you can listen to and learn from VKontakte data in real-time. ​VK, aka "Russian Facebook", is Russia's largest social media platform. VKontakte attracted millions of users around the former Soviet countries, such as Kazakhstan, Belarus, Latvi

Insights

Knowledge Base Article

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VK

RS
Scheduling Options in Ads Composer

While composing an ad campaign, within the Budget and Scheduling tab, once you have filtered the asset based on a common keyword associated with the ad-set, you can choose to apply the budget configuration and Dayparting to all the ad sets together, rather than configuring it individually. Follow th

marketing

Knowledge Base Article

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Functionalities

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What is a Customer-Facing/External Guided Workflow?

OverviewA Customer-facing/External Guided Workflow is an interactive, step-by-step interface that empowers customers to independently address their queries. It can be seamlessly integrated into client websites, Sprinklr communities, or knowledge base articles. These workflows offer a wide range of f

Service

Knowledge Base Article

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What is a Customer-Facing Guided Workflow?

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Apply widget filters

Widget filters are used to refine and customize the data displayed in widgets. Widgets are visualizations of data that can be added to dashboards to monitor social media performance.Filters allow users to specify which data they want to include or exclude in the widget based on specific criteria. Fo

marketing

Reporting

Knowledge Base Article

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Set up Reporting Widgets

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Deep-dive into Media Stories

The Story Drill-down dashboard is designed to help PR professionals and other stakeholders understand the events at large and measure the criticality of an event.Each of these tabs takes you through the different aspects of the story and helps in a comprehensive understanding of the progress of an e

Insights

Media Insights

Deep-dive into Media stories

Media Stories

Knowledge Base Article

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Media Stories

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Add Task in Kanban View

OverviewThere are multiple ways to add Tasks in Kanban view in Project Management. The first method is using the Add Task button which you can learn more about here. Specifically for Kanban view, you can also add a Task by clicking the + icon on top of each Task stack. Add Task to Kanban Stacks1.

marketing

PM_TASK_KANBAN_VIEW_2

Knowledge Base Article

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Task Kanban View

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Simplified Context Switching

Simplified Context Switching enables the bot to automatically move users to a different dialogue tree when a new issue type is identified during a conversation. This typically occurs when a user provides an unexpected response or when the response does not match the configured intent or entity.By dy

Knowledge Base Article

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Configuration

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Two-Factor Authentication for New User

You can add a second layer of security to your Sprinklr accounts using the Two-factor authentication. Once this is added, users will have to enter TOTP (Time-based One-Time Password) in addition to their username and password. Follow the steps mentioned below to set up 2FA in Sprinklr for a new use

social

Knowledge Base Article

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Advanced Capabilities

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How to Sync Ad Account Data in Ads Manager

You can sync account data for a particular account to get the latest data. If there are multiple sync requests for an account in a time span of ten minutes, the latest ones are ignored.To Sync Account DataClick the New Tab icon .  Under the Sprinklr Marketing (Ads) tab, clic

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Step-by-step overview for an Email Marketing Campaign

In this article, you will learn the step-by-step overview of the entire process for running an Email Marketing campaign in Sprinklr. 1. Create a campaignCreate a campaign or modify the existing campaign to send it across to the segmented users.2. Importing leads into SprinklrGather valuable leads by

marketing

audience

Targeting

Email Marketing

+2

Knowledge Base Article

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Setting up Email Marketing 

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Measuring Performance via Golden Test Set

Before you start, See How to Setup Golden Test Set?Steps to view performanceMake sure that the Perfomance Calculation for the golden test has been processed.​​​​Switch to different versions to view and compare golden test set reports. You will view the following columns for each version.Support - Nu

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Set Up NLU Based Intents

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Ads Composer Section 5: Advanced Configuration

In the Advanced Configuration section, you can apply tags, pixels, benchmarks and DCM-related fields. You can apply these changes at the following levels:Campaign Level: Campaign Name, Campaign Tags, Tags, Paid Initiative Custom Properties, Benchmark, Configure Third-Party Tracking, Pacing Group.Ad

marketing

Knowledge Base Article

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New Campaign Creation

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Customize Queues Dashboard Using Record Manager

The Queue Monitoring screen is a centralized, real-time dashboard that allows supervisors to monitor work queues, view the agents assigned to those queues, and track their current statuses and states. You can configure and manage the Queues Monitoring dashboard through the Record Managers screen wit

Knowledge Base Article

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Queue Monitoring

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Roles and Permissions

To ensure that the users on the Sprinklr platform are set up with the appropriate access to the Conversational AI features, you need to assign the right permissions to their roles.​Discovery Runs​PermissionDescriptionViewAccess and view Discovery Runs.EditEdit Discovery Runs.DeleteDelete Discovery R

social

Knowledge Base Article

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Roles and Permissions

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Request Source in Outbound Message Conditions

When creating outbound rules, users can use Request Source to set custom fields, tags, or campaigns based on the source of messages or to force a mandatory approval path for messages coming from widgets. Request Source is just a condition in the rule engine with respect to outbound messages.Rule Cre

Publishing - SES

Request Source in Outbound Message Conditions

Request Source

Outbound Message

+3

Knowledge Base Article

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Automation in publishing

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Command Center: Support for Conversation Insight

The Sprinklr Display-powered Command Center offering now supports Conversational Insights, you can now leverage AI-powered clustering capabilities to generate rich consumer insights and content ideas by discovering unknowns and ensuring your content resonates with your audience. You can now automati

Display - SES

Command Center: Support for Conversation Insights

social

command center

+2

Knowledge Base Article

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Display

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Survey Builder Overview

With the Survey Builder module, you can create fully customized surveys using a wide range of pre-built templates and an extensive template library. Whether you choose a template tailored to your needs or build a survey from scratch, you’ll have complete control over questions, themes, and branding.

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Survey Builder Overview

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Redirect Queued Voice Cases to IVR

Supervisors can now proactively manage high voice-queue volumes by redirecting queued voice cases to an informational IVR directly from the Supervisor Console.From the Case Monitoring Dashboard, Supervisors can select one or multiple queued voice cases and use the new Redirect to IVR action to trans

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Call Controls Features and Functionalities

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Information Card

Information cards let you display information in various layouts, such as image-only, text-only, text with images, or text with icons on the Home Screen of Live Chat. You can add and configure these cards on the Home Screen of your Live Chat, and optionally include buttons to let users take actions.

Service

Knowledge Base Article

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Home Screen