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Apply Handover Protocol Using Rule Engine

Handover Protocol is a functionality that allows bots and agents to hand off control of the conversation on Instagram to each other. This article walks you through the process of setting rule engine flow with the actions and controls present for Instagram hand over protocol process. Apply Handover P

Knowledge Base Article

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Advanced capabilities

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Agent Activity Log Report

In addition to tracking the agent availability status assign and removal times, you can also access detailed information about agent state changes. These state changes encompass transitions between various agent states, such as On Call, After Call Work (ACW), Idle, and Working on a Case. This functi

Knowledge Base Article

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Reporting Entities and its Relation

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Guided Workflow Display Components - HTML Display

OverviewThe HTML Display option allows you to incorporate and customize additional content, enabling the creation of rich, visually appealing descriptions to enhance the guided workflow. You can use HTML tags within the designated section to format and style the content as needed.To make the individ

Knowledge Base Article

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Guided Workflow Canvas

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How does the Product Insights model identify insights?

A mention is the base unit of analysis within Sprinklr Listening. One mention is equivalent to a single post or comment from a data source.Sprinklr’s Product Insights models identify insightful phrases or sentences within each mention, which are then mapped to relevant categories (L1/ L2/ L3) and se

Knowledge Base Article

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Advanced Concepts

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Google DV360 Insights in Ads Reporting

Click the New Tab icon. Under the Sprinklr Marketing - Advertising tab, select Ads Reporting within Analyze.Create a reporting dashboard and add a widget to start analyzing your campaign data. Note:Sprinklr currently supports a specific set of metrics and dimensions using which you can report on you

Knowledge Base Article

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Reporting & Analytics

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CTI Troubleshooting Screens

These error screens help users and administrators quickly identify and address issues related to configuration, authentication, voice application availability, status settings, and permissions.No User Due to API/Auth Error - "No User Configured":Description: This error occurs when the host

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Troubleshooting Screens

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Add and Manage Columns in Project List View

In Project Management, you have the capability to create your own columns and control their visibility within the project list view.  Permissions: You should have either owner or admin permissions in Portfolio to add and manage the columns. Add a New Column to Project List View The project list view

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PM_PROJECT_SHEET_VIEW_2

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Project List View

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Service Command Centers Powered by Sprinklr Display

Service Command Centers are purpose-built, Always On displays that drive accountability through real-time transparency. They offer AI-powered insights and KPIs in real-time from 30+ sources across voice, digital, social, first-party, and third-party channels. These insights enable leaders and superv

Display - SES

Social - SES

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Display

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Voice Recording Segmentation

Increasing regulatory requirements and data privacy concerns have made unrestricted access to voice recordings a significant risk. This legacy approach complicates the enforcement of data privacy, security, and governance policies.​To mitigate these challenges and strengthen data governance, Sprinkl

26.1

Sprinklr Service

Updated Article

Knowledge Base Article

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Voice Recordings

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How to Create Saved Audiences

A Saved Audience can be used for specific channel targeting. You can create Saved Audiences in the Audience Manager to be used later in Ads for efficient, easy-to-use targeting.Note: Saved Audiences created on native will not be auto-imported to Sprinklr unless it is used in an Ad or Ad Set, valid f

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Create Saved Audience

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What can I do with Facebook?

Facebook is becoming a great social media platform for businesses. We shared reasons for your brand to be on Facebook in this article. Once your brand onboards on Facebook, there are multiple use cases to leverage it for customer experience management. This article covers some of these use cases:​E

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Introduction to Facebook

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Making Customer Calls at the Best Time (Call Optimization in Voice Campaigns)

Introduction Imagine calling a friend at the right time when they’re free and happy to chat. Businesses want to do the same with their customers. By picking the best time to call, they can: Make customers happierSave money​Increase likelihood of salesBoost call successGet better feedbackBetter agent

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Scheduled Time to Call

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Live Chat Messenger Events & Logger

The Live Chat Logger in the Live Chat SDK provides a structured mechanism for capturing and managing real-time SDK events and system logs. It enables developers to monitor chat interactions, track user actions, and diagnose issues efficiently by logging critical events and system statuses. Add Event

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Live Chat Logger

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Send hsm template as a reply in an ongoing conversation

Once 24 hours have passed since the last customer message you can only send these approved HSM template messages. There are multiple ways in which you can send these messages, one of which is "manually sending one such message in an ongoing conversation". Use CaseIf an agent needs to send

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Engage with customers one-on-one

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Configure a Vanity URL for Sprinklr or Custom/Branded Subdomain

A vanity URL is a unique web address that is branded for marketing purposes. It is easy to remember, share and can be used for publishing. Sprinklr supports two types of vanity URLs: Sprinklr Vanity URLs and third-party Vanity URLs which can be created with the pro domain of a URL shortener. Importa

Advocacy - SES

Social - SES

Knowledge Base Article

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Enablements

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How to create an engagement column for Trustpilot?

Know more about Trustpilot in Sprinklr!Sprinklr supports a number of engagement and reporting capabilities for Trustpilot after you link your Trustpilot account through Sprinklr. You can engage and respond to service ratings and reviews on Trustpilot in real-time. Trustpilot only shows one reply per

trustpilot

reviews

channels

rating

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Trustpilot

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Link in Bio Site Templates

​In this article, you will learn about the Sprinklr Link in Bio Templates.Navigation to the Link in Bio TemplateClick the New Tab icon . Under the Sprinklr Social tab, click Sprinklr Link in Bio within Engage.In the Sprinklr Link in Bio window, click Create New in the top right corner.In the Select

Link in Bio - SES

Link in Bio

Social - SES

Knowledge Base Article

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Edit a Sprinklr Link in Bio

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Voicemail Drop in Outbound Campaigns

In high-volume outbound calling, a significant number of calls go unanswered or are directed to voicemail. Earlier, agents either had to wait through voicemail prompts to leave a message or skip the process entirely. Then came Answering Machine Detection (AMD), where the system would either not offe

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Answering Machine Detection

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TikTok Smart+ Campaigns

Running successful ads requires businesses to invest time and resources to meet their performance goals. Smart+ Campaigns simplify this process by allowing you to create a single, AI-powered campaign that supports all your performance objectives. Automating the process to manage campa

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Publish TikTok Ads

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Persistent Menu For Instagram Messaging

You can level up engagement with your fans using Persistent Menu in Instagram, by giving them access to highlights or FAQs from this new menu option. You can configure the menu options based on your needs. This feature helps you highlight trending items, or your website/popular items. you can also p

Persistent Menu For Instagram

Persistent Menu For Instagram Messaging

Persistent Menu

Knowledge Base Article

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Advanced capabilities