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Assigning interactions to the same agent

Concept of Stickiness In Unified Routing, stickiness refers to a predefined time period during which a case is considered a follow-up or continuation of a previous interaction of the agent with the customer. If the customer reaches out within the stickiness duration, the case is assigned to the same

Knowledge Base Article

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Setting up Skill based routing

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Session Screen Manager

You have the capability to manage anonymous user session expirations, including configuring the session expiry screen, setting the inactivity duration before a session expires, and customizing alert screens.There are 2 types of sessions -Time Based Rule Based Time-based session Application

Knowledge Base Article

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Session Manager Builder

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Guided Workflow - Secure Screen Node

OverviewThe Secure Screen Node is a specialized feature in guided workflows designed to enhance data security. It allows sensitive information, such as credit card numbers and personal identification details, to be transmitted directly to a PCI-compliant server, bypassing the Sprinklr platform entir

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Guided Workflow Canvas

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Sprinklr Marketing: 19.5 Capabilities and Enhancements

Sprinklr's latest release features innovative AI capabilities and an enhanced marketing experience. Read more about Sprinklr's latest platform enhancements that offer exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

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19.5 Release (May 18-26, '24)

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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

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VK

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Self Monitoring- Voice

A Self-Monitoring Voice Report is typically used to track and assess the performance of voice interactions of the agents. It allows individuals or teams to monitor their own performance based on predefined metrics or KPIs. In contexts like contact centers, a self-monitoring voice report can help age

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Detailed Dashboards

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Get Records Tool with Custom Entity

The Get Records Tool allows you to retrieve data from custom entities using defined filters and store the results in variables. It also offers sorting options to organize the extracted data in a structured and meaningful way.Steps to Add a Get Records Tool with Custom EntityFollow the steps below to

Sprinklr Service

20.10

Updated Article

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Beta Tools

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Set Asset Approval Workflow in the Engagement Dashboard

Sprinklr allows you to set asset approval workflow in the Engagement Dashboard. You can now track approvals in the engagement dashboard within the following categories:  Approval Required  Approval Sent  Approval Queue  Rejected  Steps to Set Asset Approval Workflow in the Engagement DashboardClick

DAM - SES

Social - SES

Knowledge Base Article

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Advanced Capabilities

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Newsletters FAQs

Below are some of the frequently asked questions about Newsletters –Note: Newsletter can not be sent from the Sandbox/Staging Environment.No. It is a separate product and available to be purchased separately within Sprinklr’s Sprinklr Insights product family.Can I send newsletters from Sprinklr?Yes,

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FAQs

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Enable/Disable Livechat application

sprChat('disable')This will disable the live chat service completely - user will not be able to see anything on the screen and no SDK commands will then be executed. Please note this does not change session/user and everything is preserved.window.sprChat('disable');sprChat('

Knowledge Base Article

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SDK Methods

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Permission control on assets

Sprinklr provides the ability to assign appropriate user permissions which will prevent unintended access to create & view assets in asset manager. Using asset permissions, you can also control which users can take actions including export, download and import assets.This article covers Role-ba

DAM - SES

Permission control on assets

assets permissions

Social - SES

Knowledge Base Article

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Manage assets

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Assigning interactions to same agent

Concept of Stickiness In Unified Routing, stickiness refers to a predefined time period during which a case is considered a follow-up or continuation of a previous interaction of the agent with the customer. If the customer reaches out within the stickiness duration, the case is assigned to the same

Knowledge Base Article

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Setting up Queues based routing

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AI Tracking Engine

The AI Tracking Engine Report for contact drivers aids in tracking success rates and failures of the AI model, testing configurations, simplifying debugging, and providing continuous monitoring of contact driver detection.The AI Tracking Engine Report belongs to the Conversational Analytics Report

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Glossary

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Change Default Reply Handle for Twitter

The reply handle for Twitter can be changed on Sprinklr platform as desired. You can either change the handle while replying to a Twitter message from Agent Console or Engagement Dashboard or set it as default by creating an Autofill rule in Rule Engine.To Manually Change Twitter Reply Han

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Change Default Reply Handle

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HSM vs Interactive Template

WhatsApp only permits freeform text when you are responding within 24 hours of a customer reaching out to you. Free-form messages (i.e. any non-messages templates) are responses to user-initiated messages, which can be any type of message within the 24-hour response window.   Whereas a template mess

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HSM vs Interactive Templates

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Survey Summary Report

The Survey Summary Report shows the summary and status of the Survey sent to the customer associated with the Case, including whether the survey is filled out, in progress, or just opened. It belongs to the Survey Reports Report Group.The Survey Summary Report provides the total count of Surveys sen

Knowledge Base Article

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Glossary

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Attaching Topics/Themes to Business Locations

TopicsTopics are the fundamental units to listen within Sprinklr. They are composed of queries, constructed with keywords or Keyword Lists, boolean operators, filters and sources. To understand how to create a topic in complete detail, refer to this article.ThemesA theme is a set of keywords and fil

Knowledge Base Article

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Sources

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Location Insights on Owned Accounts

Learn how you can add your owned account pages (Facebook Page, Twitter, Google My Business, and BazaarVoice) to your business locations.By adding an account to a Business Location, you can pull content from your owned Account pages into Location Insights reporting. This allows users to utilize locat

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Sources

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Proactive Messaging

Be the first to connect with your website visitors by leveraging Create Profile API. With personalized messaging touchpoints, you can initiate meaningful conversations at the perfect moment, addressing customer questions and concerns, and even sending timely reminders on pending tasks.You can also g

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Proactive Messaging

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Scheduled Export Deactivation Owner and Reminder Emails

User inactivation can occur due to compliance requirements from the platform, such as not logging in for a certain number of days, or it can be triggered by an admin.If the user who set up the scheduled exports becomes inactive, the exports get disabled without any notification.To ensure the continu

Knowledge Base Article

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Scheduled Export Use Cases