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Overview

Apps on the home screen of your LiveChat application allow customers to find useful information quickly - without having to create a case and interact with an agent.​Note: You have the flexibility to manage these apps' visibility based on user types, such as country or page URL. Additionally, y

Service

Knowledge Base Article

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Self Serve Apps

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Reporting

Knowledge BaseYou can also do reporting on article usage from Live Chat KB Widget:Plot article views vs article title (Add “source” filter for the following metrics to distinguish article views in “Smart Assist” & “Live Chat” )Filter article views in the Live Chat KB widget by category

Service

Knowledge Base Article

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Self Serve Apps

RS
Upgrade Live Chat SDK on React Native

Upgrade to the latest version of the Live Chat SDK to take advantage of new features, enhancements, and performance improvements that enhance your app's user experience. For a detailed list of updates in this release, refer to the release notes.Current ReleaseLive Chat SDK Current Release: 15.1

Service

Knowledge Base Article

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React Native

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Create a Column For Instagram Story Mentions using Rule Engine

You can view the story mentions from fans on your Instagram account using the rule engine. Here we list out the steps on how to create such columns.​StepsClick the New Tab icon . Under the Sprinklr Social tab, click Manage Rules within Triage.In the top-right corner of the Rule Engine window, click

social

Knowledge Base Article

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Create an Instagram Column in Engagement Dashboard

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Support for Import of Voice Cases Using Single Case Format

In a Single Case File Format, a zip file contains an audio recording, and a CSV file containing the Metadata of that file. Here a single row contains a unique call id pertaining to a single recording.Note: For information on Multi-Case File format for Voice cases, refer Ingestion of Voice Cases.Guid

marketing

Insights

social

Service

Knowledge Base Article

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Supported Format for File Based Connectors

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Managing Workflows

The Workflows Record Manager in Customer Feedback Management offers a centralized platform for overseeing all workflows established within the Customer Feedback Management module. It enables you to see a list of current workflows, providing an overview of their statuses and configurations.You can re

Insights

Knowledge Base Article

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Managing Workflows

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How to See Google Analytics Insights in Ads Reporting & Ads Manager

You can use a specific set of metrics to create Ads Reporting widgets that combine Google Analytics data with your web and social ad performance data. You can also see how web activity is driven by different ads, accounts, or channels.GA metrics can also be used within Custom Metrics. For

marketing

Knowledge Base Article

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Reporting & Analytics

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Message Extracts

This extract provides granular visibility at the individual message level. Each record corresponds to a unique message identified by a Universal Message ID and captures key attributes such as message type, intent, and other message-level properties.PurposeTo analyze message-level interactions across

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

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Strategy Groups Roles & Permissions

In advertising, roles and permissions are crucial for managing campaigns effectively and securely. In this article, you will learn about the different permissions available for Strategy Groups and their respective privileges for users having access to this module. Note: All Strategy Group permissio

marketing

Strategy Groups

Ads Reporting

Roles and Permissions

+2

Knowledge Base Article

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Strategy Groups

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Facebook Ad Account Access Settings

In Sprinklr Add Accounts, you can make changes to improve the functionality in the Add Account screen to give options for user to choose which permissions they want to be inherited in Sprinklr. This strengthens the governance use case by giving more control to user onto which permissions are getting

marketing

Knowledge Base Article

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Advanced Use Cases

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Compare Care Strategy dashboard

How quickly marketers respond to consumer feedback significantly impacts customer perception and loyalty to the brand.90% of brand marketers surveyed said responsiveness and the ability to respond to needs and feedback are critical to a good customer experience. Good customer responsiveness can help

Insights

Benchmarking

Knowledge Base Article

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Standard Dashboards in Benchmarking

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Facebook Offline Conversions

Within Facebook Offline Conversions, you can see the data available in your Facebook Offline Event Manager. Facebook Offline Conversion helps you to keep a record of the high-value transaction events that occur offline, such as in-store purchases or phone transactions, bookings, and more. You&n

marketing

Knowledge Base Article

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Advanced Use Cases

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Linking Hierarchy Data to a Survey Project & Visualization in a Dashboard

This functionality assists you in arranging survey data in line with your organization’s hierarchy, facilitating easier access and analysis of pertinent information for teams at various levels. The organized method guarantees that feedback data can be efficiently leveraged across numerous survey ini

Sprinklr Insights

26.1

Insights

20.10

+1

Knowledge Base Article

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Hierarchical Reporting

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What Can Cause LINE Ad Accounts to Deactivate?

Sprinklr uses access tokens, which are provided by social networks, to connect to your social accounts. When an access token expires or becomes invalid, you must reconnect your social account to Sprinklr (see Re-Add a Deactivated Account in Sprinklr). Doing this generates a new token. Each social ne

marketing

Knowledge Base Article

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Troubleshooting and FAQs

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Multilingual Translations of Agent Nudges

You can effortlessly translate the agent nudges into multiple languages without the necessity of creating distinct versions for each language.Agents can seamlessly access the nudges in their preferred language, allowing them to focus more on providing quality service rather than grappling with langu

Service

Knowledge Base Article

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Configuration

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New Conversation Card

The "New Conversation widget" allows users to start a new conversation as shown below.1. Welcome TextIn Home Screen section of Live Chat builder you can put the desired welcome text.You can also change the font type by raising a support ticket containing the the appID and the font files in

Service

Knowledge Base Article

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Home Screen

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Provider Capability Matrix

This document outlines the capabilities currently supported for each AI provider in AI+ Studio. This helps you understand which input and output modalities are available when configuring AI workflows.Capabilities by ProviderCapabilityAzure OpenAIGoogle VertexAmazon BedrockText as an InputSupportedSu

Sprinklr Service

marketing

Insights

social

+4

Knowledge Base Article

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Provider and Models Settings in AI+ Studio

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Reddit Ads Notes & Best Practices

Reporting Data sync frequencyNormal – 30 MinutesSegmentation – 3 HoursNote: Once the Ad Account is added in Sprinklr the lookback period for historical data will be 6 months from the date of Addition.Best practicesEnsure the Ad Accounts have been whitelisted as without them Data will not be fetched

marketing

Knowledge Base Article

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Troubleshooting and FAQs

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Strategize your PR outreach

Imagine your brand is struck with a PR crisis and as the PR professional in the company, you are now responsible to come up with a post-crisis plan. The first and foremost action plan is to control the narrative around your brand by communicating to the masses as soon as possible. You can write blog

Insights

Knowledge Base Article

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Strategize your PR outreach

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Customer Initiated Video Call

Journey #1Customer calls when agent already assignedTwo separate error messages will be displayed to the customer if there are distinct errors for the microphone and camera. In the images below, one error message is for the disabled microphone permission in the browser, while the other error message

Service

Knowledge Base Article

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User/Agent Journey