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RS
Sprinklr Service: 20.2.1 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints.

marketing

Insights

social

Service

Knowledge Base Article

 • 

20.2.1 Patch (26th Feb '25 Onwards)

RS
Agent Evaluation Review and Dispute Workflow

Quality Management equips agents, managers, and supervisors with the ability to review evaluations performed on agents. This functionality not only allows them to acknowledge the results but also provides the opportunity to raise disputes if they believe certain criteria were inaccurately assessed.

Service

Knowledge Base Article

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User Level Evaluation

SH
Autofill Rules - Conditions and Actions

The following conditions are available to for users to select while creating a Autofill Rule for messages / posts.Autofill Rule Conditions — DescriptionsConditionsDescriptionThe Channel Properties of the MessageSet the condition based on the following Channel properties:AccountAccount Owner User IDA

marketing

Rule Engine

Autofill Rule

Knowledge Base Article

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Autofill Rules

SH
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

RS
Local Timeout Settings

Handle User Reply Timeout‘User reply timeouts’ happen when a user does not respond to a bot reply for a specified duration. Using Conversational AI, you can handle the scenarios by reminding them that you are expecting a reply, or take some specific actions.You can handle this in a two-step process.

Service

Knowledge Base Article

 • 

Timeout Settings

SH
Section Configurations

Section Configurations is a feature that enables users to modify and customize individual sections within a community page. This feature allows brands to divide a page into multiple sections and create distinct sections that align with the organization's branding and goals. The feature's f

Service

Knowledge Base Article

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Page Layout

RS
Detailed Auto Wrap

​ACW: Automate, Automate, and Automate1. Autowrap Overview: Autowrap, an essential feature within our system, streamlines completing after-call work (ACW) by automatically filling in necessary details within a specified timeframe. This feature proves invaluable when agents are unable to finalize AC

Service

Knowledge Base Article

 • 

Auto Wrap After call work

RS
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

RS
Sprinklr Unified Platform (Integrations) and Cross Products (Display/Presentations): 26.4 Release Notes

Sprinklr Unified Platform and Cross Products' latest 26.4 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows.

New Article

26.4

Sprinklr Platform

Knowledge Base Article

 • 

26.4 Release (27th Mar '26 Onwards)

SH
Roles and Permissions in Community

Roles and Permissions feature provides a user-friendly way to effortlessly manage access rights for your community members and brand administrators. With this feature, you can easily create custom roles tailored to suit the needs of your organization. A key benefit of the feature is the ability to g

Service

Knowledge Base Article

 • 

Roles and Permissions

RS
Standard Dashboards

The Standard dashboards are a part of Service Analytics Data Source , designed to address key industry use cases and KPIs, giving you quick access to relevant insights. They come with out-of-the-box metrics and dimensions to reduce setup time and speed up the delivery of insights. These offerings ar

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Overview

RS
Speech-to-Text Transcription in Voicebots

The ASR (Automatic Speech Recognition) or STT (Speech-to-Text) technology transforms speech signals into digital signals and processes them to generate transcriptions corresponding to the audio as output.Language SupportWe offer standard ASR models for a diverse range of languages, including English

Service

Knowledge Base Article

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Automatic Speech Recognition(ASR)

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ProRes Transcoding for Videos

Whenever you upload a ProRes video in Quick Publisher, you will see an option to transcode the video before publishing. The final file format of the video will be within channel limits after transcoding. In this article, you will learn about how to transcode a ProRes video in Publisher when you are

Publishing - SES

social

Social - SES

Knowledge Base Article

 • 

Advanced capabilities

SH
Campaign - Content Strategy Tab

About the Content Strategy TabYou can view the Content Strategy associated with the Campaign, from the Campaign details window.The Content Strategy tab of a Campaign compiles and organizes the Messages and Assets that make up a campaign’s content strategy in one comprehensive overview. Here, you can

campaign management

marketing

Content Strategy Tab

Knowledge Base Article

 • 

Introduction

RS
Service Reporting Copilot

Service Reporting Copilot is an intelligent assistant designed to simplify and streamline the way you navigate, create, and interpret dashboards. Whether you're part of an internal team or a client, Copilot helps eliminate the need to manually sift through complex metrics and dimensions or assemble

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

 • 

Service Reporting Copilot

SH
Create a Custom Metric in reporting

Custom Metrics allows you to create your own derived metrics using standard reporting metrics. These custom metrics can be used to collect and analyze data that reporting does not track automatically. Custom Metrics offer the capability to build dynamic metrics based on industry-standard norms and v

Reporting - SES

Social - SES

Knowledge Base Article

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How to create a new widget

RS
Reporting on Automated Quality Management

In reporting, you can access various metrics to analyze the performance and effectiveness of automated quality management. Here's a breakdown of the key metrics available:SummaryTotal AI Evaluations: This metric indicates the total number of evaluations performed by automated quality managemen

Service

Knowledge Base Article

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Reporting

SH
Compose Facebook Click-to-WhatsApp Ads

You can use WhatsApp as a destination for your Facebook Conversion or Traffic campaigns within Ads Composer. Clicking on the ad call to action (Send WhatsApp Message) will send users from their Facebook feed to the WhatsApp chat where they can engage with your business.Use CasesCustomers can directl

marketing

Knowledge Base Article

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Facebook Ad Formats

RS
WhatsApp Business API Capabilities and Limitations in Sprinklr Distributed

WhatsApp Business enables you to have a business presence on WhatsApp, communicate more efficiently with your customers, and grow your business. This article covers the API capabilities and limitations of WhatsApp Business.​FunctionalitySupported in Distributed Web Platform (Desktop)NotePublish Text

social

Social - SES

DST - SES

Knowledge Base Article

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Channel Limitations (Distributed)

SH
Ad Comment Moderation for LinkedIn

Learn about the new LinkedIn comment moderation capabilities in Sprinklr and how you can use them to monitor and manage all comments and replies within Sprinklr.What Comments can we get?What actions can we take?NotesThe table below provides you with information about the types of comments that can b

LinkedIn

marketing

Ad Comment Moderation

Advertising

Knowledge Base Article

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LinkedIn