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How to access Topics? (Navigation and required permissions)

In this article, you will learn how to access Topics and what permissions are required to access Topics.To access TopicsClick the New Tab icon. Under Sprinklr Insights, click Topics under Listen. Clicking Topics will take you to the Topic Record Manager window from where you can view the list of top

Insights

Knowledge Base Article

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Topics

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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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Callback Retries

When a customer and an agent are not connected after the callback has been dialed out due to an array of reasons ranging from customer being busy again, customer rejecting the calls, bad response from the Telephony provider and so on, callback retries come into the picture. ​For handling the aforeme

Service

Knowledge Base Article

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Callback Use Cases

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Manage Threaded Tweets

X thread lets you add additional context, an update, or extend a point by connecting multiple Tweets together. This article will cover the steps and guidelines on how to preview X threads in engagement dashboards and editorial calendar. X Threads in Engagement DashboardsCreate an Outbound Column in

social

Knowledge Base Article

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Advanced capabilities

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Capacity limits for Channels

Unified Routing enables users to create multiple Capacity Groups inside a Capacity Profile depending on the number of channels (Social, Email, Voice, SMS, etc.) from which the incoming cases come from. In this way, an agent can be assigned cases from multiple channels at a time and we can individual

Service

Knowledge Base Article

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Additional Use Cases

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Using Ad Post Preview in Ads Reporting

In Ads Reporting, you can track and monitor the performance of your ad posts along with a preview of the creative generated within the widget. This article will provide an overview of the Post Card visualization for ad posts and dynamic creative previews.Use CasesSeamless and efficient reporting exp

marketing

Knowledge Base Article

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Ad Post Reporting Preview

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Sprinklr Service: 26.1.1 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. Here are the key features included in Sprinklr Service's l

marketing

Insights

social

Service

Knowledge Base Article

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26.1.1 Minor Release (8th Feb '26 Onwards)

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Configuring Triggers

This article is a product configuration guide. It walks step‑by‑step through the trigger configuration interface and explains what each field does, using simple examples.​Accessing Triggers in Entity Studio : Access Entity Manager from the Entity Studio tab.Click Standard or Custom on the Entity Man

Knowledge Base Article

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Triggers

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Sprinklr Social: 19.8 Capabilities and Enhancements

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

18.5 Release

marketing

Insights

social

+2

Knowledge Base Article

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19.8 Release (Aug 23 - Sept 1, '24)

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Guided Workflow Canvas

Use the Guided Workflow Canvas to design and manage workflows in Sprinklr. The canvas provides a visual workspace where you can add, configure, and connect nodes. Each node represents a specific action or decision in your workflow.Note: To view the description of a guided workflow, click the Info ic

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Guided Workflow Canvas

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Cross-Post Live Videos on Facebook Pages

Sprinklr allows you to cross-post live videos on Facebook pages. If you manage multiple Facebook Pages, you can cross-post live videos across all those pages from Sprinklr. This article will cover the steps to publish a cross-post live video on multiple Facebook Pages.PrerequisitesYour account must

social

Knowledge Base Article

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Create a post on Facebook

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Create a Geo Location Template for WhatsApp Business

Location messages allow you to send a location's latitude and longitude coordinates to a WhatsApp user.​​​You can create a contact card template in Digital Asset Manager to send on WhatsApp Business. Geo Location Template- Field Description & LimitationField NameDescription & Limitation

Service

Knowledge Base Article

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Geo Location Templates

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Data Sources in the Data Engine

Ensuring compatibility between different data sources in a data pipeline is an important aspect of building a robust and reliable data pipeline. Sprinklr provides users to collaborate across various sources of data: Sources within Sprinklr, External sources and Uploads via Files.Types of Data Source

social

Reporting - SES

Social - SES

Knowledge Base Article

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Data Flow

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Dashboard and Widget-level Account Health Alerts in Reporting

Effective account management hinges on understanding the underlying reasons behind inactivity or other issues. In the past, the inactive filter on the Account Screen helped identify deactivated accounts, but it didn’t provide insight into why the account was inactive—whether due to expired tokens, m

social

Account Health Alerts - SES

Social - SES

Knowledge Base Article

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Account Health Alerts

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Introduction to Security Features

Security features in the Customer Feedback Management system help safeguard personal data through automated sensitive data masking. This capability detects and redacts information like personal identifiers from survey responses across channels such as web, email, WhatsApp, and in-app. By applying ma

Sprinklr Insights

Insights

New Article

20.10

Knowledge Base Article

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Security Features

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Configure a Rule to Assign Cases Based on Predicted CSAT Rating

If the Predicted CSAT score of a message sent by a fan falls below the expectations of your brand, you can configure a rule in the Rule Engine to automatically assign that case to an experienced agent or a different set of user groups. By doing so, you can ensure that these cases are handled by agen

Service

Knowledge Base Article

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CSAT Prediction

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Ad Set

1. The channelId refers to the unique identifier of an entity within the Native Channel.This case facebook 2. For publisherPlatforms,positions, devicePlatforms Supported values can be fetched via EnpointHelper Endpoints - Default Ad Placements Field NameField TypeField ValuesDescriptionUpdate Suppor

marketing

Knowledge Base Article

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Facebook

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Overview of Data Extracts

Data Extracts are structured datasets that provide raw, event‑level information from different parts of the platform, such as voice interactions, IVR journeys, callbacks, queues, case journeys, macro applications, agent activity and many more. They provide granular, raw event‑level data and metrics

Knowledge Base Article

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Overview

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How to Manage Custom Metrics in Reporting

Similar to the standard metrics used in reporting widgets, you can create your own metrics across all reporting dashboards within Sprinklr. You can use these metrics to collect and analyze data that reporting doesn't automatically track. Custom metrics offer much more dynamic reporting capabili

marketing

Knowledge Base Article

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Manage Custom Metrics

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Macro Actions

How Macro Actions help you save the unnecessary number of clicks to supercharge the productivity of your agents.Macros execute multiple actions on an asset in Sprinklr, allowing you to make complex updates in just a single click. It can be applied to various assets and can be configured with a numbe

manual inputs

marketing

Insights

article:howto

+5

Knowledge Base Article

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Macros