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Manage Video Call Case Creation

Creating CaseCreate a rule for routingWhen a customer initiates the video call, the case could be either already beAssigned to an agentUnassigned/Assigned to bot​If the case is assigned to an agent when a video call is initiated, the routing logic should be that the video call should be assigned to

Knowledge Base Article

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Configuration Steps

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DCO Ads Reporting Dimensions

Creative Dimensions Reporting for DCO Creative level reporting is the micro level analysis tool that will help the users identify not only which graphic is working for them, but also what is the creative level content that is working for that particular graphic. To understand it better, let's t

Knowledge Base Article

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Reporting for DCO

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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.NoteSaved Audiences created on native will not be auto-imported to Sprinklr unless it is used in an Ad or Ad Set, valid for

Knowledge Base Article

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Create Saved Audience

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What Can Cause X Ad Accounts to Deactivate?

Sprinklr uses access tokens, which are provided by social channels, to connect to your 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 network h

Knowledge Base Article

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Troubleshooting & FAQs

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Create a Message Idea

Learn how to create Message Ideas which are content placeholders that do not require full message details such as the actual message content, details, and targeting. Create Message IdeaIn the top right corner of the Navigation Bar click the Publishing Options icon and select Create Message Idea from

Message Idea

publishing

Knowledge Base Article

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Content Creation

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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

Knowledge Base Article

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Troubleshooting and FAQs

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Schedule a callback from care console

Care console gives the flexibility and feasibility to perform multiple actions on a case which can help agents to solve the customer queries quickly and efficiently on a single screen. In this article we will learn how admins can configure schedule callback button on the care console.Business Use Ca

Knowledge Base Article

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Agent Assistance

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Custom Widgets (CRM Integration Based)

Types of API Widgets are as follows :​​Properties Widget Clients can integrate with their CRM, can fetch the relevant information, and show all the details in a widget using Custom Entity without storing data in Sprinklr. The data can be viewable in the list view. ​When clicking on "Show All&qu

Knowledge Base Article

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Custom Widgets

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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

Knowledge Base Article

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User/Agent Journey

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Custom Models for Visual Insights

Sprinklr offers the option to train custom object models where we test, train and deploy a specially designed AI model in the customer environment. While the Photo Visual Enrichments are extremely exhaustive, there are some very unique instances where you might want to track a particular object alon

Custom Models for Visual Insights

Visual Insights

Knowledge Base Article

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Advanced Concepts

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Visual Regions

The standard Visual Insights dashboard comes with a widget called Photo Discovery which shows all the images from the posts which had the brand's logo in them. That widget has the option to highlight the areas where the model detected the logo. This can be done by clicking the Options icon (3 d

Visual Regions

Visual Insights

Knowledge Base Article

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Advanced Concepts

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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

Knowledge Base Article

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Self Serve Apps

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Hide chat when no. of chat agents is less than x

The chat icon for website visitors can be hidden based on agent availability to handle those chats. If the number of agents who are available to handle chats is less than a specified number, you can configure the chat icon to be hidden. Similar conditions can be applied for Manage unavailability of

Knowledge Base Article

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Control Chat Visibility

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Guide to Generating and Testing Regular Expressions

Regular expressions (regex) are powerful tools for pattern matching and text manipulation. This documentation provides a comprehensive guide to generating regex patterns and testing them effectively.Use cases: You can utilize regex in defining conditions for live chat visibility, defining conditiona

Knowledge Base Article

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Troubleshooting

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Create Messages in Editorial Calendar

In this article, you will learn how to create messages from the editorial calendar. This way you can streamline your publishing workflow by combining editorial planning and publishing.To create messages from the Editorial CalendarClick the New Tab icon. Under the Sprinklr Marketing tab select Market

Editorial Calendar

Create Message

Knowledge Base Article

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Content Creation

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X Ads Reporting Dashboards

Users can view X data by making a custom dashboard or selecting an existing standard dashboard build for easy understanding.Using Custom DashboardClick the New Tab icon. Under the Sprinklr Marketing (Ads) tab, select Ads Reporting within Analyze.Click Create Dashboard in the top right corner to star

Knowledge Base Article

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Reporting & Analytics

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Create a Dynamic Widget using Guided Workflow in Care Console

Business problemEver wondered if there was an easy way to create a dynamic widget to show information in Care Console? We thought of it and decided to create the Guided Workflow runner.BenefitsEasy to create custom widgets in Care Console.Easily configurable so that any type and amount of informatio

Knowledge Base Article

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Initiating a Guided Workflow

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Define Daily, Weekly, Monthly Threshold for the Callers

​Pre-requisite for configuring this: Sprinklr Voice should be enabled for the environment and you have Create or Edit permission for Call thresholding.​Threshold setup should be enabled for the partner, To enable Threshold settings, we need to enable redis database in order to update blacklist Profi

Knowledge Base Article

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Define daily, weekly, monthly threshold for the callers

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View Reporting on Content Tones

Your outbound content will now be classified into different tones based on AI. With the help of our AI model, you can analyze the performance of your content categorized by these tones. This is done by creating a widget in the Reporting Dashboard. Our AI model will label outbound messages with prede

Reporting

Knowledge Base Article

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View Reporting on Entities

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Setup automatic callback to dropped off customer at critical leg in IVR

Sprinklr IVR provides us the ability to take inputs from the customer and cater to their queries when they reach out to brands on voice as a medium. In this article we will learn about how to set Automatic Callback in IVR on Critical Legs / Paths.Business Use CaseCallback feature for customers who c

Knowledge Base Article

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Setup automatic callback to dropped off customer at critical leg in IVR