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Get familiar with entities available in Listening Settings

Learn how to access Listening Settings and get familiar with the functionalities available there.​In this guide, you will walk through the basics of the Settings menu of the Social Listening module, including how to access Listening Settings from the navigation menu and the available entities under

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

RS
IVR Detailed Extract

IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits th

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

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Create a Facebook Story Post via Mobile Publishing Flow

Facebook Stories allows Facebook users to share photos and videos to their "Story" -- which is visible to followers of the user's Facebook account -- and to specific users the Story's sender follows. Facebook Stories disappear after 24 hours.To Compose Facebook Story Post via Spr

social

Facebook Stories on Sprinklr Mobile App

Publish Facebook Stories on Sprinklr Mobile App

Publish Facebook Stories

Knowledge Base Article

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Create a post on Facebook

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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

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Why is Youtube important?

YouTube is a popular video sharing platform where users can upload, view, and share videos.YouTube allows individuals, organizations, and businesses to share videos with a global audience. The site supports a wide range of video formats and categories, including music videos, tutorials, vlogs, movie

social

Knowledge Base Article

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Getting started

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What happens when a message is deleted?

When a fan or a brand message is deleted, an indicator for the same will be displayed in Care Console.

Service

Knowledge Base Article

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Troubleshoot & FAQs

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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

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26.4 Release (27th Mar '26 Onwards)

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Sprinklr Insights: 26.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.4 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.Data Sources and ChannelsU

Knowledge Base Article

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26.4 Release (27th Mar '26 Onwards)

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Sprinklr Marketing: 26.4.1 Release Notes

Sprinklr Marketing unifies and enhances marketing efforts across channels. It centralizes content creation, campaign management, and performance analytics for both organic and paid campaigns. This release introduces new capabilities designed to enhance customer experiences across all touchpoints. Ma

Knowledge Base Article

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26.4.1 Minor Release (10th May '26 Onwards)

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Agent Copilot Additional Capabilities

Agent Copilot offers enhanced features to improve accuracy and efficiency when assisting agents during customer interactions.Select Specific Conversation Context for Copilot ActionsAgents can now choose specific parts of a conversation transcript or speech-to-text (STT) input within the Care Console

Sprinklr Service

Updated Article

26.4.1

Knowledge Base Article

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Agent Copilot Capabilities

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Sprinklr Marketing: 20.7 Release Notes

Sprinklr Marketing unifies and enhances marketing efforts across channels. It centralizes content creation, campaign management, and performance analytics for both organic and paid campaigns. This release introduces new capabilities designed to enhance customer experiences across all touchpoints.

marketing

Insights

social

Service

Knowledge Base Article

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20.7 Release (5th July '25 Onwards)

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Setting Up Unified Reporting

Sprinklr unifies data from paid advertisements, brand-owned content, and earned media within a single, AI-powered platform that provides marketing teams with complete visibility, consistent reporting, and actionable insights across the customer journey. In this article, you will learn:The benefits o

26.1

marketing

20.10

Updated Article

+1

Knowledge Base Article

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Overview

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X as a Benchmarking source

When it comes to brands, influencers, and their audience connecting and engaging online, there's one social channel that's head and shoulders above the rest: X. This platform is the ultimate hotspot for sparking conversations, building relationships, and creating buzz. Sprinklr has access

Insights

Benchmarking

Knowledge Base Article

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Twitter

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Anonymize Profile Data

This functionality enables organizations to adhere to worldwide data privacy laws by anonymizing personally identifiable information (PII) for any customer profile when requested. Through a user-friendly interface, brands can sever all identifiable links between profiles, responses, and transactions

Sprinklr Insights

Insights

Updated Article

26.4

Knowledge Base Article

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Security Features

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Sprinklr Copilot Features for Service

Sprinklr Copilot transforms customer service operations by leveraging AI to deliver faster, more personalized support across all digital channels. It assists agents by summarizing conversations, suggesting empathetic and compliant responses, and automating routine tasks like ticket categorization an

marketing

Insights

social

Service

Knowledge Base Article

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Sprinklr Service

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Importance of CTI

Product ChallengesExtended Call Handling Time: Agents spend more time verifying caller identities and toggling between their phone and customer data, leading to increased call handling time.​Increased Cost per Call: As resolution times lengthen and call service quality diminishes, the cost per call

marketing

Insights

social

Service

Knowledge Base Article

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Why is CTI Required

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Who receives the Task Notifications?

Understand who all received notifications for all the tasks generated by the workflow engine across campaigns, sub-campaigns, outbound messages, media assets, and requests.Notification Preferences — Task Descriptions TaskDescriptionReceiver Controlled by Notification PreferencesTask Creation and Ass

marketing

Task

notifications

Knowledge Base Article

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Advanced Workflow

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Automate Confidentiality in Messages

Create a Draft rule to automatically mark your Draft messages as confidential and restrict visibility to certain user groups. Once the rule is enabled, all the messages (drafts) satisfying the condition will have the selected action initiated on it.Example Use case shown below: This rule is to ensur

marketing

Rule Engine

Autofill Rule

Knowledge Base Article

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Autofill Rules

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What Can Cause LinkedIn 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. Doing this generates a new token. Each social network has policies and security algorithms inte

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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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