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Speech-to-Text Overview

The Speech-to-Text feature rapidly converts spoken customer queries and requests into written text. It not only ensures real-time transcription but also empowers users with the capability to edit the transcribed message. Furthermore, it extends multilingual support, enriching the user experience by

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Speech to Text

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Agent Monitoring Overview

​Pre-requisite for viewing Agent Monitoring:Supervisor persona is assigned or shared with the user. This user is mapped as the manager of certain users and have relevant permission for Barge In, Whisper, Snoop, and other call controls. Users have relevant permission for the voice application to take

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Overview of Simplified Supervisor Experience

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Survey Settings

In the Settings tab, you can configure the Survey Details, Page Settings, Button Settings, Survey Link Settings, and Language Switcher Settings of your survey.Survey DetailsIt includes the name of the survey and its Active/Inactive status. Survey Base language serves as the base language for transla

Surveys

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Survey Builder

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Schedule a callback when waiting on IVR

Sprinklr IVR provides you the ability to take inputs from customers and cater to their queries when they reach out to your brands on voice as a medium. In this article, you will learn how admins can configure IVR to schedule a callback when customers wait to connect to an agent.Schedule a callback f

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Callback Use Cases

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Integrate Customer-Facing Guided Workflows on Community

Guided Workflows for customer self-service is a feature that enables you to create and implement interactive step-by-step workflows on your Sprinklr community platform. These workflows serve as a digital self-service solution, empowering customers to find answers and solutions to their queries indep

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Guided Workflows on Sprinklr Community

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How to Gather Language from Customer

As the name suggests, this node decides the language in which the IVR will continue based on user input.   ​Components Node name and Content Box work in a similar way in all nodes. Other major components are:  Always ask language checkbox: If a user calls multiple times on the IVR, a default languag

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Setup Brand Communication and Take Customer Input

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How to Deflect the Customer From IVR to Other Channels

This node is used to change the communication channel with the customer. Deflection is possible for 4 channels - SMS, Email, Whatsapp and Live Chat.  Use cases Customer came through IVR i.e. voice but due to high wait time, he prefers to chat with the agent on Whatsapp.   ​​Components Deflection typ

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Setup Brand Communication and Take Customer Input

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Reporting on Smart Responses

You can view reports on Smart Responses predicted and used by the agents by creating widgets using ​​Smart Response​​ ​​Dimensions and Metrics​​.​​To know more about the dimensions and metrics of the Smart Response model, see the table below.​​Dimension​​Description​​Smart Response Text​​Text displa

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Smart Responses

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Data Export Capabilities

In this article, we will cover the export capabilities within the Sprinklr platform.ModulesCapabilitiesSprinklr SupportedSocial CoreEngagementExport Engagement Dashboard ColumnYesReportingExport Reporting DashboardYesAsset ManagementExport Asset Management DashboardYesGlobal Editorial CalendarEditor

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Scheduled Exports

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Response Compliance​ Reporting

In Agent Assist, you have the ability to create a reporting widget that allows you to track and analyze response compliance. By configuring the widget, you can plot different metrics and dimensions to gain insights into the compliance of outbound messages. This includes monitoring if any flags were

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Response Compliance

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Location Customization for Facebook Assets

While creating a new creative for your Facebook campaign, you can customize your ad creatives for different geo locations by enabling Location Asset Customization (LocAC). It will allow you to customize creatives based on a user's geography. This capability is very similar to Language Customiza

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Facebook Ad Formats

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Govern Sprinklr Live chat Visibility from Salesforce

The Challenge ​Sprinklr Live chat is the capability that allows end customers to interact with brands via a messaging interface in real-time. Sprinklr Live chat is often deployed on websites and hence is called Website chat. However, its usage is not limited to websites, it can be installed on mobil

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Overview

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Alerts

Email alerts for webhook failure Sprinklr Salesforce Integration provides the capability to set up email alerts on the failure of operations on the Salesforce side triggered from the Sprinklr side, such as Case creation and Case update failures from the Salesforce App in Sprinklr Marketplace.  Steps

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Troubleshooting and FAQs

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How to make clean IVRs

Call Another Flow NodeOften certain subflows are frequently required in many IVRs. For example - if multiple IVRs are configured in such a way that all require some standard inputs like language, phone number etc every time. In such cases it is most convenient to make a seperate IVR for these repeti

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How to Setup Business Logic

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How to Prioritise certain customer calls?

For some brands, it’s a requirement that the IVR favors some customers more than others. If two customers with two different issues - one critical and the other minor are waiting in the queue then the customer with critical issues should be given priority. This node helps in assigning priority to di

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How to Setup Business Logic

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Managing User Details

How the user details features worksOnce you navigate to user details, you are able to see Overview, Permissions, Manage Signatures, Social Avatar, Notification Preferences and Security Settings.Navigate to User Details1. Login to your Sprinklr environment and click on your User Icon in the top right

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Advanced Capabilities

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Manage Records via Guided Workflows

Entities are objects and contain multiple fields. Each object within an entity is referred to as a record, which is stored in the customer database.​There are 3 types of entities: System Entity, Standard Entity (Entities that are common across all partners like case/profile/task), and Custom Entity

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Managing Records

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External Shareable Link

Learn how to generate an external shareable link to your reporting dashboard in order to share the dashboard externally, i.e. with external users.It is often required to share reports with users who do not have their accounts within Sprinklr. This can easily be achieved using the Get External Link o

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Scheduled Exports

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Add Annotations on graphs in Listening dashboards

Annotations give you the ability to add annotations to certain charts. They are attached to the dates themselves, so can only be seen in a graph or chart where Date is the primary dimension. Once created, the annotation will appear as a small box on the graph that expands when hovered over. To acces

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Advanced Entities & Settings in Listening

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Visual Listening Governance in Listening

Revolutionize your brand monitoring with Sprinklr's Visual Listening Governance, providing a bird's-eye view of your brand's logos and their usage across various topics, saving you time and boosting efficiency.Sprinklr's Visual Listening Governance is a comprehensive solution to

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Advanced Entities & Settings in Listening