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Citrix Media Offloading & DTLS Support: Best Practices and Release Insights

1. Overview & FundamentalsCitrix Media Offloading is a technology used to optimize real-time audio and video in virtualized environments. Instead of routing all media streams through the virtual desktop or application server, the media is processed directly on the endpoint device and sent direct

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Best Practices for Call Controls

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Google DV360 Ads Reporting Dashboards

Users can view DV360 data by making a custom dashboard or selecting an existing standard dashboard build for easy understanding.View DV360 Insights in Ads Reporting using Custom DashboardClick the New Tab icon. Under the Sprinklr Marketing - Advertising tab, select Ads Reporting within Analyze.Creat

Knowledge Base Article

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Reporting & Analytics

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Organic Split (A/B) Testing on Sprinklr 

OverviewA/B testing for organic content on social media is a method used by brands to compare two or more versions of a post, creative, or message to determine which performs better in terms of engagement, reach, or conversions. By systematically testing variations of content, brands can optimize th

Publishing - SES

Sprinklr Social

20.10

Social - SES

+1

Knowledge Base Article

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Advanced capabilities

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Share to Facebook in Advocacy

You can share Links, Images, and Videos (as posts, reels, albums, and stories) from the Sprinklr Extend mobile app to your Facebook personal profile. You can share it on your Facebook Feed or stories from the Extend app.  Advocates can even share Links, Images, and Videos (as posts, reels, albums) f

Advocacy - SES

Social - SES

Knowledge Base Article

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Content Sharing

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What are Editorial Calendar Boards?

OverviewEditorial Calendar Boards are custom Calendar views created by applying different filters, date ranges, and groupings. The ability to create individual custom boards for different objectives streamlines your editorial planning process, simplifies collaboration, and saves time. You can use ta

Editorial Calendar

Editorial Calendar Boards

Knowledge Base Article

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Calendar Boards

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Sprinklr Social: Patch Changes (19.5.1)

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.

Sprinklr Social

Knowledge Base Article

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19.5.1 Patch (Jun 14-17, '24)

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Screen Control

Use-cases:Enable agents to troubleshoot customer issues by directly accessing the customer’s screens, leading to faster issue resolution and improved customer satisfaction​Customers can revoke screen control/co-browsing anytime during the session User Experience:Agent requesting Screen control while

Knowledge Base Article

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Co-browsing

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Configuring Skills required for each Case

Skills refer to any specific abilitiy or area of expertise that is characteristic to a group of agents. For example, in a laptop manufacturing company, a group a customer support agents may have the expertise in dealing with Battery related queries while the other group may have that in Software rel

Knowledge Base Article

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Setting up Skill based routing

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Adding video account​

To enable Video call feature, please raise a support ticket with the following details:Partner NamePartner IDSpecify the account you prefer for video calls: Zoom or AWS ChimeAdding AWS Chime account in Sprinklr​1. From quick search, go to Social Accounts.2. Click on ‘Add Account’ and search for AWS

Knowledge Base Article

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Configuration Steps

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Audio Issues Debugging Steps

Pre-Check Requirement1. Is the Agent readiness enabled in partner?a. This can be checked in Voice Debug console in partner level configuration tab  ​2. What type of headsets do the agents use?b. This can be checked in Debug Console in the MICROPHONE_ACCESS_SUCCESS message ​​3. If the headset type is

Knowledge Base Article

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Testing and Debug Logs​

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Introduction to WhatsApp Flows

Note: Before you start learning about WhatsApp Flows, ensure you have an existing WhatsApp Business Account added for your Sprinklr Partner Environment. Refer to WhatsApp Business Account Addition process for more details.WhatsApp Flows is a feature designed to help brands create structured interact

Knowledge Base Article

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WhatsApp Flows

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HSM Marketing Template Limits

​Note: Pause on WhatsApp Marketing Messages for US CustomersEffective April 1, 2025, Meta will temporarily halt businesses from sending marketing template messages to WhatsApp users with US phone numbers (+1 dialling code). Meta advises businesses to utilize utility, authentication, service conversa

Knowledge Base Article

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HSM Templates

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Live Chat System Requirements

Sprinklr Live Chat is built and tested to work in the following web browsers. While it may function in other browsers, they are not officially supported.Web Browser Support for Live ChatBrowserVersionChrome for Android127Chrome116+114113112109108104103989491877970Safari on iOS17.0+16.0-16.715.0-15.8

Knowledge Base Article

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Website Installation

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CTI Troubleshooting Screens

These error screens help users and administrators quickly identify and address issues related to configuration, authentication, voice application availability, status settings, and permissions.No User Due to API/Auth Error - "No User Configured":Description: This error occurs when the host

Knowledge Base Article

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Troubleshooting Screens

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Add Guest Users to Projects

OverviewGuest User access allows you to provide external users access to your Projects for feedback, review, transparency or other reasons. An external user is anyone outside or within your organization without access to a Sprinklr product seat. Guest users have limited access to Project Management

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PM_PORTFOLIOS_2

PM_TASK_TIMELINE_VIEW_2

PM_PROJECT_SHEET_VIEW_2

+4

Knowledge Base Article

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Manage Projects

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Sharing and Scheduling in Advocacy

Enabling employee advocates to discover and share brand-compliant content is the core purpose of an advocacy tool and arguably its most crucial function. Sprinklr Advocacy excels in this regard with its Sharing and Resharing capability, allowing brands to distribute approved content within the advoc

Advocacy - SES

Social - SES

Knowledge Base Article

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Content Sharing

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Deep Dive into Campaign Monitoring

Voice Campaign Summary This widget enables supervisors to gauge the overall team performance and analyze essential metrics such as new cases, unassigned cases, case response SLA, first response time, etc., and aid supervisors in making significant business decisions and keeping track of the team

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Campaign Monitoring

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Implementing Proactive Outreach

Proactive outreach can significantly enhance the pre-sales experience for customers in virtual selling by addressing their needs and concerns before they even arise. It can be used to  run promotional campaigns and ads prompt users to revisit their abandoned carts notify users of upcoming offers sug

Knowledge Base Article

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Proactive Customer Outreach

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Sprinklr Insights: 18.5 Capabilities and Enhancements

In this release, we have launched Sprinklr AI+ that will enable users to effortlessly set up Topics & Themes and get quick insights with AI-generated Summaries. We have also emphazied on the wide array of usability enhancements across dashboards and widgets.

Sprinklr Insights 18.5 Features

Knowledge Base Article

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v18.5 Spring Release (May)

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Advanced Filtering in Editorial Calendar

OverviewYou can use advanced filters to filter your Editorial Calendar for Campaigns, Sub-campaigns, Paid Initiatives, and Events according to customizable criteria or conditions. Advanced filters allow you to filter your Calendar using IF/AND/OR operators to set up complex rules. For example, you c

Knowledge Base Article

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Calendar Actions