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Call Event IVR

Call Event IVR in Sprinklr runs automated actions in the background based on what happens during a call. These actions are triggered by call events such as when a call starts, ends, is answered, or goes unanswered, and by transfer types, like when a call is moved to an agent, a queue, or another IVR

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Call Event IVR

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View and Manage User Generated Content

User Generated Content (UGC) is a pivotal feature within an Advocacy program that allows advocates to suggest content. UGC refers to the Content Suggestions made by advocates who are part of the program. By incorporating UGC, brands can amplify their message, establish credibility, and foster a sens

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Suggest Content

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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

social

Sprinklr Social

20.10

+2

Knowledge Base Article

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Advanced capabilities

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How to Edit Ad Element Copies with AI+

Introduction In the ever-evolving landscape of advertising and content creation, adaptability and versatility are the keys to staying ahead. Introducing our feature: "Content Modification" within the Ads Composer and Ads Creative Library. Designed to cater to the needs of creative creators

marketing

Knowledge Base Article

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Sprinklr AI+

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Sprinklr Insights: 19.2 Capabilities and Enhancements

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

marketing

Insights

social

Service

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Campaign - Content Strategy Tab

About the Content Strategy TabYou can view the Content Strategy associated with the Campaign, from the Campaign details window.The Content Strategy tab of a Campaign compiles and organizes the Messages and Assets that make up a campaign’s content strategy in one comprehensive overview. Here, you can

campaign management

marketing

Content Strategy Tab

Knowledge Base Article

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Introduction

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Call Handling Configuration

Pre-requisite for configuring the Call Handling: Voice should be enabled for the environment and your user should have Assignment Engine: View, Edit and Manage Agent Voice permissions.​​​Business Use CaseIn a partner where voice is enabled, it is not necessary every user should be eligible to handle

Service

Knowledge Base Article

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Additional Use Cases

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Multiple Leaderboards in Sprinklr Advocacy

Sprinklr Advocacy now supports creating and managing multiple leaderboards directly from the Admin Console, eliminating the need for support tickets. This feature allows you to keep competitions fresh and boost engagement by customizing leaderboards based on time periods, content categories, or user

Advocacy - SES

social

Sprinklr Social

New Article

+2

Knowledge Base Article

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Gamification

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Chord Chart widget

The Chord Chart widget is a visualization that can help users analyze the relationship between two categories. It displays a circular diagram where an arc represents each category, and the chords connecting them represent the strength and direction of the relationship between the categories.Thicker

Chord Chart Widget

Insights

Knowledge Base Article

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Types of Widgets

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Publish an Instagram Story via Direct Publishing

Instagram Stories allows Instagram users to share photos and videos to their "Story" -- which is visible to followers of the user's Instagram account -- and to specific users the Story's sender follows. Like in Snapchat, Instagram Stories are ephemeral, meaning they disappear after 24 hours. This ar

social

Knowledge Base Article

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Publishing on Instagram

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Defining Skills and Proficiency levels

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

Service

Knowledge Base Article

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Basics of setting up Unified Routing

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How to Tag Information Using Custom Fields?

​​Pre-requisite for configuring this node in IVR: Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission​​​While working with any entity like a message, customer profile, or case, there’s always a need to store metadata or some properties f

Service

Knowledge Base Article

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How to Setup Business Logic

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Create Project Views

OverviewTask and Project Views allow you to visualize your work according to your needs. You can create and save multiple different views with filters set to the requirements of different team members or to visualize different aspects of your project. For a more detailed look at views and how to use

marketing

Knowledge Base Article

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Manage Project views

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Log Responses to Location Insights Messages

Review sources for Location Insights, like Trip Advisor and Travelocity, do not currently offer API support for responding through a third party. Responses that you make natively can be logged in Sprinklr for Reporting and for insight into which messages your team has responded to. When you make a n

Insights

Knowledge Base Article

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Advanced Concepts

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Nailed Up Connection on PSTN

Nailed-up connections are employed in call centers to support specific functionalities or services. For instance, in a virtual call center environment where agents work remotely, nailed-up connections can be established to ensure a continuous and stable connection between the agents and the call cen

Service

Knowledge Base Article

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Nailed Up Connection

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Monitor Real Time Performance

Monitoring the real-time performance of your agents is necessary to ensure compliance and productivity of agents, which ultimately impact critical business metrics like SLAs, CSAT and much more. The Supervisor Console provides you with the tools to not effectively monitor but take proactive measures

Service

Knowledge Base Article

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Improve Productivity with Supervisor Console

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Configure an Information Card with Video Call

This is only required for customer-initiated video calls.Configure an Information Card with the Video Call ActionNavigate to Live Chat Care and either edit an existing application or create a new one.Go to Personalize Your Live Chat and then to Home Screen.Under Cards, add the Information Card.Choos

Service

Knowledge Base Article

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Configuration Steps

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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

PM_POPULAR_2

PM_PORTFOLIOS_2

marketing

PM_TASK_TIMELINE_VIEW_2

+5

Knowledge Base Article

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Manage Projects

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Logging responses for Product Insights mentions

Review sources for Product Insights, like Amazon and Best Buy, do not currently offer API support for responding through a third party. Responses that you make natively can now be logged in Sprinklr for Reporting and for insight into which messages your team has responded to. When you make a native

Insights

Knowledge Base Article

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Advanced Concepts

SH
Why webform is important?

In today's digital age, customer service is more important than ever for businesses looking to build brand loyalty and attract new customers. One of the key tools for effective customer service is the webform. A webform is a digital form that allows customers to provide feedback, ask questions,

Service

Knowledge Base Article

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Webform