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Review Table widget

The Review Table widget is a tool used to gain insights at a message level. It displays each conversation in a tabular format, with the content of messages highlighted according to sentiment. Sentences within the message are highlighted in green, orange, and red to indicate positive, neutral, and ne

Review Table Widget

Knowledge Base Article

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Types of Widgets

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How to Configure the Homepage with Custom Widgets

In this article, you learn to customize the widgets displayed on the home page of the Quality Manager persona app using the record page editor. You can select and configure the specific metrics and information most relevant to your roles and responsibilities.To Configure the HomepageClick the New Ta

Knowledge Base Article

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Getting Started with Quality Management

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Reporting on Smart Comprehend

You can create reporting widgets to view the usage and adoption of the Smart Comprehend capability.To configure a Reporting WidgetClick the New Tab icon . Under the Sprinklr Service tab, click Care Reporting within Analyze.On the Reporting Home window, select the desired dashboard within the Dashboa

Knowledge Base Article

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Smart Comprehend

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Tiered Approval in Sandbox Change Management Workflow

Note: This feature is a Limited Availability feature and DP controlled. To enable this feature in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.Sprinklr has enhanced its Sandbox ChangeSet approval and Refresh processes by integrating

20.10

Updated Article

Sprinklr Platform

Knowledge Base Article

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Deploying Inbound Change Set

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Manage Global Profile Lists

Global Profile Lists allow Sprinklr users to make a curated group of users and save it as a list. Profile lists are available both at the Workspace-level and Customer-level. A list can fetch filters and tags from Profile Bios, Profile Statistics, and Profile Properties.From the Global Profile Lists 

manage global profile lists

Global Profile Lists

Knowledge Base Article

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Profile List

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User Input for Individual Entity Actions

This feature allows users to define the Changeset Entity Action for each individual entity in the export file. As part of this enhancement, an additional column is added to the export file, enabling users to specify the required actions for each entity. Once updated, the export file can be importe

Knowledge Base Article

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Deploying Inbound Change Set

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Configuring a rule to assign Cases based on CSAT ratings

How you can leverage Rule Engine to auto-assign cases to expert agents based on predicted CSAT rating so that they can focus on the most relevant and critical cases.If the CSAT prediction of any message sent by a fan is below the expectations of your brand then that case can be automatically assigne

Knowledge Base Article

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Assignment Engine Use Cases

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User Opt-in and Opt-out methods

IntroductionBefore you are allowed to send notification messages to customers on WhatsApp, you must first receive consent from the customer to communicate with them via an explicit opt-in process. This is a mandatory requirement from Whatsapp as they don’t want businesses to spam their customers.​Re

Knowledge Base Article

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Advanced Use Cases

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Create Facebook Campaign Shells for Brand Lift Study

Measure the market impact of your brand awareness using measurements like brand polling and enhance the performance of your ads.Facebook Brand Lift Study helps you measure the real impact of your brand awareness campaigns based on customers’ behaviors throughout your funnel. It uses brand polling an

Knowledge Base Article

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Reporting & Analytics

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Create a rule for Preferred Case Assignment by Agents

You can configure a rule to identify users who have engaged with a case in the past.Case Update and Case Creation rules can be configured with a condition to use Custom Fields to prefer an assignee. These Custom Fields can be created and used to identify users who have engaged with a case in the pas

Knowledge Base Article

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Assignment Engine Use Cases

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How to use Callback Manager?

The Callback Manager screen in the Supervisor Console enables supervisors to monitor and manage the callbacks scheduled by agents. Supervisors can view the callback details, including case number, campaign name, agent's name, and callback status. They can also take actions on the callbacks, such as

Knowledge Base Article

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Callback Monitoring

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WhatsApp outbound case creation and inbound case association

PersonaCare agents, Care supervisors - Users who need to reach out to the fans (customers) by sending them a WhatsApp message. Use casesBrands can reach out to their customers on WhatsApp and create a case. If the customer replies to the brand, their message will be associated in the same case. This

Knowledge Base Article

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Advanced Use Cases

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Referral in Facebook Messenger

Facebook Messenger allows you to create a link (M.Me links) that when clicked, the user will automatically start a conversation with your bot. The mechanism is very simple and effective when it comes to boosting your conversions. What’s more, it is a platform-independent solution, meaning that it wo

Knowledge Base Article

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Customer Entry Points

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Create Cases via Guided Workflows

Using the Create Records node in a guided workflow, you can create social or voice cases and store them in Sprinklr.Imagine a customer is experiencing an issue with a product they recently purchased, and visits the brand's website for support. They come across a guided workflow specifically des

Knowledge Base Article

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Case Creation

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Configure API Node in Sprinklr IVR

The Configure API node in Sprinklr IVR enables integration with external systems to fetch data and execute actions. This guide provides a step-by-step configuration process and explains each technical field and parameter in detail.PrerequisitesBefore configuring the API node in IVR, ensure the follo

Knowledge Base Article

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How to Setup Business Logic

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Creating Voice Applications using API

IntroductionThis article provides information on creating and updating Voice Applications and Voice Accounts using external APIs. The API simplifies lifecycle management by enabling automated provisioning and streamlined updates through intuitive and easy-to-integrate endpoints.Use CasesRapidly prov

Knowledge Base Article

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Setting up Voice accounts

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Deploying Quality Management Persona

To deploy Quality Management in any partner, a support ticket is raised at tickets@sprinklr.com. The partner needs to soecify separately if there is a need to enable Automated QM and Coaching functionalities.Once the persona is deployed, the standard setup from QM can be imported for both Manual and

Knowledge Base Article

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Getting Started with Quality Management

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Configuration Steps

Callback functionality is available by default for Supervisors. The Scheduled Callbacks dashboard can be filtered, sorted or modified as required. Filters Supervisors can use the various filters to segregate callbacks according to their requirements.The following table describes the available filter

Knowledge Base Article

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Callback Monitoring

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Twitter Media Guidelines

When uploading media content and publishing through Sprinklr, there are channel-specific requirements and recommendations to consider. Below, you will find the optimal specifications for images and videos supported in Twitter. Twitter Media GuidelinesEntitiesImage GuidelinesVideo GuidelinesFormatJPG

Knowledge Base Article

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Media Guidelines

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YouTube Data Sync Frequency

YouTube posts are updated regularly from the published date to a certain time period, the frequency at which the posts and accounts are updated is mentioned as data sync frequency. Here we provide information on this frequency for different levels of metrics.Data Sync FrequencyMetricsSync FrequencyT

Knowledge Base Article

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YouTube Data Sync Frequency