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Video Call Analytics

OverviewVideo Call Analytics provides a comprehensive set of widgets and features designed to help businesses analyze and optimize video call interactions between agents and customers. It includes tools for reviewing call transcripts, tracking customer and agent timelines, and marking key moments li

Service

Knowledge Base Article

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Additional Features

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How to Bulk Import Ads for Creation Purposes

Bulk Importing Ads is an efficient way to create multiple ads in the Ads Manager. This makes campaign launches faster by allowing you to effortlessly scale capabilities that would add value to the different stages of the Advertising workflow. In this article, we will guide you through the following&

marketing

Knowledge Base Article

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Configuring Bulk Imports

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Compose X Carousel Ads

Create X Carousel Ads to showcase multiple products in one Ad.​​Enablement Note: The use of this capability requires that Sprinklr Marketing (Ads) be enabled in your environment. To learn more about Sprinklr Marketing (Ads), please work with your Success Manager.What are X Carousel Ads?X Carousel Ad

marketing

Knowledge Base Article

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Publish Twitter Ads

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Video Calls Overview

Video call is a feature that allows brands to make one-way or two-way video calls on the web/mobile. Video calls can be initiated by customers or agents depending on the use case. Sprinklr provides video call solution in integration with AWS (Amazon Web Services).​Sprinklr Video Call requires no dow

Service

Knowledge Base Article

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Overview

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Configure Guardrails in AI+ Studio

Guardrails in AI+ Studio help you enforce responsible AI usage by restricting the generation or processing of harmful, inappropriate, or policy-violating content. You can configure a Guardrail to monitor and restrict specific types of content generated or submitted through generative AI models.This

Sprinklr Service

marketing

Insights

social

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Knowledge Base Article

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Get Started with Guardrails

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Auto Translation of Messages in Case Stream

Care Console automatically translates customer messages, allowing agents to interact with their customers in their native language. In Care Console, you can view the auto-translated messages in the language of the logged-in user.​For example, English agents will be able to read and respond to Spanis

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Sprinklr Service

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26.1.1

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Knowledge Base Article

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Publishing Functionalities

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What is a Keyword Query?

Overview A keyword query, also known as a keyword search or keyword-based search, retrieves relevant information by using keywords or key phrases.To detect intents and/or entities, you can create keyword queries that check for the presence or absence of certain keywordsKeyword Matcher Query in Entit

Service

Knowledge Base Article

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Keyword Query

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Twitter Capabilities and Limitations

In this article, we will cover the capabilities and limitations of Twitter within the Sprinklr platform.Twitter General Capabilities and LimitationsFunctionalitySprinklr Space SupportedSprinklr Mobile SupportedNotesPublish PhotosYesYesMaximum allowed size - 5 MBYou can publish up to 4 photos in a si

social

Knowledge Base Article

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Capabilities and Limitations

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Sprinklr Service: 20.10 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's l

Sprinklr Service

marketing

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social

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Knowledge Base Article

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20.10 Release (26th Sep '25 Onwards)

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Predictive Dialers

Definition: A predictive dialer is an automated outbound calling system designed to enhance contact center efficiency by automatically dialing numbers and connecting successful calls to available agents. It operates as a type of contact-first dialer, wherein calls are initially dialed to customers,

Sprinklr Service

20.10

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Updated Article

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Knowledge Base Article

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Dialers

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Error Handling in CRM User Mapping

When integrating CRM systems like Salesforce with Sprinklr, it's crucial to ensure accurate and consistent user mapping. This section outlines the error handling and validation checks required during the user mapping process.Validation Rules for Adding/Updating User MappingEnsure that the follo

marketing

Insights

social

Service

Knowledge Base Article

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Troubleshooting and FAQs

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Sprinklr v16.5.0 - Sprinklr Social Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below! Navigation TipsRead through the release notes below, or you can

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v16.5.0 (July)

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Set Up Single Sign-On

Single Sign-On (SSO) capability replaces standard email/password login to Sprinklr. It will enable login using the customer’s company credentials. This adds convenience for the customer as they have fewer logins that they need to create and remember. Additionally, SSO also provides improved security

experience:space

Insights

social

Single Sign-On

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Knowledge Base Article

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SSO

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Canned Responses in Distributed

Canned Responses are predefined brand-compliant responses to routine customer questions such as 'how can I add a credit card to my account' or 'how do I apply for a refund'. You can simply document your responses, save these templates as canned responses, and let your agents use them whenever they g

Canned Responses in Distributed

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Social - SES

DST - SES

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Knowledge Base Article

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Engagement (Distributed Admin)

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Pinterest V3 to V5 Migration - Functionality Changes

We would like to inform you about an important upgrade to the Pinterest API in Sprinklr. This upgrade involves transitioning from Pinterest v3 to v5.If you currently have Pinterest accounts added in Sprinklr, please be aware that as part of this change, you will need to re-add your Pinterest Account

social

Pinterest V3 to V5 Migration

Functionality Changes

Knowledge Base Article

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Setting up Pinterest account in Sprinklr

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Mapping Configuration Screen for Voice Cases

You can map the source headers to the Sprinklr destination fields using the Mapping Configuration screen. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating

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Knowledge Base Article

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Mapping Configuration Screen for Voice Cases

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Social Login

1. Get Social Login By User EmailEndpoint:GET /paid/governance/get/socialProfiles/?userEmail=<email>Description:Fetches a list of social login accounts linked to a given user email.Query Parameters:NameTypeRequiredDescriptionuserEmailStringYesEmail ID of the userResponse: List<Object>[ {

marketing

Knowledge Base Article

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Governance

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Debug Logs in Guided Workflows

​The Debug Logs in Guided Workflows help you find out why a Guided Workflow failed during execution. You can directly see where the issue happened, check the error details, and fix it. This makes it easier and faster to test and improve your workflows.​Currently, the Debug Logs capability is availab

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Advanced Topics

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Process Execution Analytics Report

Extensive data points and customer journeys in the IVR can be tracked through the Process Execution Analytics data source in reporting. You can report on the customer journey within the IVR, including the sequence of customer interactions at each conversation level.Metric/DimensionDefinitionCase Num

Service

Knowledge Base Article

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Report Glossary

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Support for Bulk Import of Live Chat Cases Using Multi Case Format

A Multi-Case file format is defined for Live Chat cases in addition to a Single-Case format. In a Multi-Case file format, a single zip file contains a metadata file and a message file that corresponds to multiple cases. Here in the metadata file, there are more than one conversation id and multiple

marketing

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social

Service

Knowledge Base Article

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Supported Format for File Based Connectors