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Apply Handover Protocol Using Rule Engine

Handover Protocol is a functionality that allows bots and agents to hand off control of the conversation on Instagram to each other. This article walks you through the process of setting rule engine flow with the actions and controls present for Instagram hand over protocol process. Apply Handover P

social

Knowledge Base Article

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Advanced capabilities

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Automatic Survey IVR

IVR survey is one of the most efficient ways to collect customer feedback for the interaction happening between agent and customer. In this article we will learn how to configure automatic survey IVR which gets triggered just after agent disconnects.​Business Use CaseWhenever the agent-customer conv

Service

Knowledge Base Article

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Setting up Agent Persona

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Persistent Menu For Instagram Messaging

You can level up engagement with your fans using Persistent Menu in Instagram, by giving them access to highlights or FAQs from this new menu option. You can configure the menu options based on your needs. This feature helps you highlight trending items, or your website/popular items. you can also p

Persistent Menu For Instagram

Persistent Menu For Instagram Messaging

social

Persistent Menu

Knowledge Base Article

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Advanced capabilities

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How to Create Saved Audiences

A Saved Audience can be used for specific channel targeting. You can create Saved Audiences in the Audience Manager to be used later in Ads for efficient, easy-to-use targeting.Note: Saved Audiences created on native will not be auto-imported to Sprinklr unless it is used in an Ad or Ad Set, valid f

marketing

Knowledge Base Article

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Create Saved Audience

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Radio as a Listening source

By adding Radio as a Listening source, you can listen to and learn from radio channels.Sprinklr supports Radio as one of its traditional Listening sources. Radio source contains radio broadcasts of news or commentaries on various topics. LexisNexis provides a transcript and audio clips of major Radi

Insights

Radio Data

Radio as a Listening Source

Knowledge Base Article

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Radio

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Customer Availability Manager

In countries with multiple time zones, such as Germany and Mexico, aligning agent availability with customer contactable hours is difficult due to regional business hour differences. This challenge can lead to calls being made outside customer business hours, risking non-compliance and customer diss

Service

Knowledge Base Article

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Customer Availability Manager

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IVR Detailed Extract

IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits th

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

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Using Appointment Nodes in Dialogue Tree

Now that you have set up slots for agent availability and linked them to an Appointment booking template, you need a way to publish it to the end user and actually set up the appointment based on the selected date and time.​Following are the appointment booking-related nodes and steps used in Dialog

Service

Knowledge Base Article

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Configuration Steps

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Define Y-Axis Scale in widgets

While creating or adding a widget to any of your dashboards, you can use the Define Y-Axis Scale feature (available under the Configuration section). It will help you define the custom values for minimum and maximum Y-Axis along with the step size for the number of divisions.The dashboard widgets su

manage widgets

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Y-Axis Scale

Knowledge Base Article

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Define Y-Axis Scale in Widgets

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Add an Ozonetel Voice account

Use the Ozonetel Voice integration to route inbound and outbound calls through Sprinklr Service. Adding an Ozonetel Voice account allows Sprinklr to receive call traffic from your Ozonetel telephony provider and enables features such as IVR flows, voice bots, and agent call handling.Enablement Note:

Account

Service

Ozonetel

Voice

Knowledge Base Article

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How to add Oz number

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Ozonetel Infrastructure Options

In today's digital age, delivering exceptional customer experiences requires efficient and effective communication channels. Sprinklr understands the importance of voice interactions in fostering meaningful connections. Sprinklr enables businesses to leverage powerful Voice Infrastructure conne

service channels - voice

Service

Knowledge Base Article

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Ozonetel

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AppsFlyer Ads Reporting Metrics & Dimensions

Once your AppsFlyer is integrated, you'll be able to view analytics data in Ads Reporting. The following metrics are available and can be used to build widgets in custom dashboards.Supported Dimensions and Metrics for ReportingAvailable DimensionsDimensionsDescriptionAppsFlyer Ad IDThe Ad ID as

marketing

Knowledge Base Article

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Reporting & Analytics

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Actions in Engagement Dashboards

Actions in Engagement dashboards help you quickly perform functions on billions of conversations on social media. In this article, you will learn about how to perform column actions in each column that you have added to the Engagement dashboard.Add or Create a Dashboard:To create an Engagement Dashb

actions in engagement dashboards

Engagement - SES

Engagement Columns

Actions

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Knowledge Base Article

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Message Actions & Automation

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Slots

A slot is an information the bot collects from the user during a conversation to carry out a task or answer a question. Slots allow the bot to skip steps by storing information from previous conversations in memory.Before You StartMake sure that you have created the required Keyword Matcher Query.St

Service

Knowledge Base Article

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Setup Entities

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Flutter

This article walks you through the step-by-step process of integrating Sprinklr Live Chat into your Flutter WebView application.Package Dependencyflutter_inappwebview: ^6.1.5Step 1 - Getting StartedTo integrate Sprinklr Live Chat into your Flutter WebView application, you’ll first configure the WebV

Knowledge Base Article

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Webview

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Manage What-If Scenarios in Forecast Scenarios

The What-If Scenario functionality enables you to address different situations and assess their impact on key parameters of individual Forecast Scenarios, such as volume, average handling time (AHT), shrinkage, and more.Navigate to What-If Scenario Record ManagerFollow these steps to navigate to the

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Forecast Scenarios

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Publish to Yammer Group

Yammer is a collaboration tool that helps you connect internally across the company. Sprinklr helps to manage all your conversations and share alerts directly via Sprinklr​Publish to YammerGroupYou can use the key publishing capabilities in Sprinklr to enhance the content you publish to Yammer. This

Engagement

capabilities

social

yammerr

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Knowledge Base Article

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Yammer

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Create a PII Masking Template in AI+ Studio

Masking is the process of hiding or obfuscating sensitive information to protect it from unauthorized access. AI+ Studio allows you to create masking templates to define how sensitive data should be masked, ensuring compliance with security and privacy policies. This guide explains how to create a P

marketing

Insights

social

Service

Knowledge Base Article

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PII Masking

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Dynamic Image Template Text Editor: Enhancements and Migrations

OverviewWe are excited to announce important updates to our Dynamic Image Template (DIT) system following the 19.8 deployment (August End Release). This update includes a transition from the old text editor to a new, advanced text editor. Below, you'll find details about the changes and how the

marketing

Knowledge Base Article

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Create and edit Dynamic Image Template

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Assign Mandatory Message Approval

OverviewIf you are a Sprinklr Administrator, you may assign mandatory approval for published posts by select team members. An example use case would be if a member of your team is responsible for producing content related to a regulated industry and would require the approval of the legal team befor

video:no

cloud:core

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release:N-A

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Approval