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Assigning interactions to the same agent

Concept of Stickiness In Unified Routing, stickiness refers to a predefined time period during which a case is considered a follow-up or continuation of a previous interaction of the agent with the customer. If the customer reaches out within the stickiness duration, the case is assigned to the same

Knowledge Base Article

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Setting up Skill based routing

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Create lead using ACW

Lead creation is the process of identifying and nurturing potential customers for business. Sprinklr provides the functionality that could help Agents to create potential leads during the call or after the call completion when they reach out to customers on voice as medium. These leads can be create

Knowledge Base Article

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Create lead using ACW

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Automate Twitter Feedback Cards

You can automate the process by which Twitter Feedback cards are sent to your followers. Automating Twitter Feedback Cards ensures consistency in your requests for feedback and will save time for your Customer Service team.Once Feedback is given, users will have the option to Tweet their experience,

Knowledge Base Article

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Automated interaction with customers

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Change Default Reply Handle for Twitter

The reply handle for Twitter can be changed on Sprinklr platform as desired. You can either change the handle while replying to a Twitter message from Agent Console or Engagement Dashboard or set it as default by creating an Autofill rule in Rule Engine.To Manually Change Twitter Reply Han

Knowledge Base Article

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Change Default Reply Handle

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Create a Geo Location Template for WhatsApp Business

Location messages allow you to send a location's latitude and longitude coordinates to a WhatsApp user.​​​You can create a contact card template in Digital Asset Manager to send on WhatsApp Business. Geo Location Template- Field Description & LimitationField NameDescription & Limitation

Knowledge Base Article

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Geo Location Templates

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User Journey

Content Showcase AppKnowledge Base AppGuided Workflow App

Knowledge Base Article

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Self Serve Apps

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React Native

This article walks you through the step-by-step process of integrating Sprinklr Live Chat into your WebView application.Step 1 - Getting Started​1. Creating WebView and Adding Live Chat URL  Before you begin,   Important - ​http://prod-live-chat.sprinklr.com/page?appId=65afb12b62317d2d4a58bfad_app_1

Knowledge Base Article

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Webview

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How to use Message Validation?

Steps to use Message Validation​Open the Conversational AI Persona App and go to "Test". Click on "Message Validation"In the Messages Validated section, select Validate Message in the upper right corner of the window.To get model predictions, follow these steps:On the Validate Me

Knowledge Base Article

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AI/NLP Testing

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Self Monitoring- Voice

A Self-Monitoring Voice Report is typically used to track and assess the performance of voice interactions of the agents. It allows individuals or teams to monitor their own performance based on predefined metrics or KPIs. In contexts like contact centers, a self-monitoring voice report can help age

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Detailed Dashboards

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Configure Service Level for Individual Queues

Parameters such as Service Level Agreement (SLA) and Short Abandon Time can be updated for individual Work Queues, allowing for tailored reporting specific to each Work Queue's Service Levels. This customization ensures that changes made to the parameters of one Queue do not impact the metrics of ot

Knowledge Base Article

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Standard Metrics

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Some Common Layouts

Depending on the ask, we can configure the Care Console layout into a 2-pane or a 3-pane layout which essentially means that there will be 2 columns for 2-pane layout i.e one column of the conversation Widget and another column of other widgets. Similarly, 3-pane layout gives 1 column to the convers

Knowledge Base Article

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Some Common Layouts

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Know about Agent Persona Home Page

Agent persona is a customized view for agents which helps in handling their interactions easily. It also helps the agent to track their performance with the customized dashboards.. ​The home page is the landing screen that is visible to the agent after they log in and consists of widgets that give a

Knowledge Base Article

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Functionalities of Agent Console

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Setting Up AWS Chime Account for Video Calling

You can integrate Live Chat with AWS Chime to enable video chat functionality. This involves setting up an AWS Chime account with the necessary permissions and linking it to Sprinklr. To support video recording and transcription, you can additionally configure service-linked roles in AWS and set up

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Configuration Steps

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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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API Node in Journey Facilitator

The API node in Journey Facilitator serves as a pivotal link between the platform and external systems, enabling users to seamlessly make API calls. Acting as a bridge, it facilitates communication with diverse entities, such as client databases, third-party vendors (e.g., Shopify, Shiprocket, CRMs,

Knowledge Base Article

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Journey Builder

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Screen Components

OverviewIn a customer-facing guided workflow, you can easily gather input from customers by utilizing various components available on a Screen. These components are designed to collect specific types of information from the user such as text, numbers, radio buttons, picklists, etc. To ensure the acc

Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

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Supervisor Comprehensive Reporting Dashboard - Digital

This report provides a consolidated view for Supervisors or Team leads on their agents overall performance including their Login-Logout activity, Case Assignments, Productivity, Macro Application, Handling and Response SLA, Escalations and CSAT. ​Note: User and User Manager mapping is required. 

Knowledge Base Article

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Supervisor Persona Reports

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Create, Link and Add an Instagram Business Profile

Relevant personasSocial Media Managers / Account owners: Any user who has credentials for the brand’s Instagram account and is authorized to add the brand’s social media accounts on Sprinklr.Use casesWhen you link an Instagram Business Profile in Sprinklr, you can monitor, view insights, publish to

Knowledge Base Article

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Account addition

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Send Inline Knowledge Base Article on Live Chat with Bots

OverviewAt Sprinklr, we've introduced the inline KB feature, seamlessly integrating our knowledge base into the live chatbot. It dynamically retrieves and presents updated articles in real-time, eliminating constant chatbot updates. Automatic rendering of fresh documentation ensures users acces

Conversational AI & Bots

Knowledge Base

Knowledge Base Article

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Knowledge Base

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Enable Smart Responses

Enabling Smart Responses for your brand allows agents to leverage AI-driven suggestions to enhance response efficiency and consistency. By activating this feature, customer care teams can receive real-time, contextually relevant response options, saving valuable time and improving overall service qu

Knowledge Base Article

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Smart Responses