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Sprinklr Social: 20.10 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

marketing

Insights

social

Social RN 2025

+3

Knowledge Base Article

 • 

20.10 Release (26th Sep '25 Onwards)

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Skip Logic

Skip Logic improves the flexibility and relevance of surveys by directing respondents to specific questions or sections based on their previous answers. This dynamic approach tailors the survey experience, ensuring participants only see questions that are relevant to them. By personalizing the surve

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

 • 

Survey Logics

SH
How to Transfer Tags from Ads to Ad Comments via Rules

Get more insights into what people are saying about your products and prevent negative sentiments on your posts.​Social networks are the most influential medium for finding inspiration for purchases. However, negative reviews stop 40% of buyers from wanting to use a business, causing a decrease in d

marketing

Ad Comment Moderation

Advertising

Paid Rules Engine

Knowledge Base Article

 • 

Transferring Tags from Ads to Ad Comments

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Home Page Widgets

Case ReportingThis widget gives an overview of the total number of cases, average CSAT score, and average handling time, along with the percentage change in the metrics’ values and its trend for the selected duration. You can change the duration for a widget from the top right corner.Top Contact Dri

Service

Knowledge Base Article

 • 

Homepage

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Concurrency Extract

This extract captures agent activity at an aggregated time‑slice level, where each row represents a unique combination of an agent and a defined date interval (such as daily, weekly, or hourly depending on configuration). It provides visibility into how agents manage multiple case assignments simult

Knowledge Base Article

 • 

Digital Data Extracts

SH
Add an Apple Messages for Business account

Apple Messages for Business is a service that allows your organization to chat directly with your customers using the Messages app.​You can configure and add your Apple Messages for Business account in Sprinklr. By adding this account to Sprinklr, you will be able to interact with wider audiences. T

Service

Knowledge Base Article

 • 

Account Addition

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Sprinklr Service: Patch Changes (19.5.2)

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

 • 

19.5.2 Patch (Jul 12-15, '24)

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Real-Time Work Queue Report

The Real-Time Work Queue Report provides the current backlog volume and progress volume of a Work Queue. These insights provide information on the number of Cases awaiting assignment, the duration Cases have been waiting, and the Cases currently assigned to users in the Work Queue.The Real-Time Work

Service

Knowledge Base Article

 • 

Detailed Report Glossary

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Channel Overview - Live Chat

The Channel Overview - Live Chat summary offers a comprehensive overview, including the total number of cases, counts of open and closed cases, first resolution time, service level compliance for first resolution, average case closure duration, interaction details, and the current status of all case

Service

Knowledge Base Article

 • 

Detailed Dashboards

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Android - v13.0.3

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your Android mobile app.​Note: Before you begin, note the following requirements:Sprinklr Messenger requires a minimum Android API level of 24.Sprinklr Messenger for Android supports compileSdk

Service

Knowledge Base Article

 • 

Older Versions

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Callback Extracts

Callback Extracts capture detailed information about callback and task requests created with respect to different voice conversations.These extracts track the complete lifecycle of a callback task—from the moment a customer opts for a callback/ agent creates a callback for the customer, to when the

Knowledge Base Article

 • 

Voice Data Extracts

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Sprinklr v15.2.0 - 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 click on a

experience:space

Modern Engagement Capabilities

Modern Engagement Capabilities and Enhancements

Winter Release

+6

release_note

 • 

v15.2.0 (February)

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Persona Apps for Modern Marketers

For Sprinklr Marketing users, upfront information is critical to quickly identify top-performing content and campaigns to take appropriate actions. A persona-based interface gives Sprinklr users quicker access to relevant information. Personas solve for usability and reduce complexity through a simp

marketing

Persona Apps

Knowledge Base Article

 • 

What are Marketing Persona Apps?

SH
Sprinklr Marketing: 17.4 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 click on a

17.4 Release Notes

Modern Marketing New Features

Modern Advertising New Features

17.4 New Features

release_note

 • 

v17.4.0 (April)

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Sprinklr CTI in Salesforce

The new version of the Salesforce connector (V3) by Sprinklr introduces enhanced capabilities for agents working within Salesforce's Service Cloud. With this update, agents can now utilize Sprinklr voice directly within Salesforce, eliminating the need for switching between different platforms

marketing

Insights

social

Service

+2

Knowledge Base Article

 • 

Overview

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Creating and Managing Work Queues

For a case or call to be assigned by Unified Routing, it must be routed into one of the Work Queues present in Unified Routing from the Rule Engine / IVR. These queues created in UR become available in the Rule Engine / IVR from where cases/calls are diverted to the work queues. Work Queues act like

26.1

Sprinklr Service

20.10

Service

+1

Knowledge Base Article

 • 

Setting up Queues

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Channel Overview - Social

The Channel Overview – Social Report is a powerful analytics and monitoring tool designed for contact centers and customer engagement platforms. It delivers both real-time and historical insights into customer interactions across social media channels such as Facebook, X (formerly Twitter), Instagra

Service

Knowledge Base Article

 • 

Detailed Dashboards

SH
Sprinklr v16.2.0 - Sprinklr Insights 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 c

experience:space

Winter Release 2021

16.2.0

New Capabilities and Enhancements

+5

release_note

 • 

v16.2.0 (March)

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Configuring IAM Roles for S3 as Source

The Unified Data Connector module allows you to configure an S3 bucket as a source using IAM roles, ensuring secure data sharing without exposing AWS Access Key ID and Secret Key. IAM roles can be configured to connect Unified Data Connector with the S3 bucket. This article consists of the following

marketing

Insights

social

Service

Knowledge Base Article

 • 

List of Supported Connector Types

RS
Placeholder Text

Placeholder Text simplifies the creation of personalized surveys by enabling you to insert dynamic information, such as previous responses, metadata, or contact details, directly into question titles. This allows survey questions to be context-aware and more engaging for respondents. By reflecting r

Sprinklr Insights

26.1

Insights

New Article

+2

Knowledge Base Article

 • 

Survey Logics