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Create a Dialogue Tree

A dialogue tree is a logical design for a conversational journey. It defines the sequence of a conversation with a virtual agent based on the questions the bot asks and the various replies a user provides.The dialogue tree consists of various nodes that can be linked to create a conversation based o

Service

Rushi Test Temp

Knowledge Base Article

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Dialogue Trees - Overview

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Chinese Source Upgrade

Sprinklr has partnered with one of China’s leading data vendors to fetch data from channels like Xiaohongshu and Kuaishou. These are some of the most popular apps that are used in China for sharing user-generated content in the form of videos, pictures, or text. This data will now be available to cl

Insights

Midu

China Midu

Knowledge Base Article

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Sina Weibo

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Custom Reporting Dashboards for Advocacy

In Advocacy Reporting, you can use Advocacy-specific metrics and dimensions to create custom dashboards and widgets. Custom dashboards for Advocacy allow you to customize the data you see and the way that it's visualized. Note: Use of this feature requires that Advocacy Marketing be enabled in

experience:space

article:howto

release:N-A

Advocacy - SES

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Knowledge Base Article

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On Site Reporting (Advocacy)

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Controlling Stickiness wait in different Availability Status

Efficient customer follow-up is essential for providing seamless support experiences. To enhance this process, Unified Routing introduces the concept of Stickiness, allowing organizations to route returning customers to the same agent with whom they have interacted last time. This assignment is norm

Service

Knowledge Base Article

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Additional Use Cases

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Create a post using the Quick Publisher

Leverage your social account in the best possible way using Sprinklr's social publishing tool which provides you with key publishing functionalities to enhance the content you publish. In this article, we will go through the key features of Quick Publisher.​Steps to create a post using the Quick Pub

Create a post

Publishing - SES

Create a post using the Quick Publisher

Create a post in Quick Publisher

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Knowledge Base Article

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Getting started with publishing

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Capacity Configuration for Omni-channel Agents

Unified routing allows Channel level capacity configuration where administrators can allocate and manage capacity across multiple communication channels within a contact center or customer service environment. In simple terms, users can set how much capacity should be consumed by each case for that

Service

Knowledge Base Article

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Setting up Agent Capacity

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iOS - v12.1.2

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your iOS mobile app.Note: Sprinklr Messenger supports iOS 15.1 and above.Step 1: Setup You can set up the Live Chat SDK in iOS using one of two methods:CocoaPods Swift Package Manager (SPM)

Service

Knowledge Base Article

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Older Versions

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Update customer information

An ACW is a form that an agent needs to fill after disconnecting the call to capture vital information from the call. ACW may include tasks such as taking call summary, updating customer information in the CRM, scheduling a callback, sending follow up emails, updating customer details in the Sprinkl

Service

Knowledge Base Article

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Update customer information

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Self-Service Tools

The self-serve capabilities of Sprinklr empower customers to help themselves with tools and resources to research, evaluate, and make informed decisions about products or services independently, reducing the need to seek help.  Knowledge Base and FAQs: Sprinklr’s self-serve knowledge base and FAQs p

Service

Knowledge Base Article

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Self-Service Options

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Setup/Edit a Link in Bio Site

This article shows you the way to setup or edit a Sprinklr Link in Bio site.Steps to setup Sprinklr Link in Bio siteClick the New Tab icon. Under the Sprinklr Social tab, click Sprinklr Link in Bio within Engage.In the Sprinklr Link in Bio window, click Create New in the top right corner.In the Sele

social

Link in Bio - SES

Link in Bio

Social - SES

Knowledge Base Article

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Getting started with Link in bio

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Sprinklr Social: 19.8.1 Capabilities and Enhancements

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. Here are the key features included in Sprinklr's latest release:Note: The content on this page is subject to ch

marketing

Insights

social

Service

Knowledge Base Article

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19.8.1 Patch (Oct 3-10, '24)

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Android - v12.1.0

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

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Older Versions

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Adding live chat using Google Tag Manager (GTM)

You can embed live chat using GTM as well. For doing this, log in to Google Tag Manager account at the following link - https://tagmanager.google.com  Create a new tag by clicking "Tags" on the left side menu and then on the "New" button. ​Name your tag. Click on "Tag Config

Service

Knowledge Base Article

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Website Installation

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Dynamic Capacity in Omni Channel Routing

Efficient case management is crucial for delivering exceptional customer support. To deliver this, Unified Routing introduces the Dynamic Capacity feature, a powerful tool that reduces the consumed capacity for cases based on their inactivity. By intelligently reallocating resources, organizations c

Service

Knowledge Base Article

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Additional Use Cases

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Expire Live Chat Templates

You can expire all Live Chat templates (card, carousel, quick reply, etc.) present in a conversation, preventing customers from interacting with them.​​​There are two methods to expire these assets:Via RulesTo do this,Create a Case Update rule in Rule Engine.Under “Actions on chat conversation assoc

Service

Knowledge Base Article

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Rich Text Assets

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Request Source in Outbound Message Conditions

When creating outbound rules, users can use Request Source to set custom fields, tags, or campaigns based on the source of messages or to force a mandatory approval path for messages coming from widgets. Request Source is just a condition in the rule engine with respect to outbound messages.Rule Cre

Publishing - SES

Request Source in Outbound Message Conditions

Request Source

Outbound Message

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Knowledge Base Article

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Automation in publishing

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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

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Older Versions

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How to Tag Information Using Custom Fields?

​​Pre-requisite for configuring this node in IVR: Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission​​​While working with any entity like a message, customer profile, or case, there’s always a need to store metadata or some properties f

Service

Knowledge Base Article

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How to Setup Business Logic

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View Activity ​Details for Published UGC Assets

With the Published Activity support for user-generated content, you can monitor the publishing activity of UGC assets, identifying which social accounts have posted the content and the corresponding market or region​. Steps to View Activity ​Details for Published UGC Assets​Click the New Tab icon .

social

Social - SES

UGC - SES

Knowledge Base Article

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Advanced Use Cases

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Apply a macro on Engagement Dashboards Messages

Macros allow you to execute complex actions with a single click. In Sprinklr, a macro is a saved configuration of multiple actions that allows you to apply more than one change to a message, a SAM asset, or other entities in Sprinklr, all at once. Below, we will explore how macros can be applied fro

Apply Macro

Engagement Dashboards

macro

Engagement - SES

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Knowledge Base Article

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Message Actions & Automation