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RS
Dialer Preview Rules

Dialer Preview Rules provide a flexible way to manage outbound call operations. These rules determine which numbers can be dialed based on specific conditions related to:Dialer profiles used to dial numbers.Dialing status based on predefined conditions.Agent properties that determine the ability to

Sprinklr Service

Service

26.1.1

Updated Article

Knowledge Base Article

 • 

Dialers

SH
Clone Macros

OverviewSprinklr now allows existing macros to be cloned. Cloning macros lets you quickly create new macros using the configuration of an existing macro. You can use this feature to create macros that will have similar configurations without having to manually enter individual fields for all macros.

video:no

cloud:core

Insights

social

+9

Knowledge Base Article

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Macros

SH
Twilio Porting

Porting is the transfer of a phone number between two telephone service providers on behalf of an end-user. The process involves providing the right documentation to prove ownership of the number as well as coordination between the existing provider and the new provider with regard to the number

service channels - voice

Service

Knowledge Base Article

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Twilio Porting

RS
Sprinklr Copilot Features for Service

Sprinklr Copilot transforms customer service operations by leveraging AI to deliver faster, more personalized support across all digital channels. It assists agents by summarizing conversations, suggesting empathetic and compliant responses, and automating routine tasks like ticket categorization an

marketing

Insights

social

Service

Knowledge Base Article

 • 

Sprinklr Service

SH
What is a Customer-Facing/External Guided Workflow?

OverviewA Customer-facing/External Guided Workflow is an interactive, step-by-step interface that empowers customers to independently address their queries. It can be seamlessly integrated into client websites, Sprinklr communities, or knowledge base articles. These workflows offer a wide range of f

Service

Knowledge Base Article

 • 

What is a Customer-Facing Guided Workflow?

SH
Use Linkedin Reactions

LinkedIn Reactions are a set of expressions that offer users a way to participate in conversations easily, and communicate with their network. In this article, you will learn about how to use LinkedIn reactions in Sprinklr.Like, Unlike, React to PostsClick the New Tab icon . Under the Sprinklr Socia

Service

Knowledge Base Article

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Engagement on Linkedin

SH
User groups

User groups are a collection of users. You can use user groups to segment users and make bulk actions on them, like giving permission to a user group at once, putting a user group in an assignment queue, etc.A user can belong to multiple user groupsThere are two types of user groups in SprinklrStati

Service

Knowledge Base Article

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Sprinklr Service Glossary

SH
Sharing of Reports and Engagement Dashboards

Reporting and engagement dashboards helps agents to review their performance and get an idea of overall cases handled by them.Share report dashboards with inbound agent persona1. Click the Options icon in the top right corner of the desired reporting dashboard and select Share.​2. On the Share D

Service

Knowledge Base Article

 • 

Setting up Agent Persona

RS
Omnichannel Queue Report

The Omnichannel Queue Report delivers a unified, contact‑level view of workload performance across voice and digital channels. It calculates and visualizes key operational, service, and workforce metrics at both Parent and Child workload levels, ensuring consistent measurement across all interaction

Sprinklr Service

26.7.1

Updated Article

Knowledge Base Article

 • 

Queue Report

SH
Macro Actions

How Macro Actions help you save the unnecessary number of clicks to supercharge the productivity of your agents.Macros execute multiple actions on an asset in Sprinklr, allowing you to make complex updates in just a single click. It can be applied to various assets and can be configured with a numbe

manual inputs

marketing

Insights

article:howto

+5

Knowledge Base Article

 • 

Macros

SH
What is Message Validation?

OverviewMessage Validation allows users to perform all testing-related activities on the platform.Once you have built the model, we can evaluate the accuracy of an intent model by validating messages with different expressions.We can also give feedback to the intent model for messages that are not c

Service

Knowledge Base Article

 • 

AI/NLP Testing

RS
Historical Assignment Wait Reasons

The Historical Assignment Wait Reasons feature enables users to view the specific reasons cases were waiting within a queue over time. By accessing this information at the case level, administrators gain valuable historical insights to identify bottlenecks, understand queue performance, and make dat

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Assignment Failures & Troubleshooting

SH
How to Start Receiving Calls

When any inbound call gets assigned, a call popup appears with the relevant customer information.​​​​Call modal can be minimized by pressing the down arrow on the callpop and then it will be shown at right bottom as shown below:​​​Incoming CallsIncoming calls will appear as a pop up with customer de

Service

Knowledge Base Article

 • 

Handle Inbound Calls

RS
Read Email Headers

Email capability includes an advanced capability that allows email header metadata to be fully read, parsed, and used throughout routing and case-handling workflows. This strengthens email-based automations by giving access to detailed information that was previously unavailable during ingestion.Whe

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

 • 

Read Email Headers

SH
Insight Detailed View

The detailed exploration in the third pane allows users to gain a thorough understanding of the insight, its contributors, root causes, associated cases, and any collaborative comments made by team members.Click View Details at the bottom of the insight card to open the third pane.Overview TabPresen

26.1

Sprinklr Service

20.10

Service

+1

Knowledge Base Article

 • 

Configuring Insights Hub

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Message Updates in Editorial Calendar

In this article, you will learn how to view all the latest updates made to the messages in Sprinklr in Editorial Calendar.How to view Message Updates in Editorial Calendar?Navigate to the Editorial Calendar.Click on the Message Updates Icon in the top right corner of the window. In the Message Upd

Editorial Calendar

marketing

Message

Knowledge Base Article

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Calendar Actions

SH
Standard Voice Extracts - Inbound

The inbound report provides the validation on all the inbound calls/cases you observe at the Agent, Case, and Campaign level interactions.​User Persona: Managerial LevelUnique Customer ExtractThis report provides the overall Call count & time stats for all the calls that you receive from every c

Service

Knowledge Base Article

 • 

Unlock Insights from Inbound Reports

RS
Guided Workflow Screen Components - URL

OverviewThis is an extension of the text input. It also has a pattern for validation of the URL and a placeholder to show the end user the expected format of the URL.Various Fields in URL InputVarious Fields in URL ComponentAPI Name: The API Name is a unique identifier used to reference a particular

Service

Knowledge Base Article

 • 

Guided Workflow Canvas

RS
Add Multiple Page Administrators with Multiple Authorization Tokens (GMB)

Multiple authorization tokens allow multiple users to be recognized as administrators of same Google My Business (GMB) page within Sprinklr. If one admin’s token becomes inactive—for any of the reasons outlined in this article—the GMB account remains active. Other authorized users with valid tokens

social

Knowledge Base Article

 • 

Google My Business

SH
Facebook Domain Verification

Domain Verification allows domain owners to edit link previews coming from their owned sites. Brands can verify that they own certain domains through Facebook's Business Manager. Verification functionality is available to all businesses and establishes access at domain level, including all sub-

social

Knowledge Base Article

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Publishing in Facebook