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Unified Platform and Cross-Products: 18.5 Capabilities and Enhancements

Unified Platform 18.5 release updates includes integration of new channels like JIRA and Snowflake, while the recent cross-product enhancements include Crisis & Alerts monitoring capabilities and other usability updates.

18.5 Release

18.5 Cross-Product Release Notes

18.5 Unified Platform Release Notes

18.5 Display and Presentations Release Notes

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Knowledge Base Article

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v18.5 Spring Release (May)

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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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Meta Impressions Metric Deprecation in Social Analytics - Impact on Unified Analytics

OverviewMeta has deprecated multiple Impressions metrics across Facebook Page Insights API endpoint and introduced Views metrics as their long-term replacements. This change originates from Meta’s Graph API v21.0 updates. Starting November 15, 2025, any dashboard using Impressions metrics will displ

marketing

Knowledge Base Article

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Overview

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Unlocking the Power of CPaaS

In today's interconnected world, effective communication is vital for businesses to thrive. Imagine a technology that empowers organizations to enhance customer support, revolutionize marketing campaigns, transform telehealth services, and streamline logistics operations. That technology is Com

service channels- voice

Service

Knowledge Base Article

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Potential of Sprinklr Voice

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Project Analytics

OverviewProject Analytics provide detailed insights into your Tasks at the Project level. You can use this feature to gain insights into task distribution across users and teams, analyze Project progress and identify trends affecting task progress. Managers can use Analytics to keep a bird’s eye vie

marketing

Knowledge Base Article

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Project Level Analytics

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Agent Performance Report

Supervisors can analyse the performance of their agents by viewing data against different metrics like Call count, average call time, hold time, etc. As a unified omni-channel platform, Sprinklr allows supervisors to customise reports for different channels like Voice, Social, Email and LiveChat. In

Service

Knowledge Base Article

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Reporting & Analytics

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Enable Google Analytics 4 (GA4)

Note: As of 1st July 2023, Google Analytics (UA) has been sunset, however, we have successfully implemented Google Analytics 4 (GA4) in Sprinklr. This migration will allow us to continue accessing crucial website traffic analysis and user behavior insights.To ensure a smooth transition, please follo

Service

Knowledge Base Article

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Reporting on Livechat

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How to make clean IVRs

Call Another Flow NodeOften certain subflows are frequently required in many IVRs. For example - if multiple IVRs are configured in such a way that all require some standard inputs like language, phone number etc every time. In such cases it is most convenient to make a seperate IVR for these repeti

Knowledge Base Article

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How to Setup Business Logic

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New Disclose Video Content Options in TikTok

Overview To promote transparency and build trust between TikTok users and advertisers, creators now have the option to disclose when content shared via Stories or Posts is branded. This setting can be enabled when promoting a brand, product, or service. Starting August 22, 2025, specific parameters

Publishing - SES

social

Social - SES

Knowledge Base Article

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Advanced capabilities

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Who can benefit from Supervisor Console?

Supervisor Console is a powerful monitoring tool to keep a close 360 view of your team. While the direct supervisor uses it effectively to manage agents and their performances, managers and heads across the hierarchy can leverage this console to monitor and analyze critical KPIs across their complet

Service

Knowledge Base Article

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Introduction to Supervisor Console

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What are Skills and how to use them ?

For a brand, it is important that every customer query should be resolved in the least possible time and with maximum customer satisfaction. A customer expects that his/her query should be sent to an agent who has adequate knowledge and experience to resolve the issue faced by the customer. Unified

Service

Knowledge Base Article

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Unified Routing Overview

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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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Get familiar with entities available in Listening Settings

Learn how to access Listening Settings and get familiar with the functionalities available there.​In this guide, you will walk through the basics of the Settings menu of the Social Listening module, including how to access Listening Settings from the navigation menu and the available entities under

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

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Configure Custom Webhook Header Fields for Inbound IVR Calls

Sprinklr supports extracting custom SIP header fields from inbound IVR calls using the Expose Custom Headers From Provider Webhook setting in the Voice Configurator section. This feature allows administrators to map and utilize metadata—such as SIPCallID, P-Asserted-Identity, and User-to-User—for dy

Service

Knowledge Base Article

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Configure Custom Webhook Header Fields for Inbound IVR Calls

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Move and Distribute Widgets in Display/Presentations

Creating visually appealing and well-organized storyboards/presentations often involves the manipulation of multiple widgets such as text boxes, images, charts, and shapes. Sprinklr Display/Presentations now supports multiple widgets to be selected and moved together in a layout. This greatly simpli

Display - SES

social

Social - SES

Knowledge Base Article

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Display

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iOS - v13.0.3

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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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

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Transferring Tags from Ads to Ad Comments

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How to import a file using FPDI

Sprinklr’s FPDI offers the capability to import message and its related custom data in the form of an excel file, which can be viewed and ingested into Social Listening. Additionally, users can now transform the data on Sprinklr before it can be ingested into Social Listening.  What file formats are

Insights

Import FPDI File

Build FPDI File

Knowledge Base Article

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First Party Data Ingestion

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Add Content Source-Question Answer Pairs

​Use this feature when your AI Agent needs to respond to:Custom FAQsQuestions not addressed by other content sourcesSteps to add question‑answer pairsIn the AI Agent dashboard, go to Training Content and select View All under Question‑Answer Pairs.In the Question‑Answer Pairs window, select Add Ques

Knowledge Base Article

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Knowledge Content

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Automatically Optimize Images for Publishing

Image optimization tool helps in converting the user image file format, compressing it to reduce the file size, and performing other editing tasks so that the image adheres to all the channel specifications while publishing an image through Sprinklr. Image optimization in Sprinklr is available for F

26.1

Publishing - SES

social

Sprinklr Social

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Knowledge Base Article

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Advanced capabilities