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Bulk Disable Generative AI Features in Sprinklr

Sprinklr provides Generative AI (AI+) capabilities across multiple product modules, including Sprinklr Service, Insights, Marketing, Advertising, and Social. By default, these AI+ features are enabled for all environments post 20.7.1 release.Global Admins can use the Global Features configuration pa

Sprinklr AI+

marketing

Insights

social

+4

Knowledge Base Article

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Global Level Control

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Conversation Routing for Instagram

Meta has introduced Conversation Routing as a replacement for the now-deprecated Handover Protocol. With Conversation Routing, Instagram can assign control of user conversations to different connected apps based on the entry point of the message. This article outlines how Sprinklr supports this upda

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Conversation Routing

SH
Reporting on Co-browsing

The metrics/dimensions that are available for reporting on co-browsing as well as some sample widgets are as follows: Metrics/DimensionsMetric/Dimension NameDescriptionCo-Browse Count The total number of co-browse sessionsCo-Browse DurationThe total duration of the co-browse sessionCo-Browse ModeThe

Service

Knowledge Base Article

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Reporting

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Lookup Field

The Lookup Field in Entity Studio is a field that establishes a relationship between two entities. It allows you to link records from one entity (the child) to another entity (the parent), thereby creating a dynamic reference. This field type enables the management of cross-entity relationships, whe

Knowledge Base Article

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Fields and Relationship

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Add widgets from the widget library

Sprinklr also has a Widget Library, which is a collection of pre-designed and pre-built widgets that can be added to a reporting dashboard with ease. These widgets are curated to address various use cases and can be customized to suit specific needs. By using a widget library, users can save time an

Insights

add widget from widget library

Widget Library

Add Widget

Knowledge Base Article

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Add widget via widget library

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Random Sampling of Cases for Assignment

Case sampling rules revolve around the idea of selecting cases from a larger pool based on defined conditions. This selection is done in a random and unbiased manner, allowing contact centers to distribute Cases between queues without skewing results. Business Use CaseDistributing Cases between mult

Service

Knowledge Base Article

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Additional Use Cases

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Generic Macro Usage Report

The Generic Macro Usage Report provides details on the Macros applied at a user, profile, and message level. Refer to the Agent Case Macro Usage Report for Metrics and Dimensions specifically on Macros used by agents on Cases.The Generic Macro Usage Report belongs to the Miscellaneous Report Group.M

Service

Knowledge Base Article

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Detailed Report Glossary

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Manage User-Generated Content in Advocacy

Sprinklr offers On-Site User Suggested Content Management permission, which allows users to conveniently perform tasks such as approving, viewing, publishing, or rejecting content directly from the Advocacy Site. This eliminates the need to access the Sprinklr Space Environment to carry out these ac

26.1

Advocacy - SES

social

Sprinklr Social

+2

Knowledge Base Article

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User Generated Content Management (Advocacy)

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Track Customer Journeys in IVR Using Execution Data

The Customer Journey Reporting feature in IVR provides detailed visibility into how customers interact with your IVR flows. By using the Process Execution Analytics data source, you can track the sequence of node activities and analyze drop-offs, engagement, and completion rates.This report helps yo

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Track Customer Journeys in IVR Using Execution Data

RS
Integrating Adobe Workfront with Sprinklr

The Sprinklr and Adobe Workfront integration creates a seamless connection between Adobe Workfront’s campaign planning and Sprinklr’s publishing workflows. With this integration, teams can plan campaigns in Adobe Workfront and automatically create draft posts in Sprinklr with the relevant metadata a

26.1

marketing

Insights

social

+3

Knowledge Base Article

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Adobe

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Call Forwarding and Dial External Number using DID Transfer Node in IVR

The DID Transfer Node in Sprinklr IVR enables call transfers to a specified destination number or SIP endpoint. This feature is commonly used to route calls to different departments, branches, or external numbers while maintaining call continuity and quality.The DID Transfer node offers the followin

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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IVR Use Cases

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Standard Task Columns

OverviewWhenever you create a new Task Sheet view for an existing or new Project, it comes with six standard Task columns: Title, Task ID, Status, Priority, Start Date and Due Date. You can hide most of these columns or add more columns to your Task Sheet. However, you cannot change the columns'

marketing

Knowledge Base Article

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Columns in Tasks

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Chat Trigger Icon

The Live Chat trigger icon is the clickable icon displayed on your website that users click to start a chat session.Icon LogoYou can choose from 6 predefined icon logos or upload a custom icon under "Image". The 6 predefined icon logos can be found under Styling > Chat Trigger Icon >

26.1

Sprinklr Service

20.7.1

20.10

+3

Knowledge Base Article

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Chat trigger icon

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Guided Workflow Application - UI Capabilities

This article explains the quick and toolbar actions available for managing the Guided Workflow Application. It also highlights error message configurations and confirmation prompts to prevent accidental pauses or deployments.​Quick Actions on Guided Workflow ApplicationThe following image displays t

Service

Knowledge Base Article

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Guided Workflow Application

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Date Field

The article outlines the steps to create a Date Field in Entity Studio. Date field type allows you to enter a dateor select one from a pop-up calendar. Creating a Date Field in Entity StudioNavigate to Launchpad. From the Sprinklr Service tab, click Entity Studio from the Persona Apps section. The E

Knowledge Base Article

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Fields and Relationship

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Support for Bulk Import of Voice Cases Using Multi Case Format

A Multi-Case file format is defined for Voice cases in addition to a Single-Case format. In a Multi-Case file format, a single zip file contains a metadata file and multiple audio recordings. Here in the metadata file, there are multiple rows where each row corresponds to one Case. ​Note: For inform

marketing

Insights

social

Service

Knowledge Base Article

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Supported Format for File Based Connectors

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How to Install & Setup the Adjust Ads Integration

Setup Adjust in SprinklrBelow are the steps you need, to ensure a seamless integration between Sprinklr and Adjust, which will help you understand the data in a unified view.Step- 1 Before You BeginProvide below Details to your Success Manager​TermsWhere It Can Be FoundAPI Token Login to your

marketing

Knowledge Base Article

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Setting Up Adjust

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Insights Hub

The Insights Hub Report helps to generate reports on insights using standard metrics and dimensions. To add more depth and specificity to your reports, you can also incorporate custom metrics created during the configuration of insight groups.The Insights Hub Report belongs to the Conversational Ana

Service

Knowledge Base Article

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Detailed Report Glossary

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Data Management Nodes

This article explains the nodes in the Data Management section, providing an overview of their functionalities and usage within guided workflows. These nodes allow for efficient handling of data within Sprinklr’s platform, enabling users to retrieve, update, create, count, and delete records, as wel

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Guided Workflow Canvas

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Agent State Report

The Agent State Report provides details on the current state (if a user is working on a Case, idle, on call, or in another state) and availability status (available, busy, break, and so on as per configuration) of the users logged in to the platform. It helps infer the current user availability in t

Service

Knowledge Base Article

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Detailed Report Glossary