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Autowrap in After Call Work (ACW)

The autowrap feature in After Call Work (ACW) is designed to boost the productivity of call center agents by automating the after-call work process. This functionality allows the predefined auto-wrap values of fields to be automatically applied in case an agent fails to submit the ACW manually, ensu

Sprinklr Service

20.7.1

Service

Updated Article

Knowledge Base Article

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Auto Wrap After call work

RS
Sprinklr Social: 19.2 Capabilities and Enhancements

Sprinklr's 19.2 release comes with exciting new capabilities(Publishing, Engagement, Distributed, Advocacy) that will further enhance your experience of using the platform.

marketing

Insights

social

Service

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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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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Automatically Optimize Videos for Publishing

Video optimization tool helps in converting user video file format, compressing it to reduce the file size, and performing other editing tasks, so the video looks perfect. w.r.t channel specifications while publishing a video through Sprinklr. Video optimization in Sprinklr is available for Facebook

26.1

Publishing - SES

social

Sprinklr Social

+2

Knowledge Base Article

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Advanced capabilities

RS
Voice Debug Console

Voice Debug Console offers comprehensive insights into every aspect of incoming voice calls on Sprinklr. It provides detailed analysis, ranging from call quality assessments to identifying reasons for disconnections. Voice Debug Console simplifies the debugging process for voice calls from an admini

Service

Knowledge Base Article

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Testing and Debug Logs​

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Customize Site Menu Options

The navigation bar on the Advocacy site is an important part of the platform which allows users to quickly switch between different parts of the platform with a single click through the Menu Icons. Sprinklr Advocacy allows you to customize these Site Menu options by allowing you to enable/disable an

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Platform Configuration

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Create Case Using Journey Facilitator

Step 1: Select “Create Record” Node in Journey Facilitator canvas. ​ Step 2: Set the following details as shown in the image below. Change the From Social Network field depending on the channel on which you will be sending the message later on (Say Email, SMS, etc.). From Social Network User ID shou

Service

Knowledge Base Article

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Journey Builder

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Create Snapchat Reach and Frequency Campaign

Snapchat's Reach and Frequency buying allows advertisers to purchase reach-optimized campaigns via the API, provided to advertisers to plan and buy campaigns in advance.​

marketing

Knowledge Base Article

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Compose Snapchat Ads

RS
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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Add a Stack Exchange Account

Stack Exchange is a large and much trusted online community consisting of 170+ Q&A websites on topics in diverse fields. Each site covers a specific topic, where questions, answers, and users are subject to a reputation award process. The reputation system allows the sites to be self-moderating.

social

Stack Exchange

Add a Stack Exchange Account

Knowledge Base Article

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Stack Exchange

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Deflection to Other Channel

In this article we will learn about how admins can configure IVR to deflect customer from IVR to digital channels when customers wait to connect to an agent.Business Use Case When customers interact with an IVR system, they often opt to connect with a live agent to report an issue or seek assistance

Service

Knowledge Base Article

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IVR Use Cases

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Set up Screener Questionnaire

The 'Screener Questionnaire' is a fundamental tool that plays a pivotal role in capturing vital user information, ensuring governance, content relevancy, and insightful reporting. This comprehensive guide delves into the significance of the Advocacy Screener, the crucial role it plays in s

Advocacy - SES

social

advocacy admin console

Social - SES

+2

Knowledge Base Article

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Platform Configuration

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How to Identify Comments as Being from Paid/Organic and Dark/Published Posts

In order to help you easily identify all of your ad & dark post comments and view them all in one place, this article will show you how to configure:Ad Comments Queue & Engagement DashboardDark Comments Queue & Engagement DashboardPaid Status Custom Field, Detection Rule & MacroDark

marketing

Inbound Rules

Ad Comment Moderation

Advertising

Knowledge Base Article

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Identifying Paid & Dark Comments

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Sprinklr Service: 19.2 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.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Adding Stack Exchange Profiles in Sprinklr

Relevant personasTo whom is this capability relevant?Social Media Managers Account ownersUse casesWhat business problem does it solve, and what can it achieve?If a brand has teams active on Stack Exchange, they can onboard them to Sprinklr and enable appropriate moderation.Brands can enable users to

social

Stack Exchange

Sprinklr Social

Channels - SES

+2

Knowledge Base Article

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Stack Exchange

RS
Discovery of Generative AI FAQ Bot

OverviewThis article will serve as a guide to discovering the requirements for building a Generative AI-powered FAQ Bot.Use Cases of Generative AI FAQ BotIdentify your requirements for the FAQ Bot. Depending on your needs, two main use cases can be as follows:Fully FAQ-Based Bot: If your requirement

Service

Knowledge Base Article

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Before you build

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Difference between end call and Hangup node

Hang Up  ​This node ends the call for caller, but IVR is still ongoing and actions like sending surveys, email etc can be executed after hangup node. In case if IVR is used for Conference, then using hang-up node will end the conference call with IVR, while agent and caller remain on call.   End Con

Service

Knowledge Base Article

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How to Setup Business Logic

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Chat Action for Video Call

This is only required for customer-initiated video calls.Configure Chat Action for Video CallAdd the chat action for a video call. Note that it will not be displayed automatically to the customer; it needs to be enabled through the Rule Engine.Navigate to Live Chat Care and either edit an existing a

Service

Knowledge Base Article

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Configuration Steps

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Schedule Callback while in the queue or EWT is high

In this article we will learn about how admins can configure IVR to schedule a callback when customers wait to connect to an agent.   Business Use Case When customers interact with an IVR system, they often opt to connect with a live agent to report an issue or seek assistance. Throughout this proce

Service

Knowledge Base Article

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IVR Use Cases

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iOS

This article walks you through the step-by-step process of integrating Sprinklr Live Chat into your WebView application.Step 1 - Getting Started1. Creating Live Chat Controller, Adding Live Chat URL and Injecting JavaScript to Listen to WebView EventsURL: ​http://prod-live-chat.sprinklr.com/page?app

Service

Knowledge Base Article

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Webview