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Creating and Assigning Capacity Configuration to Agents

Unified routing gives us the ability to manage the assignment of cases or tasks in a more robust and precise way, which helps teams manage their resources efficiently and cater to customer queries proficiently and smoothly. In this article, you will learn about how unified routing helps you to manag

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Setting up Agent Capacity

RS
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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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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Enable Signature for Distributed Users (Admin)

You can allow the Distributed users to include Signatures in their communications. The signature usually includes content that a user would want to incorporate, irrespective of whosoever the mail/message is being sent to. Signatures may consist of details about the users' designation or professional

social

Enable Signature in Distributed

Social - SES

DST - SES

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Knowledge Base Article

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Publishing & Calendar (Distributed Admin)

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Pinterest V3 to V5 Migration - Functionality Changes

We would like to inform you about an important upgrade to the Pinterest API in Sprinklr. This upgrade involves transitioning from Pinterest v3 to v5.If you currently have Pinterest accounts added in Sprinklr, please be aware that as part of this change, you will need to re-add your Pinterest Account

social

Pinterest V3 to V5 Migration

Functionality Changes

Knowledge Base Article

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Setting up Pinterest account in Sprinklr

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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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Standard Co-browse Configuration

Co-browsing in Live Chat allows agents to securely view the customer’s screen and assist them in real time. This feature enhances customer support by enabling faster issue resolution and providing more personalized guidance. This article walks you through the end-to-end process of configuring co-bro

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Co-browsing

RS
Sprinklr Copilot for Social - Planner Summary

Planner Summary delivers users a concise, actionable summary of their Editorial Calendar/Planner, highlighting post distribution and optimization opportunities across multiple dimensions - tailored to any filters or selections applied on-screen.Note: Sprinklr Copilot for Social is now generally avai

Publishing - SES

social

Sprinklr Social

New Article

+4

Knowledge Base Article

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Social Copilot

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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 DAM asset, or other entities in Sprinklr, all at once. Below, we will explore how macros can be applied fro

Apply Macro

macro

Engagement - SES

Engagement Dashboard

+3

Knowledge Base Article

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Apply multiple message actions at once with macros

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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

+2

Knowledge Base Article

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Getting started with Social Engagement

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Text Processing Skill - Dynamic Workflow

OverviewWhen the Text-Processing skill is triggered, the user text variable provided by the user will be sent to the LLM and it will process the prompt and generate an output variable based on the Input variable and Prompt it receives.Use Case for Text Processing Skill in Dynamic Workflow node Data

Service

Knowledge Base Article

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Dynamic Workflow

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Campaign Third Pane - Properties

When you open a Campaign in the third pane, you can access in-depth information of the campaign including the campaign's properties and the entities it is currently associated with. To Navigate to Campaign Third PaneClick the New Tab icon, navigate to Sprinklr Marketing → Marketing Tab, and cli

marketing

Third Pane

campaigns

Campaign Details

Knowledge Base Article

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Campaign Third Pane

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Supervisor Comprehensive Reporting Dashboard - Digital

This report provides a consolidated view for Supervisors or Team leads on their agents overall performance including their Login-Logout activity, Case Assignments, Productivity, Macro Application, Handling and Response SLA, Escalations and CSAT. ​Note: User and User Manager mapping is required. 

Service

Knowledge Base Article

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Supervisor Persona Report

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Sprinklr Social: 26.1 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

26.1

marketing

Insights

social

+3

Knowledge Base Article

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26.1 Release (7th Jan '26 Onwards)

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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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Sprinklr Copilot for Social - An Overview

IntroductionSprinklr Copilot for Social is your smart assistant built to streamline the daily workflows of Social Media Managers and Reporting Analysts, from planning to reporting. Whether you're evaluating performance, uncovering content trends, or exploring platform features, Copilot empowers you

Publishing - SES

Sprinklr Social

New Article

20.10

+3

Knowledge Base Article

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Social Copilot

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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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Agent Performance Extract - Voice

The Agent Voice Performance extract focuses on agent-level performance for all the voice interactions. Each row represents a unique agent interaction or attempt and includes offered, answered details along with talk time, hold time, ACW (wrap), transfers, and call outcomes. These fields enable the c

Knowledge Base Article

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Voice Data Extracts

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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

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Frequently Asked Questions - TikTok

In this article we will cover the most frequently asked questions about TikTok Business.FAQsSome metrics are not showing up in the brand’s dashboard. Is something broken?These metrics are refreshed in T+24 hours (UTC time) from the post being published at TikTok's end itself.Account-levelTikTok Foll

Frequently Asked Questions

social

faq

TikTok Business

Knowledge Base Article

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Know more - TikTok