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Agent’s Override Settings

User group settings include assignment setups that individuals inherit from their respective user groups. These settings apply to all members of the group. Whenever a user is added to or removed from a group, their assignment settings automatically adjust according to the group's settings.If an admi

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Setting up Agents for Routing

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How to Navigate the Ads Creative Library

Leverage the Ads Creative Library to select from existing or create new ad creatives for your ad campaigns.The Ad Creatives repository within the Asset Manager houses all your existing and new assets used for advertising efforts and provides a unified view of your social media practice. In

marketing

Knowledge Base Article

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Ads Creative Library Screen Explained

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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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How to Create Google My Business Column?

Google My Business (formerly termed as Google Places) allows you to create and claim your business listings across one or more locations. Your business listing will include business name, location, website, contact details, operating hours, pictures, and reviews. It appears on the right-hand side of

experience:space

Google Places

cloud:core

Google My Business

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Knowledge Base Article

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Google My Business

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Setting the Voice Setting Screen

Large-scale outbound voice campaign management can be challenging as different business configurations are required. These campaigns are significantly impacted by parameters such as call handling, pacing ratios, and abandonment rates.There is now a Voice Settings Screen on Sprinklr. All the essentia

26.1

Sprinklr Service

20.10

Service

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Knowledge Base Article

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Outbound Settings

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Unified Platform & Cross-Products: 19.5 Capabilities and Enhancements

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Unified Platform & Cross-Products ​Sprinklr Marketing​​Sprinklr Insights

marketing

Insights

social

Service

Knowledge Base Article

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19.5 Release (May 18-26, '24)

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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

SH
Sprinklr Social: 17.4 Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Navigation TipsRead through the release notes below, or you can click on a

17.4 Release Notes

17.4 New Features

17.4 New Capabilities

Social Engagement & Sales Release Notes

Knowledge Base Article

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v17.4.0 (April)

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Troubleshooting and Best Practices

Following are some commonly asked questions along with their answers.Q: What happens in reporting if a Checklist or a Checklist Parameter is deleted?A: If a checklist or its parameters are deleted, reporting remains unaffected. Historical data still displays the checklist and its questions with dime

Service

Knowledge Base Article

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Audit Checklist Builder

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Canned Responses in Distributed

Canned Responses are predefined brand-compliant responses to routine customer questions such as 'how can I add a credit card to my account' or 'how do I apply for a refund'. You can simply document your responses, save these templates as canned responses, and let your agents use them whenever they g

Canned Responses in Distributed

social

Social - SES

DST - SES

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Knowledge Base Article

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Engagement (Distributed Admin)

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Scheduled Exports

Use Sprinklr's Scheduled Exports to set up automated exports of your Listening and other reporting dashboards.Sprinklr’s Scheduled Exports allows you to set up automated as well as customizable exports of your Listening, Benchmarking, and other reporting dashboards to keep your team informed. You ca

Service

Scheduled Exports

Knowledge Base Article

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Advanced Entities & Settings in Listening

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Power BI Connector

Microsoft Power BI is a business analytics service that provides interactive visualizations with self-service business intelligence capabilities, enabling end-users to create reports and dashboards by themselves without having to depend on information technology staff or database administrators. You

experience:space

Insights

social

feature:integrations

+9

Knowledge Base Article

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Power BI

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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

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Reference Guide for Sprinklr Marketing

Welcome to Sprinklr Marketing. This is your go-to guide with essential resources to get you started. Getting Started with MarketingLaunch your digital marketing campaigns and implement your use cases in Sprinklr Marketing.Quick Start Guide  Glossary  Setting up Users and User groupsSprinklr provides

marketing

Knowledge Base Article

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Reference Guide for Sprinklr Marketing

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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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What can I do with Facebook?

Facebook  is becoming a great social media platform for businesses. We shared reasons for your brand to be on Facebook in this article. Once your brand onboards on Facebook, there are multiple use cases to leverage it for customer experience management. This article covers some of these use cases:​E

social

Knowledge Base Article

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Getting Started - Facebook

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Field Visibility

Visibility of a field is determined by their availability in other projects or portfolios. You can find existing fields in the ‘Choose Existing’ section while adding a column based on the level of the field’s visibility. Please note that for convenience, the words “Field” and “Column” are used inter

PM_PROJECT_SHEET_VIEW_2

PM_TASK_SHEET_VIEW_2

PM_GENERIC_2

Knowledge Base Article

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Columns in Tasks

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Instagram Channel Updates

April 2025With the release of Graph API v22, receiving usernames of profiles commenting on Instagram ad posts now requires additional account linkages. To access this data, your Instagram account must:Be linked to a Facebook PageHave both the Instagram account and Facebook Page under the same Busine

social

Service

Knowledge Base Article

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Getting started - Instagram

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Understanding the Concept of Contact in Service Reporting

Interactions refer to any instance of communication or engagement between a customer and the system, whether through Voice (calls/conversations) or Non-Voice (cases such as email, chat, or tickets).Interactions are structured differently across Voice and Non-Voice channels. Voice: In Voice, both Cas

Service

Knowledge Base Article

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Reporting Architecture

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What can I do with Facebook?

Facebook  is becoming a great social media platform for businesses. We shared reasons for your brand to be on Facebook in this article. Once your brand onboards on Facebook, there are multiple use cases to leverage it for customer experience management. This article covers some of these use cases:​E

social

Knowledge Base Article

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Facebook Messenger Overview