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System Action Elements

This article covers the following topics:Execute ActionCustom Field ActionsAdd or Remove from QueuesAdd NoteWork Queue PropertiesAssign CaseSet SkillsSet Priority RankAssign Agent ​These elements serve the purpose of performing actions, such as assignments, transfers, custom field updates, etc.

Service

Knowledge Base Article

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Guided Workflow Canvas

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Send SMS/Email/WhatsApp

The Send SMS/Email/WhatsApp functionality in User Communication Elements enables guided workflows to deliver real-time messages to users via their preferred communication channels. This feature provides a seamless way to update users, confirm actions, send reminders, or share essential information d

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Knowledge Base Article

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Guided Workflow Canvas

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Configuring Grounding in FAQ+

In this article, we will explore how you can configure grounding to ensure that the LLM’s responses are based on the knowledge content provided. Note: Grounding reduces, but does not complete eliminate the risk of hallucinations.Brands will lost the ability to do small talk with FAQ+The solution pre

Service

Knowledge Base Article

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Setting up FAQ+ bot

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Define Robots Meta Tags to Instruct Search Engines

Enhance the control over the indexing, following, and archiving behavior of knowledge base articles using the "no index," "no follow," and "no archive" tags. These tags offer advanced capabilities for SEO optimization and content management within your knowledge base.​N

Service

Knowledge Base Article

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Robots Meta Tags

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How to Use Dynamic Image Templates to Apply Star Ratings

You can easily apply different images/shapes to your Dynamic Image Templates based on dynamic text input. The Dynamic Text to Image element allows you to add a script-based logic (similar to conditional mapping) for showing specific images/shapes in specific situations to your templates. F

marketing

Knowledge Base Article

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Use DIT to apply Star Ratings

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Best Time to Call a Lead

The Best Time to Call a Lead feature helps you find the best time to call your leads by looking at past data. Currently, leads are chosen randomly based on the campaign strategy and available leads. There is no way to know the best time to contact each lead. This feature uses past call information t

Service

Knowledge Base Article

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Lead Rules

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How to Generate Hash

The hash is a Hash-based Message Authentication Code (HMAC) generated using the SHA-256 algorithm. Live Chat supports a timestamp-based HMAC signature that:​Validates a user's identity securelyExpires after a defined period (default: 1 minutes)Prevents signature reuse​Let’s take an example of t

Service

Knowledge Base Article

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Initialize Sprinklr Live Chat

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Best Practices for Using Triggers

​This article provides practical guidelines for admins and users who configure Triggers in Entity Studio that are easy to understand, predictable in behavior, and simple to maintain over time. These recommendations help you avoid unnecessary complexity, performance issues, and troubleshooting challe

Knowledge Base Article

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Triggers

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Callback Settings

The Callback Settings module is available under Voice Care. Previously, users had to create separate callback campaigns and go through multiple steps to set up ​callback-related configurations. With this, callback settings are a standalone module within the Voice Care section, offering a much easier

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Knowledge Base Article

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Callback Settings

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Add Column Section for Record Manager

The Record Manager is a dynamic, tabular interface that allows you to manage records efficiently. The Columns section enables you to configure the visible fields, sorting logic, filtering rules, row-level actions, and other interaction options.You can configure the Record Manager through the Columns

Knowledge Base Article

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Add Column Section for Record Manager

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Profile Management Elements

This article explores profile management actions in guided workflows, detailing how to efficiently update, modify, and manage profile-level data to streamline processes and enhance user experiences.Four actions under Profile Management are:​​Profile List ChangeThe Profile List Change action in guide

Service

Knowledge Base Article

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Guided Workflow Canvas

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Version History in Guided Workflows

With Version History, you can keep track of every change made to a guided workflow over time. It gives you access to a complete record of past versions, allowing you to review, restore, or reference earlier configurations whenever needed. Whether you're troubleshooting, auditing, or just want to rev

Service

Knowledge Base Article

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Guided Workflow Canvas

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Guided Workflow - Other Action Elements

This document gives detailed insights into the Other Actions element in the Guided Workflow Configurator. ​​​Create Support CaseThe Create Support Case node is primarily used when the Guided Workflow is integrated with Sprinklr Communities. It allows for the creation of support cases raised within t

Service

Knowledge Base Article

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Guided Workflow Canvas

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Decision Box Node

Before we beginWe need to understand what are Dialogue trees.OverviewA decision box node in Sprinklr's chatbot system is like a crossroad in a conversation, where the bot makes decisions based on certain conditions. It enables the bot to understand and respond differently depending on user inpu

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Knowledge Base Article

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Nodes in a Dialogue Tree

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Reporting on QM

​The standard Quality Management reporting dashboard displays a range of relevant Quality metrics and KPIs that allow Quality managers and supervisors to look at agent quality performance and extract post-call data in order to train the agents better.​Standard Quality Management WidgetsTop QM Metric

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Knowledge Base Article

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Module Wise Use Cases

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Quality Management Capabilities

Sprinklr's Quality Management CapabilitiesCase Analytics ViewView Case Conversation, Case Information, AI Scoring all in one screen while Manually Evaluating Cases. Detailed explanation on Case Analytics View can be found here .Omni-channel CapabilityOmni-channel interaction view of the case co

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Knowledge Base Article

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Quality Management

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How to use the Smart Rule Manager

​Smart Rules  help to predefine the consumer-based content and activate the Paid Initiatives when market trends are favorable. Smart Rules allow you to optimize your ads based on Listening Topics  and Live Weather Insights. ​The Smart Rule Manager can be found in Ads Settings and shows a list of all

marketing

Knowledge Base Article

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Configuring Smart Rules

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Viewing Google DV360 Campaigns in Ads Manager

View DV 360 campaigns in Ads ManagerClick the New Tab icon. Under the Sprinklr Marketing - Advertising tab, click Ads Manager within Analyze.In the filters container from the top dashboard bar, click Channel and select Google DV360 to filter the corresponding campaigns. ​3. Click the View and Edit i

marketing

Knowledge Base Article

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Ads Publishing

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Reporting on Surveys

How you can leverage Care reporting to analyze and organize the main findings of your customer care surveys and identify key areas of improvement. With reporting, you can measure customer satisfaction and provide actionable insights for business development.Sprinklr supports reporting for customer c

Service

Knowledge Base Article

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Module Wise Use Cases

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Dynamic Record Manager - Setting up the Persona App

Before you Begin:In standard persona apps, the Data Connector isn't initially visible. This article provides a walkthrough on configuring a persona app to incorporate the Data ConnectorNote: To ensure the feature is enabled, please contact tickets@sprinklr.com and provide the Partner ID and Name. If

Service

Knowledge Base Article

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Entity Studio