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TRAI- India Government Regulation on SMS Link Structure

The new regulation from the Government regulations states that senders can utilise shortened URLs only if these URLs clearly indicate their relationship with the sender. This means that any shortened URL included in your SMS communications must reflect the business sending the message. To comply wit

Publishing - SES

social

Social - SES

Knowledge Base Article

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Advanced capabilities

SH
ACW Reporting

After-call work (ACW) refers to the process of documenting and tracking the tasks and activities that are performed by customer service representatives after a customer call is finished. This can include tasks such as entering notes about the call into a customer management system, updating customer

Service

Knowledge Base Article

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ACW Reporting

RS
Co-Browsing Report

The Co-Browsing Report shows real-time screen-sharing sessions, where agents guide customers through on-screen navigation. It provides insights into session frequency, duration, and the modes used, helping brands identify behavioral patterns, assess session outcomes, and evaluate the effectiveness o

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Detailed Call States Extract

Detailed Call States Extract captures the detailed call states that a particular voice interaction goes through. It segments and provides granular, each call state-level records representing the different stages a call progresses through during its lifecycle.Each call generates multiple state events

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

SH
Journey Reporting Outbound Data Source

After deploying a journey, you may want to evaluate the engagement of the audience. Sprinklr provides you with the ability to measure customers' engagement during a customer journey via its Reporting dashboard. It helps you to have a detailed overview of sent, opened, read and failed messages (depen

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Standard Reporting

SH
Things to know before creating an IVR

Clicking on Create / Edit will open up a canvas as shown below. IVR builder offers a complete drag and drop interface along with various modules (or nodes) - each having a different functionality. 6 Major ComponentsCanvas: The canvas is the working area of the builder, where you build an IVR Workflo

Service

Knowledge Base Article

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What is an IVR?

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Bulk Import X Cards

X cards allow you to advertise on X with more attractive, visual, and dynamic content that helps capture your audience's attention with images and videos. You can create multiple X cards at once by using the X Cards Import capability within Sprinklr Marketing (Ads). This will allow you to save

marketing

Knowledge Base Article

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Set up Twitter Cards

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Seamlessly Connect Your Conversational AI App to Channels

OverviewOnce your Conversational AI app is set up, the next step is testing it to evaluate user experience and flow accuracy. To connect your app with a channel, there are two methods. The first method scales using bot rules via the Rule Engine. In this article, we'll focus on the simpler seco

Service

Knowledge Base Article

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Bot Rule Setup

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Type of Automations

There are three types of automations - Task Creation, Task Update, Time Based  Task Creation Automation: Task creation automation runs when a new task is created. A new task can be added in the project either manually, or via an import or via a task form when user fills in a response. For manual tas

PM_POPULAR_2

marketing

PM_PROJECT_AUTOMATIONS_2

PM_GENERIC

+2

Knowledge Base Article

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Getting Started

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Sprinklr Unified Platform (Integrations) and Cross Products (Display/Presentations): 20.4.1 Release Notes

Sprinklr Unified Platform and Cross Products' latest 20.4.1 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows. ​

marketing

Insights

social

Service

Knowledge Base Article

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20.4.1 Patch (11th May '25 Onwards)

RS
Callback Extracts

Callback Extracts capture detailed information about callback and task requests created with respect to different voice conversations.These extracts track the complete lifecycle of a callback task—from the moment a customer opts for a callback/ agent creates a callback for the customer, to when the

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

RS
Voice Transfer Report

This report utilizes Social Analytics as its data source and provides a detailed overview of call transfers, encompassing crucial data points such as agent information, transfer types, transfer times, and transfer statuses. When you examine these elements, you gain insights into call handling effici

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Voice Use Cases

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Export CXM Profile Data for Multiple Profiles

You can export CXM profile data for profiles using Right to Access Cases. In case you want to export profile data for multiple profiles with the same name, you can create Right to Access Cases for each Profile IDs of those profiles, and then export CXM profile data.  So, you can

experience:space

Insights

social

Export Profile Data

+12

Knowledge Base Article

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Privacy Guides

RS
User Occupancy Report

Overview:​​The User Occupancy Report allows users to analyze and monitor agent availability and status within a given time range. The record generation is based on occupancy clock trigger that runs every hour and the time spent in each status during that one hour is recorded. Data Aggregation and Fi

Sprinklr Insights

26.1

Service

Updated Article

Knowledge Base Article

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Report Glossary

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Call Detailed Report

This is an agent level report and thus the Call Activity values recorded are based on/ derived from the Agents’ console or the workspace. This section gives insights on every case with respect to each agent involved in the case, provides the time split/ time taken during the call processing and the

Service

Knowledge Base Article

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Reporting & Analytics

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Organization

Organization1. Creates a new organizationEndpoint: POST /paid/governance/create/organizationRequest Body :FieldTypeRequiredDescriptionorganizationIdStringYesUnique ID to identify the organizationnameStringYesThe display name of the organizationactorUserEmailStringYesThe email address of the user cre

marketing

Knowledge Base Article

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Governance

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How to Use Application Testing for Whatsapp?

To learn about Application Testing, see What is Application Testing?​Before You StartNote: To enable Application Testing for Whatsapp, please contact tickets@sprinklr.com and provide the Partner Name ID and Name. If you are unsure of your Partner ID and Name, please contact your Success Manager for

Service

Knowledge Base Article

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Testing Bot Workflows

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How to Configure Agent Analytics View

In this article, you learn how to personalize and customize the widgets featured on the agent analytics page. These widgets offer flexibility, enabling you to choose and configure the metrics and information as per your requirement.Getting the Record Page ID for an Agent Analytics PageRight click an

Service

Knowledge Base Article

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Agent Analytics

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Detailed Voice Transfer Extract

The detailed transfer extract focuses on call transfer activity within voice interactions. This captures granular transfer-level records generated during voice conversations, providing visibility into how calls are routed, transferred, and received across agents, queues, IVRs, and external destinati

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

RS
Detailed Call States

The Detailed Call States provides a comprehensive view of the call's journey as it progresses through Sprinklr system. It shows when each state was applied to the call, along with information about the caller associated with that state and the timestamp of the event. When you create a new widge

Service

Knowledge Base Article

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Detailed Report Glossary