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Chat Analytics

The Chat Analytics Report offers extensive insights into customer engagement. It also provides an in-depth analysis of interaction patterns and funnel behavior. Dimensions such as website context, device details, and user agent data provide insights into customer behaviour and enable brands to fine-

Service

Knowledge Base Article

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Detailed Report Glossary

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Schedule Conformance Report

The Schedule Conformance Report provides details to the workforce managers to track agents' compliance with their activities during their daily shifts.The Schedule Conformance Report belongs to the Workforce Management Report Group. Below are some of the scenarios where this Report is beneficia

Service

Knowledge Base Article

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Detailed Report Glossary

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Flutter - v14.0.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your mobile app.​Note: Before you begin, note the following requirements:The minimum supported Xcode version is Xcode 16.1.Sprinklr Messenger for Android supports minimum API 24.Sprinklr Messen

Service

Knowledge Base Article

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Flutter 14.0.0

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Data Onboarding Using FTP

Marketers have a high volume of customer data that is difficult to manage and integrate for their customer experience efforts. Sprinklr offers secure and scalable data onboarding using one-time FTP configuration to import any amount of data. For recurring uploads, automation can be set up to push th

experience:space

Importing Profiles

Data Onboarding Using FTP

FTP

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Knowledge Base Article

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Integration Guides

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Add a WeChat Third Party Account

Adding a WeChat Third Party account in Sprinklr allows your team to engage, publish, report, and monitor your brand's WeChat account from the Sprinklr platform.To learn more about getting this capability enabled in your environment, please work with your Success Manager. Us

social

Service

Knowledge Base Article

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Add Account

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Add SSO as a Screener Question in Advocacy

With SSO setup, your employees are able to access advocacy platforms, but as a brand, there is no way for you to own user categorization that drives content visibility. So if you want to classify users into certain content categories, there is no way to do so. Going forward, you will be able to cate

Advocacy - SES

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SSO as a Screener Question

Social - SES

Knowledge Base Article

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Enablements

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Evaluation Report

The Evaluation Report offers an in-depth overview of evaluations conducted by auditors. It includes detailed audit-level information, such as the total number of checklist responses, profiles of the users performing the evaluations, key timestamps throughout the evaluation process and a breakdown of

Service

Knowledge Base Article

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Detailed Report Glossary

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Sprinklr v15.5.0 – Sprinklr Service Capabilities and Enhancements (Consolidated)

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!Note: To export this page as a PDF, use your browser's print functionality

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New Capabilities and Enhancements

15.4.5 Release

Modern Care Capabilities and Enhancements

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release_note

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v15.5.0 (July)

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How to Schedule/Reschedule a Callback for Customer from ACW

Sprinklr offers a powerful feature that allows brands to provide their agent with the ability to schedule callbacks for the customer. This feature comes in handy when customers want follow-up calls. In this knowledge base article, we will guide you through the setup process for the scheduling callba

Service

Knowledge Base Article

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Schedule a callback for customer

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Configuring Genesys Standard Connector for Voice

The Genesys PureCloud Connector for Voice integrates the Genesys Cloud platform with Sprinklr's unified customer experience management system. Using the Genesys connector you can import Voice cases into the Sprinklr platform. This provides enablement to manage voice interactions and provide seamless

marketing

Insights

social

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Knowledge Base Article

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List of Supported Connector Types

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Add an ITS Account

In Sprinklr, you have the option to add an ITS account to facilitate outbound messages. With this feature, you can conveniently send SMS messages to a large number of recipients.Key FeaturesFeatureSupportAre link publishing supported?Yes, they are supported and displayed as text.Does it support emoj

Service

Knowledge Base Article

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ITS

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Profile Anonymization

This functionality enables organizations to adhere to worldwide data privacy laws by anonymizing personally identifiable information (PII) for any customer profile when requested. Through a user-friendly interface, brands can sever all identifiable links between profiles, responses, and transactions

Insights

Knowledge Base Article

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Security Features

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Assign task to an External User

Tasks can be assigned to only a single user. Organizations have various ways to define their assignee for these tasks. Some brands have a predefined user for these tasks. Others select the user on the go. Also, a few brands even let an external person interact with workflow tasks. In this article, y

marketing

Task

Workflow Engine

Knowledge Base Article

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Define Tasks in Workflow

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Add a WeChat Third Party Account

Adding a WeChat Third Party account in Sprinklr allows your team to engage, publish, report, and monitor your brand's WeChat account from the Sprinklr platform.To learn more about getting this capability enabled in your environment, please work with your Success Manager. In

experience:space

article:howto

channel:wechat

WeChat Third Party Account

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Knowledge Base Article

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Setting up Wechat in Sprinklr

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Testing Lead Generation Forms for LinkedIn Ads

Lead gen forms are a feature designed to facilitate lead generation on LinkedIn Publishing. They are applicable only for the Lead Generation Objective on LinkedIn.  Users can publish a lead generation campaign as a draft without publishing an ad. This functionality is essential for usability improve

marketing

Knowledge Base Article

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Advanced Use Cases

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Sprinklr v16.5.0 - Sprinklr Social 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

article:reference

release_note

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v16.5.0 (July)

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Virtual Queue Reporting

A Virtual Queue (VQ) Reporting offers end-to-end visibility into how calls progress through the entire voice routing lifecycle—starting from the IVR, moving across one or more Work Queues, and ultimately being handled by an agent. A Virtual Queue represents a logical service pathway (For example, Bi

Knowledge Base Article

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Additional Use Cases

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How to Create Alerts for Macro Addition, Deletion and Updation

The Alert Manager now includes a new Macro alert type, giving you real-time visibility into important Macro-level changes. These alerts help improve governance, security, and transparency across your workspace.Macro Events That Trigger AlertsMacro alerts are triggered when a Macro is:CreatedUpdated

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social

Sprinklr Social

New Article

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Knowledge Base Article

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Alert Management

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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

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Knowledge Base Article

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Guided Workflow Canvas

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Agent Performance Voice

An Agent Performance Report provides detailed insights into an individual agent's work metrics and efficiency. It typically includes data such as the number of cases handled, response times, resolution times, customer satisfaction scores, and other key performance indicators (KPIs). This report help

Service

Knowledge Base Article

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Detailed Dashboards