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Know About ACW Nodes

Teams can use the ACW nodes to configure workflow to take agent inputs, and case management actions. By clicking on the plus sign in the ACW builder, a desired node action can be selected. Details of each node action are listed below-User Communication NodesThese are the nodes which are used to take

Service

Knowledge Base Article

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Setting up ACW

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Sprinklr Marketing: Patch Changes (19.5.1)

Sprinklr's latest release introduces a range of improvements and exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr's latest release:

marketing

Insights

social

Service

Knowledge Base Article

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19.5.1 Patch (Jun 14-17, '24)

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Channel Overview - Live Chat

The Channel Overview - Live Chat summary offers a comprehensive overview, including the total number of cases, counts of open and closed cases, first resolution time, service level compliance for first resolution, average case closure duration, interaction details, and the current status of all case

Service

Knowledge Base Article

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Detailed Dashboards

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Sprinklr Service: 20.7 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints.

marketing

Insights

social

Service

Knowledge Base Article

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20.7 Release (5th July '25 Onwards)

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Global Navigation Menu

OverviewThe Global Navigation Menu provides a convenient way to switch between Portfolios and Projects without having to visit the Portfolio screen every time. The menu can be accessed from anywhere within the Project Management Persona and shows all the Portfolios and Projects created by or shared

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PM_PORTFOLIOS_2

marketing

PM_TASK_TIMELINE_VIEW_2

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Knowledge Base Article

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Basic Functionalities

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Crisis Manager

Crisis Manager is the place where all the created Crisis Projects are situated. It contains the Crisis Project information – Project Name, Brand, Industry, Project Tags, Project Type, Created Time and Modified Time.   Note: This feature is in Beta. To enable this feature, a Definition Partnership ag

Insights

Knowledge Base Article

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Crisis Management (Beta)

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Approval Column

OverviewYou can create an Approval column in the Task Sheet to track approval responses and view how many approvals are completed and pending. You can also send automated or manual reminders to your Approvers to keep content publishing on track. Approvers receive platform and email notifications and

marketing

PM_TASK_SHEET_VIEW

Knowledge Base Article

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Columns in Tasks

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Why Supervisor Console is important for brands?

Benefits of having a supervisor console in a contact center from a customer service perspective:Ensure best customer experienceIncreased customer satisfaction: With real-time monitoring and coaching, supervisors can ensure that customer interactions are handled professionally and with empathy, leadi

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Knowledge Base Article

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Introduction to Supervisor Console

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Paid Pre Publishing Rule Conditions & Actions

Leverage pre-publishing rules to secure your outbound publishing and automate your tasks.​Using the Pre-Publishing rules, advertisers can set certain rules on the posts/Paid Initiatives before publishing them. This capability improves the Paid Initiative configuration process through automation befo

marketing

Advertising

Paid Rules Engine

Knowledge Base Article

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Getting Started

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Helper Endpoints

Endpoint: POST /paid/resource/user/accountsRequest Body:Field NameField TypeDescriptionaccountUserIdStringThe unique identifier of the account user.destinationTypeEnumThe type of destination associated with the ad or request.adObjectiveEnumThe objective of the advertisement campaign.startLongThe sta

marketing

Knowledge Base Article

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Helper Endpoint

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How to Create and Use Facebook Playable Ads

Playable Ads are interactive video ads that let users try out the core functionality of an app or game, like a free demo, before they choose to download it. This will allow mobile app advertisers to drive higher quality and higher-intent users to install their apps with a try-before-you-buy experien

marketing

Knowledge Base Article

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Create and Use Facebook Playable Ads

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Channel Overview - Social

The Channel Overview – Social Report is a powerful analytics and monitoring tool designed for contact centers and customer engagement platforms. It delivers both real-time and historical insights into customer interactions across social media channels such as Facebook, X (formerly Twitter), Instagra

Service

Knowledge Base Article

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Detailed Dashboards

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Record Page Layout

The Record Page Builder offers the functionality to add new sections and tabs into a Record Page. The standard default layout for Record Pages is located in the Global Record Pages.Here are some other frequently utilized configurations for Record Page Layouts that may require setup:1. Adding a Coach

Service

Knowledge Base Article

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Configure Case Analytics View

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React Native Release Notes

iOS & Android React Native SDK​ Breaking Change: ​Minimum Supported React Native VersionStarting with April 2026 (upcoming release):The minimum supported React Native (RN) version will be React Native v0.80.This update aligns with React Native’s official deprecation of versions 0.79 and below.Ac

Service

Knowledge Base Article

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React Native

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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. 

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Knowledge Base Article

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Supervisor Persona Report

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Skill and Capacity Scheduling

The Scheduling Skills and Capacity feature enables workforce administrators and supervisors to plan and automate changes to agents' skills and proficiency levels in advance. This functionality supports dynamic business needs, such as product launches, seasonal spikes, or shifts in customer inquiry p

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Setting up Skills

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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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Sprinklr Insights: 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

Post 17.1 Changes

17.4 New Features

Modern Research New Features

release_note

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v17.4.0 (April)

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How to Apply Dynamic Image Templates to Catalogs

Dynamic Image Templates give you the ability to incorporate desired changes in the product images in one or more product feeds without the need for editing and uploading product feed sheets over and over again. This unique feature offers a way to efficiently change the way product images are display

marketing

Knowledge Base Article

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How to apply DIT on Catalogs

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Outbound Admin Persona Overview

The admin persona plays a crucial role in the effective management and oversight of the voice management system. As an administrative user, the admin persona has extensive control and responsibility over the configuration, monitoring, and optimization of both outbound and inbound calls to get the be

Service

Knowledge Base Article

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Overview of simplified Outbound Admin experience