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Volume Thresholds in Listening

Safeguard against unintentionally overshooting your mentions in the contract due to a broad Topic. Sprinklr Insights allows you to set thresholds at the Overall and Workspace level so that you do not accidentally consume unusually high mentions. Note: New Sprinklr clients follow this simplified beha

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

RS
Configure Live Chat Messenger

Sprinklr Live Chat Messenger provides various methods to help you update user details, capture conversation context, customize the chat experience, and more. The following sections describe these methods in detail, along with their syntax and required parameters: Update User Use the updateUser metho

Service

Knowledge Base Article

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Configure Live Chat Messenger

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Create Volumetric Alerts in Benchmarking

An effective early warning system triggers alerts when a pre-defined specific threshold criterion is met. ​The new Benchmarking alert module covers alert configuration for all the data powered by the Benchmarking data source. The key sections of the alert form in Benchmarking module are explained be

Insights

Create Volumetric Alerts in Benchmarking

Knowledge Base Article

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Alerts in Benchmarking

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Publish and Manage Threaded Tweets (Distributed User)

A Twitter thread is a series of tweets posted on Twitter that are connected to one another and can be read as one continuous post. With a thread, you can provide additional context, an update, or an extended point by connecting multiple Tweets together. In other words, Twitter threads allow you to t

experience:space

Preview Twitter Threads in Engagement Dashboards

social

Posting Threaded Tweets

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Knowledge Base Article

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Publishing & Calendar (Distributed User)

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Create and add a webform

1) Click on Guided Path within Resolve under Agent Augmentation.2) Click on Create New Guided Workflow in the top right corner.3) Give Name, Description and click Create4) By clicking on the plus sign in the canvas you can get a list of actions that can be performed by adding nodes.5) Click on plus

Service

Knowledge Base Article

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Webform

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Hard Masking of PII Content

Hard masking of PII (Personally Identifiable Information) content refers to a technique used to protect sensitive personal data by partially or completely obscuring specific information within a message. PII includes data elements such as names, addresses, social security numbers, phone numbers, and

Service

Knowledge Base Article

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PII Masking

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Manage Slots in Sprinklr Workforce Management

Slots in Sprinklr Workforce Management are specific time periods within a schedule that an agent is assigned. You can create Time Off and Overtime slots with either hourly or daily granularity, depending on the level of detail required.Daily Slots: Daily Slots are scheduling intervals grouped by ful

Service

Knowledge Base Article

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Slot Management

RS
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

Knowledge Base Article

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Voice Data Extracts

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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. The Detailed Call State Rep

Service

Knowledge Base Article

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Detailed Report Glossary

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How to Bulk Import Captions for Facebook Video Ads

Adding captions to video ads can make your content accessible to a wider audience, including those who speak a language other than what is used in your video. In Sprinklr, you can upload captions to your Facebook video ads in bulk via compressed SRT files.NoteThis capability is only supported for Fa

marketing

Knowledge Base Article

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Configuring Bulk Imports

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Change video thumbnails in a YouTube post

When it comes to YouTube videos, viewers will first see your thumbnail and title. This information gives them a glimpse of what your video is about and helps them decide if they want to watch it. Around 90% of the best-performing videos have custom thumbnails. You can now follow the steps in this ar

social

Knowledge Base Article

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Publishing with YouTube

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

Service

Updated Article

26.4

Knowledge Base Article

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Voice Use Cases

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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)

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What is Application Testing?

OverviewConversational AI is becoming more and more popular among brands as a way to improve their customers' experiences. However, creating these bots can take a lot of time.To address these challenges, Application Testing is a useful tool that enables brands to carry out comprehensive testing

Service

Knowledge Base Article

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Testing Bot Workflows

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IVR Detailed Extract

IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits th

Knowledge Base Article

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Voice Data Extracts

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Request Approval for User Generated Content on Instagram without @Brand Mention

You can request approval for Instagram fan posts at individual Instagram accounts without the user @mentioning the brand. There are two ways to request post-approval for Instagram fan posts: Via Comment  Via Chrome Extension However, please note that the option for requesting a

experience:space

social

product:marketing

Request Approval for User Generated Content on Instagram without @Brand Mention

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Knowledge Base Article

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Advanced Use Cases

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Broadcast Advocacy posts to Slack

We will allow advocacy admins to broadcast an advocacy post on a Slack channel in their workspace. In this way, you will have multiple forms to reach out to your advocate on their preferred channel of communication. Additionally, we will also provide you with the analytics for the number of times a

Advocacy - SES

social

Slack Integration for Advocacy

Social - SES

Knowledge Base Article

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Integrations Enablement (Advocacy)

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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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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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Consolidated Glossary

The Consolidated Glossary is designed to help you understand the various Metrics and Dimensions used in Sprinklr Service’s Reporting. It includes definitions and explanations for metrics, along with the specific reports they are associated with. This glossary ensures that users can accurately interp

Service

Knowledge Base Article

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Consolidated Glossary