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Actions on a Dialogue Tree

Before You BeginLearn how to create a Dialogue Tree.OverviewA dialogue tree is a logical design for a conversational journey. It defines the sequence of a conversation with a virtual agent based on the questions the bot asks and the various replies a user provides. There are several actions that can

Knowledge Base Article

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Dialogue Trees - Overview

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Widget visualization type - Column

With Columns, you can present the information in a clear and straightforward manner for the audience. Column charts are often considered the most effective type of data visualization, as they utilize our natural ability to comprehend height, unlike many other types of visualizations that may necessi

Reporting - SES

Social - SES

Knowledge Base Article

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Data visualisation types

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Schedule a callback when waiting on IVR

Sprinklr IVR provides you the ability to take inputs from customers and cater to their queries when they reach out to your brands on voice as a medium. In this article, you will learn how admins can configure IVR to schedule a callback when customers wait to connect to an agent.Schedule a callback f

Knowledge Base Article

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Callback Use Cases

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How to Schedule/Reschedule Callback for the Customer

​Pre-requisite for configuring this in IVR: Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission​​Sprinklr IVR offers a powerful feature that allows brands to provide their customers with the ability to schedule callbacks directly from th

Knowledge Base Article

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How to Setup Business Logic

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Schedule Coaching Sessions

Overview   Coaches can schedule coaching sessions focusing on poor performance or specific areas where agents need improvement. The aim is to enhance the training process, ensuring that sessions are both targeted and effective in addressing the agent's development needs.Governance: Permission-B

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Coaching

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Task as a Tool

The Task as a Tool feature allows an AI Agent to call and execute a child task from within a parent workflow. This configuration enables modular task design, where one task can delegate specialized parts of a conversation to another task while maintaining context continuity.By configuring summary pr

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Advanced Tools

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Request Source in Outbound Message Conditions

When creating outbound rules, users can use Request Source to set custom fields, tags, or campaigns based on the source of messages or to force a mandatory approval path for messages coming from widgets. Request Source is just a condition in the rule engine with respect to outbound messages.Rule Cre

Publishing - SES

Request Source in Outbound Message Conditions

Request Source

Outbound Message

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Knowledge Base Article

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Automation in publishing

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How to build a widget in Media Monitoring & Analytics?

Learn how to create MM&A dashboard widgets in Sprinklr Insights to visualize data for multiple metrics in real-time.Media Monitoring & Analytics (MM&A) dashboard widgets are customizable widgets that you can add to an MM&A dashboard to visualize data. They allow you to engage with re

Knowledge Base Article

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Dashboard setup

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Integrating Google Drive with Sprinklr

By integrating your Google Drive with Sprinklr, you can upload assets like documents, presentations, excel files, image, videos, and more, directly from your Google account to your Projects, Tasks, Campaigns, Sub-campaigns, Messages and Requests. To do this, you will need to authenticate your Google

Knowledge Base Article

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Google Drive and Sprinklr Integration

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Queue Health Report

Queue Summary Here Supervisors can view overall summary of different queues in which the cases/calls are assigned. ​Work Queue vs Maximum Response TimeThis shows the maximum response time, i.e., the time taken by an agent to respond to a customer's query in a case. Case Wait time in Queue This

Knowledge Base Article

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Queue Health Reports

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Team Monitoring Supervisor

This report is at a Team Monitor (Supervisor) level providing details on Agent Login activity & Status time maintained. This includes call performance details at the team level.Team Hygiene(Agent Time Utilization) - This section details the Login-Logout activity, Status Assignment & Un-Assig

Knowledge Base Article

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Supervisor Persona Reports

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Agent FCR

First Contact Resolution (FCR) refers to a key Performance Indicator (KPI) that measures the ability of a customer support team to resolve a customer's inquiry or issue during their initial contact with the customer service channels. FCR aims to resolve customer problems efficiently, reducing t

Knowledge Base Article

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Unlock Insights from Inbound Reports

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Date Range Filter on a Reporting Dashboard

Learn how you can limit the results on a dashboard by using the Date Range filter.In reporting dashboards, you have the ability to define the date range or duration to filter the results on the dashboard to the data that falls in a specific date range. For example, on a reporting dashboard, you want

Date Range Filters

Knowledge Base Article

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Configure Reporting

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Publish to TikTok Business on Distributed

You can leverage Sprinklr's key publishing capabilities to enhance the content you publish to your TikTok Business Account. This article provides a comprehensive overview of the specific features and functionalities available for publishing on TikTok, helping you craft content that performs optimall

Publish to TikTok Business on Distributed

Social - SES

TikTok Business on Distribute

TikTok Business on Distributed

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Knowledge Base Article

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Publishing & Calendar (Distributed User)

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FAQ Tool in AI Agent

The FAQ Tool enables your AI Agent to access and deliver answers from training content using Retrieval-Augmented Generation (RAG). This tool is designed to provide accurate, contextual responses to user questions by retrieving relevant knowledge and adapting it into a usable reply.Steps to Configure

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Foundational Tools

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Email Notification Management in Sprinklr

Overview The Email Notification Management feature in Sprinklr allows administrators to selectively block specific types of email notifications from being sent to selected users or user groups. This ensures better control over communication and helps avoid unnecessary or irrelevant email clutter for

Social - SES

Governance - SES

Knowledge Base Article

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Others

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Setup/Edit a Link in Bio Site

This article shows you the way to setup or edit a Sprinklr Link in Bio site.Steps to setup Sprinklr Link in Bio siteClick the New Tab icon. Under the Sprinklr Social tab, click Sprinklr Link in Bio within Engage.In the Sprinklr Link in Bio window, click Create New in the top right corner.In the Sele

Link in Bio - SES

Link in Bio

Social - SES

Knowledge Base Article

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Getting started with Link in bio

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Reporting

Knowledge BaseYou can also do reporting on article usage from Live Chat KB Widget:Plot article views vs article title (Add “source” filter for the following metrics to distinguish article views in “Smart Assist” & “Live Chat” )Filter article views in the Live Chat KB widget by category

Knowledge Base Article

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Self Serve Apps

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Android - v12.1.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your Android mobile app.​Note: Before you begin, note the following requirements:Sprinklr Messenger requires a minimum Android API level of 24.Sprinklr Messenger for Android supports compileSdk

Knowledge Base Article

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Older Versions

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Apply Date Range Filters in Inbound and Outbound Columns in Distributed

Sprinklr Distributed users can filter Inbound and Outbound columns to get more relevant data. They can use date range filters to focus on data from a specific date range.Note: This capability needs a specific setup. Get in touch with your Success Manager to enable this feature in your environment.To

Date Range Filters in Inbound and Outbound Columns in Distributed

Social - SES

DST - SES

Knowledge Base Article

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Engagement (Distributed User)