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Read Email Headers

Email capability includes an advanced capability that allows email header metadata to be fully read, parsed, and used throughout routing and case-handling workflows. This strengthens email-based automations by giving access to detailed information that was previously unavailable during ingestion.Whe

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Read Email Headers

RS
Queue Performance Digital

The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries ar

Service

Knowledge Base Article

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Detailed Dashboards

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Speech-to-Text Transcription in Voicebots

The ASR (Automatic Speech Recognition) or STT (Speech-to-Text) technology transforms speech signals into digital signals and processes them to generate transcriptions corresponding to the audio as output.Language SupportWe offer standard ASR models for a diverse range of languages, including English

Service

Knowledge Base Article

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Automatic Speech Recognition(ASR)

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How to Create TikTok Custom Audiences

A Custom Audience lets you find people who have previously engaged with your business, ads, or website. This type of targeting is a powerful tool for re-marketing, reaching possible repeat customers, increasing your following, increasing app engagement, or creating lookalike audiences.In Sprinklr, y

marketing

Knowledge Base Article

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Create Custom Audience

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All Settings: Overview and Navigation Guide

The All Settings screen is the central hub for accessing and managing all configurations across Sprinklr. It brings together global, workspace-level, and product-specific settings into a single, organized experience, making it easier to discover, search, and manage configurations. Overview The new A

social

Sprinklr Social

Social - SES

Governance - SES

Knowledge Base Article

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All Settings Home

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Manage Shift Bidding

Shift Bidding helps you balance staffing requirements while giving agents greater control over their work schedules. With Sprinklr’s Shift Bidding, Workforce Managers can automatically generate shift patterns that align with forecasted volume, average handle time (AHT), and assigned Schedule Policie

Workforce Management

scheduling

Service

Supervisor Console 2.0

Knowledge Base Article

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Shift Bidding

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Custom fields

While working with any entity like a message, customer profile, or case, there is always a need to store metadata or some properties for that entity. That’s where Sprinklr Custom Fields come into play.What are custom fields?Custom fields are key-value pairs that are stored for each entity like a mes

Custom Fields in Benchmarking

Service

Knowledge Base Article

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Advanced Concepts

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Recommendations for Boosting Organic Posts in the Editorial Calendar

Get automatic recommendations on what posts should be boosted to gain maximum campaign profit.In the Sprinklr Editorial Calendar, you can view events, campaigns, outbound messages, and tasks in a centralized view. You can also change how you want to sort data in this calendar by selecting from vario

marketing

Knowledge Base Article

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Manage Creatives in Ads Creative Library

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Measuring Performance via Golden Test Set

Before you start, See How to Setup Golden Test Set?Steps to view performanceMake sure that the Perfomance Calculation for the golden test has been processed.​​​​Switch to different versions to view and compare golden test set reports. You will view the following columns for each version.Support - Nu

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Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Set Up NLU Based Intents

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Utilising Skill Proficiency for Assignment

Skill proficiency can be effectively utilized in skill-based routing to ensure that customer interactions are assigned to agents who possess the required skills and expertise at the desired proficiency level. Unified Routing allows organizations to define proficiencies for different skills based on

Service

Knowledge Base Article

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Setting up Skills

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Survey FAQs

In this article, we will cover the frequently asked questions on Sprinklr Surveys.Why my customer on Twitter is not receiving any message with the survey link?The customer might not be following you, hence the direct messages are not getting delivered to the customer.Why am I not able to see the sur

Surveys

Service

FAQs

Knowledge Base Article

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Survey FAQs

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Case SLA Report

Overview:In this report, is used to find each action level report on case, this allows us to report on each agent assignment, Queue Removal, Brand response. The following actions are recorded in this report, and the duration of each action can be calculated from Case Creation or Fan Activity or Agen

Service

Reporting Glossary

Knowledge Base Article

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Report Glossary

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Enhancements for Bulk Ad Imports

Bulk Import makes campaign launches faster by allowing you to effortlessly scale capabilities that add value to different stages of the campaign lifecycle. In this article, you will learn about the various enhancements made to the Bulk Import workflow for improved usability and increased efficiency.

marketing

Knowledge Base Article

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Configuring Bulk Imports

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Setting Up Triggered WhatsApp Distribution (Standard & Conversational)

The trigger-based WhatsApp distribution feature enables the automatic delivery of ad-hoc or conversational surveys based on specific events. By configuring predefined triggers from external systems, businesses can automatically send WhatsApp surveys to customers. This approach allows for immediate o

Sprinklr Insights

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Insights

20.10

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Knowledge Base Article

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WhatsApp Distribution

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Logs for Detected Contact Drivers in Case Activity

The Logs for Detected Contact Drivers in Case Activity functionality enables the user to get detailed audit logs on the activity log for cases that run through contact driver models for contact driver detection. This helps the user to track the history and changes made to that contact driver for bet

Service

Knowledge Base Article

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Running Contact Driver Models

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About Automated Pacing Control Strategy Groups

In Automated Pacing, the Budgets and Start & End dates are picked automatically from the applied Campaigns. The system will check for any overlapping time periods with the budget spend and control the Pacing Rate accordingly.Use CasesIt helps monitor your Campaign pacing with minimal effort.Thin

marketing

Knowledge Base Article

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Overview

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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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How to use the Ads Value Realization Dashboard

Sprinklr is focused on maximizing value for each customer by enabling them to meet their business outcomes within the platform. To do so, Sprinklr utilizes a trusted approach throughout the customer relationship, which is documented and tracked in the format of a Playbook. The Value Realization Mode

marketing

Knowledge Base Article

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Identify Customer Value

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Create a rule for Preferred Case Assignment by Agents

You can configure a rule to identify users who have engaged with a case in the past.Case Update and Case Creation rules can be configured with a condition to use Custom Fields to prefer an assignee. These Custom Fields can be created and used to identify users who have engaged with a case in the pas

Service

Knowledge Base Article

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Assignment Engine Use Cases

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How to create Events?

Events can be programs launched by the brand which are promoted as a part of a brand's marketing activities. Events are usually time-bound, and there can be multiple promotional sub-campaigns to cater to a series of events that together form a larger Marketing Campaign. For example, the events

marketing

Event

Knowledge Base Article

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Configuration & Setup