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Mapping Configuration Screen

Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Sprinklr. This makes it easier to guarantee that information is correctly transmitted and

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen

RS
Configure Get Record Tool in Agent Copilot

The Get Records Tool allows you to retrieve data from custom entities using defined filters and store the results in variables. It also offers sorting options to organize the extracted data in a structured and meaningful way.Steps to Add a Get Records Tool with Custom EntityFollow the steps below to

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Supported Tools

RS
Schedule Tool

The Schedule Tool enables the AI Agent to automatically schedule and send messages at designated times or intervals, improving user engagement and communication. This feature allows the AI Agent to deliver messages without manual input, ensuring timely and relevant communication. Messages can be sch

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Automation Tools

RS
Mapping Configuration Screen for Live Chat

You can map the source headers to the Sprinklr destination fields using this screen. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Spri

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen for Live Chat

RS
Create an Event Based Journey in Journey Facilitator

Sprinklr allows you to create two distinct types of journeys using the Journey Facilitator : Manual Journey - Ideal for executing journeys on a predefined profile list or segment.Event-Based Journey - Triggered by specific events, either through rules or APIs.This article will discuss creating an Ev

Service

Knowledge Base Article

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Journey Trigger Settings

SH
Milestone Functionality Setup in Workflow

Milestones are defined as a part of workflows to identify and delineate key phases in your processes. Further, Milestones are used in the reporting section to analyze what aspects of your workflow can be improved. In this guide, we will go over how to define milestones within a Workflow.Configuring

marketing

Workflow Engine

Knowledge Base Article

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Advanced Workflow

RS
Whisper Barge-in Report

Whisper Barge-In Report provides detailed information for each monitored call, including case details, call direction (inbound or outbound), type of monitoring action (listen, whisper, or barge-in), duration of the monitoring session, and the number of times monitoring was initiated.Business Use Cas

Service

Knowledge Base Article

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Detailed Dashboards

RS
Sprinklr Service: 26.4 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. Here are the key features included in Sprinklr Service's latest

Sprinklr Service

New Article

26.4

Knowledge Base Article

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26.4 Release (27th Mar '26 Onwards)

RS
Advanced Download Capability for Assets

Sprinklr's advanced asset download capability enables the users to determine the file type, as well as the resolution of the assets while downloading them from the Digital Asset Manager. You can also download the same asset with multiple resolutions.  The file types supported for conversion whi

DAM - SES

social

Social - SES

Knowledge Base Article

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Advanced Capabilities

RS
Call Controls Reporting

Call Controls Reporting in Sprinklr provides a unified, detailed view of how calls flow through your contact center—from routing and IVR handling to agent behaviors and bot interactions. This reporting framework helps supervisors, analysts, and operations teams understand:How calls are being handled

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Call Controls Reporting

RS
Create Guided Workflows using Template Library

IntroductionThe Template Library in Guided Workflows is a powerful feature that simplifies and speeds up the workflow creation process. It offers a curated collection of pre-built, industry-specific templates that can be customized to suit your business needs. Whether you're new to Guided Workflows

Service

Knowledge Base Article

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Guided Workflow Manager

SH
Standard Widget Overview

Standard Widgets refer to the default widgets that are mostly used by agents while conversing with customers. Conversation widget This is the most important widget of Agent Desktop from where agents can refer to the conversation history and reply back to the customer. Agents can also take case-level

Service

Knowledge Base Article

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Standard Widgets

RS
ACW Redial

In customer service interactions, it’s not uncommon for calls to be unintentionally disconnected. To address this, the Redial feature within the After Call Work (ACW) phase enables agents to reconnect with customers without initiating a completely new call. This functionality allows agents to quickl

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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ACW Redial

SH
About Global and Workspace Queues

In Sprinklr, Global and Workspace Queues are used to store various types of assets viewable within different Dashboards. Workspace Queues are used to store Inbound Messages, while Global Queues are used for Inbound Messages, Suggestions, Approvals, Cases, and Tasks. You can think

experience:space

Global Queues

article:howto

release:N-A

+8

Knowledge Base Article

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Queue

SH
How to Setup ATA Calibration Flow?

How to Enable ATA Calibration?ATA Calibration is an advanced feature and a support ticket needs to be raised to enable this feature.User Level Permission for ATA CalibrationCalibrate permission is to be granted only to those users who act as the calibrators. This permission is available under the Au

Service

Knowledge Base Article

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Audit the Auditor (ATA) Calibration

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Volumatic Ads Benchmarks Navigation & Management

Navigate to Ads BenchmarksClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Benchmarks within Analyze.On the Ads Benchmark window, you'll find options to configure and edit existing benchmarks. You will also find options to export the Ads Benchmarks either indiv

marketing

Knowledge Base Article

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Managing a Benchmark

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How does Sprinklr Calculate the Trend Data?

Trend Metrics provide an analytical edge to predict future outcomes; provide better understanding of cause and effect; Insight into changes over time. From aggregated data from the API, Sprinklr stores data trends over different time periods and provides these in the form of Trend Metrics. This arti

social

Reporting - SES

Social - SES

Knowledge Base Article

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Reporting glossary

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Create Community

With Sprinklr Communities, you can create an environment where you as a brand can engage with customers directly and where customers can interact with each other in order to resolve issues, provide product feedback to internal teams, and help to reduce churn with initiatives focused on customer bran

Sprinklr Service

20.10

Service

26.1.1

+1

Knowledge Base Article

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Customize your Community

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LINE Ads Reporting Dashboards

Users can view LINE data by making a custom dashboard or selecting an existing standard dashboard built for easy understanding.View LINE Insights in Ads Reporting using Custom DashboardClick the New Tab icon. Under the Sprinklr Marketing (Ads) tab, select Ads Reporting within Analyze.Create a report

marketing

Knowledge Base Article

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Reporting & Analytics

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About Tiered Approvals

Tiered approvals allow you to define the steps in an approval workflow. By creating a tiered approval process, you are creating an approval path that a message has to go through before getting published. Users can create sets of approval paths that they can apply directly to the post while publishin

marketing

Approval Workflow

Publishing - SES

Insights

+5

Knowledge Base Article

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Approval workflows