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Configure an IVR Journey Widget

Care console is one stop solution for the agents to work on their cases, and solve the customer queries with a unified customer 360 view. Admins can customize and configure the care console layout based on their requirements. Business Use CaseBrands want their agents to see the information which the

Service

Knowledge Base Article

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Custom Widgets

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Journey Level Reporting IVR, Voice Bot and Chatbot

To provide accurate, comprehensive reporting at the journey level for IVR, voicebot, and chatbot flows, the system captures each unique journey a customer takes within a call (case). It supports custom journey definitions, tracks call progression through each journey, and records snapshot values for

Service

Knowledge Base Article

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Journey Level Reporting (IVR, Voice Bot, Chatbot)

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How to Apply Ads Web Analytics via Bulk Import

This article will cover the application of web analytics from Ads Manager using Bulk Import. Using Sprinklr Paid Web Analytics, you can append tracking strings to Web URLs contained within marketing campaigns in order to track user behavior after a user has clicked on the URL from a social media pla

Paid Web Analytics

marketing

Web Analytics

tracking

Knowledge Base Article

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Apply Web Analytics

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Outbound Rules

Outbound Rules are initiated only on scheduled or sent messages. If an outbound rule is set up and enabled, and the conditions are met then the action setup takes place.How to set upClick the New Tab icon. Under the Platform Modules, click Rule Engine within Collaborate.In the top right corner of th

marketing

outbound

Rule Engine

Knowledge Base Article

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Outbound Rules

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Transactions

Transactions are specific to Customer Feedback Management and are contained within a user profile, allowing you to document interaction data for particular events concerning your customers. By recording information about individual interactions at specific moments, transactions create a valuable and

Sprinklr Insights

Insights

New Article

20.10

Knowledge Base Article

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Audience Management

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Manage Shifts in Sprinklr WFM

Shifts refer to the specific time periods during which agents are scheduled to work. They are strategically planned to ensure customer service operations run smoothly and continuously. This section outlines the essential steps for managing Shifts, including:Creating ShiftsEditing ShiftsCloning Shift

Sprinklr Service

20.10

Service

Updated Article

+1

Knowledge Base Article

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Manage Shifts

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Manager Permissions for Export Link

The Export Link permissions will allow users to download/access files from export links. Currently, if you have access to any module on the platform, you can download files from links in emails, notifications, etc. After enabling this feature, users will need an Export Link permission to download fi

Permissions for Export Link

marketing

Insights

social

+1

Knowledge Base Article

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Security

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Create an Email Marketing asset to be used in Journeys

In this article, you will learn how to create email marketing assets to be used in Journeys.Creating Email Marketing Content Template:Using the Template Builder, marketers can create responsive templates by adding components using its drag-and-drop feature. These templates help save a lot of time an

marketing

Email Marketing

Journey Facilitator

Knowledge Base Article

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Create Assets for Journeys

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Publish via Sprinklr Mobile App

This article will cover the steps and guidelines on how to publish a post to one or more accounts in Sprinklr Mobile App Publisher. When creating outbound content from the Publisher in the Mobile App, you can opt to save a draft of your content or to schedule the post to be published at a specific d

social

Knowledge Base Article

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Other Publishing Capabilities

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Youtube Comment Moderation

Sprinklr supports moderation of YouTube comments that require approval within the platform. Moderating your YouTube comments within Sprinklr allows you to create more efficient workflows and detailed reporting on your brand's YouTube activity. In this article, you will learn about how to moderate Yo

social

Knowledge Base Article

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Engage with messages from YouTube

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Create A Column For Youtube

In the Engagement Dashboard, Sprinklr offers different column types for YouTube that can be added to the dashboard. After the youtube account is added, you will be able to pull in all your native conversations and reply on the same. In this article, you will learn about how to create a column for yo

social

Knowledge Base Article

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Engage with messages from YouTube

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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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Voice Details Report

The Voice Details Report provides insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. This helps infer the number of active calls with respect to the state/stage of the call.The Voice Details Report belongs to the Real Time Reports Report Group

Service

Knowledge Base Article

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Detailed Report Glossary

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Initiate Workflow Automatically on your Message

Create an initiate workflow rule to trigger workflows on all draft messages. This way you can automate the process of initiating workflows in bulk on messages based on certain well defined conditions. Users will need to set up the rule and enable it. Once the rule is enabled, all the messages satisf

marketing

Workflow Engine

Rule Engine

Knowledge Base Article

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Draft Rules

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Initiate Workflow Automatically on your Media Assets

Creating an initiate workflow rule allows you to trigger workflows on all Media Assets. This way you can automate the process of initiating workflows in bulk on assets based on certain well defined conditions. Users will need to set up the rule and enable it. Once the rule is enabled, all the media

marketing

Workflow Engine

Rule Engine

initiate workflow

Knowledge Base Article

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DAM Rules

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Facebook & Instagram Ads Reporting Dimensions

Leverage this detailed list of all Facebook and Instagram dimensions available in Sprinklr's Ads Reporting to gain more insight into your Facebook and Instagram Ads. Given below is a list of all Facebook and Instagram dimensions, along with their descriptions.Dimension NameSprinklr Dimension Na

marketing

20.10

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Reporting & Analytics

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Instagram as a Benchmarking source

Instagram is a photo and video-sharing social networking service that allows users to upload media that can be edited with filters and organized by hashtags and geographical tagging. Posts can be shared with publicly or preapproved followers. Users can browse other users' content by tag and loc

Sprinklr Insights

26.1

Insights

Instagram Data

+2

Knowledge Base Article

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Instagram

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Manage SMS Distributions and Access Distribution Reports

The Distribution Record Manager offers a centralized view to create, manage, and monitor your SMS distributions. You can easily track key metrics, edit existing distributions, and analyze performance data, all in one convenient location.Business Use CasesStreamlines the method of distributing survey

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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SMS Distribution

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User Platform Activity Report

The User Platform Activity Report shows detailed information about the entire user activity, including dashboard usage, user updates, account, password, Macros, post usages, and edits. It provides an in-depth view of the activity the agent is performing on the platform apart from the other day-to-da

Service

Knowledge Base Article

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Detailed Report Glossary

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Status Card

Using Status Cards, you can update your customers regarding the health of a key resource at a glance. These key resource could be a website or service that they interact with frequently. By showing the status of this resource directly, customers don’t have to reach to agents repeatedly. Hence, this

Service

Knowledge Base Article

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