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WhatsApp Business Capabilities and Limitations

WhatsApp Business enables you to have a business presence on WhatsApp, communicate more efficiently with your customers, and grow your business. This article covers the capabilities and limitations of WhatsApp Business.​FunctionalitySprinklr SupportedNotePublish TextYes Publish Rich TextYes Publish

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Knowledge Base Article

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Capabilities and Limitations

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Reporting FAQs (Module Wise)

List of some commonly asked FAQs.GeneralFor every Metric, 'Agent' and 'Campaign' prefixed metrics are available. Which one is the appropriate one?To plot the metrics in reporting, dont use the metrics prefixed with agent or campaign. Use the metric without any such prefix.What ar

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Knowledge Base Article

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Module Wise FAQs

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Update Properties Tool

The Update Properties Tool is used to capture or update the value of a variable or custom field during a workflow. This allows dynamic modification and tracking of data as the workflow progresses.For example, a customer may ask a digital assistant for the Point of View (POV) on a company. To handle

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Automation Tools

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Enhanced Modern View for Inbound Window in Distributed

With the v.19.8 release, Sprinklr Distributed is endowed with an enhanced UI that provides a fresh look to the platform. In this article, we provide you with the details of the changes you will view in the Inbound window within Distributed. To be able to use the enhanced Distributed modern view, you

social

Social - SES

DST - SES

Knowledge Base Article

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Miscellaneous (Distributed User)

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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

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Knowledge Base Article

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Audit the Auditor (ATA) Calibration

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Threads Discovery

Threads Trending Topics helps you stay on top of what people are talking about in real time. You can spot emerging trends across topics and thread posts, then dig deeper into individual posts to understand why they’re gaining traction, what’s driving the buzz, and when the activity started. You can

Knowledge Base Article

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Threads

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Voice Reporting DPs and its Use Cases

DPsFunctionalityASSIGNMENT_ENGINE_REPORTING_ENABLEDEnables ACD ReportsMETRIC_FILTER_ENABLED_ENGINES : set , partner levelHelps enable measurments as filters (bot applicable for any measurement, only certain measurments would be enabled)REPORTING_PIVOT_CHART_ENABLEDEnabled the Pivot table type of vis

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Knowledge Base Article

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Custom Reporting and Filters

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Queue Performance Voice

A Queue Performance Voice Report that tracks real-time updates and service level agreements (SLAs) at the queue level plays a crucial role in managing and optimizing call center operations. This report continuously monitors and provides immediate insights into how well the contact center is meeting

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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Troubleshooting and Best Practices

How to Modify the Call Overview DashboardThe Call Overview dashboard is standard, and currently, no changes are supported in this dashboard. If modifications are needed, it is recommended to create a replica of the dashboard with the desired changes. Afterward, the modified dashboard can be added to

Service

Knowledge Base Article

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Configure Case Analytics View

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ACW for all the Call Participants

After Call Work (ACW) helps agents complete post-call activities such as adding notes or updating CRM records once a call ends. Previously, ACW could be triggered either for primary agent during the call or for all participants.Admin can now choose from the following 3 options that provides more fle

Sprinklr Service

20.7.1

New Article

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Knowledge Base Article

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ACW for all the Call Participants

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Log in to Account After Setting Up Two-Factor Authentication

After successfully setting up Two-factor Authentication for your user profile, you will always be prompted to log in using 2FA into your Sprinklr account. Follow the steps mentioned below to log in to your account after setting up 2FA.Login Steps using 2-Factor AuthenticationGo to https://app.sprink

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Knowledge Base Article

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Advanced Capabilities

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Agent Facing Use Cases

Taking Service Request - Automatically creating service tickets based on customer interactions through multiple channels, such as phone, email, or chat. It also empowers agents to service the agents then and there itself. Raising Complaints - Allows agents to address customer grievances by raising c

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Knowledge Base Article

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Use Cases

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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

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Knowledge Base Article

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Approval workflows

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Personas in Sprinklr Mobile Application

When you use the Sprinklr Mobile App, you are required to select a primary persona as part of the initial app setup. Your persona represents your role in Sprinklr and helps automatically configure the app with the most relevant shortcuts and experiences for your day‑to‑day work.This setup ensures th

Knowledge Base Article

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Sprinklr Mobile Application

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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

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Knowledge Base Article

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How to Setup Business Logic

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Meta Pixels

In the world of digital advertising, the ability to measure the effectiveness of your advertising campaigns is critical to achieving success. One of the most popular tools for tracking ad performance on Facebook is the Meta Pixel. Additionally, Facebook offers the option to set up custom conversions

marketing

Knowledge Base Article

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Meta Pixel

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Update Existing Style Kits

OverviewThis article outlines an enhancement in the Display module that enables users to edit and update existing style kits. Previously, style kits were reusable but not editable, requiring users to recreate them from scratch whenever layout, branding, or presentation requirements changed, resultin

Display - SES

26.1

Sprinklr Display and Presentations

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Knowledge Base Article

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Display

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WhatsApp Business API Capabilities and Limitations in Sprinklr Distributed

WhatsApp Business enables you to have a business presence on WhatsApp, communicate more efficiently with your customers, and grow your business. This article covers the API capabilities and limitations of WhatsApp Business.​FunctionalitySupported in Distributed Web Platform (Desktop)NotePublish Text

social

Social - SES

DST - SES

Knowledge Base Article

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Channel Limitations (Distributed)

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Community Branding

With Branding, you can design and actively shape your brand to grab the attention of your users. In Sprinklr, you get the following options to customise Brand Community Forum. ​Logos Typography  Colors ButtonsFormsNavbar (Navigation bar)TabsTooltipsPopup Dialogues Avatars ​1. Logos In Community Buil

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Knowledge Base Article

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Customize your Community