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Manage Shift Trade Policies

Shift Trades in a contact center allow agents to exchange scheduled shifts with one another. This functionality provides agents the flexibility to manage personal commitments without disrupting service levels. Configuring Shift Trade Policies that align with your business requirements can improve ag

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Shift Trade

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Contact Details Form

A contact details form allows you to capture user information efficiently. This form can be customized to suit various requirements and can be integrated into Live Chat applications. It allows you to include multiple fields, which can be designated as mandatory or optional based on your needs. This

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Live Chat Assets

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About Message Briefs

Provide ideas and information with enhanced collaboration to the creative team to develop concepts for content creation.Briefs are used to help internal and creative teams develop concepts for Brands, Campaigns, Messages, and Personas. Brief Templates are created in the Brief Designer and are then a

Message Briefs

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Message Briefs Usability

About Message Briefs

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Types of Brief Templates

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Tasks in the Editorial Calendar

Tasks are available for you to visualize and engage with in the Editorial calendar. You can view the tasks that are assigned to you and those you have assigned to others in the team. Additionally, you can edit or delete a given task and also view the message, campaign, or sub-campaign to which the t

Editorial Calendar

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Task

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Setting up Calendar Views

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CSAT Score Overview

Introduction Customer satisfaction has always been crucial to the health and growth of a business – but in this age of social media, unhappy customers wield greater power than ever before. An angry tweet, blog post, or Facebook rant may go viral, causing irreversible damage to a brand. On the flip s

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CSAT Prediction

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Hide chat when no. of chat agents is less than x

The chat icon for website visitors can be hidden based on agent availability to handle those chats. If the number of agents who are available to handle chats is less than a specified number, you can configure the chat icon to be hidden. Similar conditions can be applied for Manage unavailability of

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Knowledge Base Article

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Control Chat Visibility

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Get Started with BYOM in AI+ Studio

Sprinklr follows an LLM-agnostic approach to Generative AI, giving you the flexibility to choose the language model that best fits your business needs. Along with Sprinklr’s in-house and partner models, you can use the Bring Your Own Model (BYOM) option to integrate your internally developed LLMs di

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Add Support for BYOM

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Create Custom Fields with WFM Entities as Source

Custom Fields are flexible, user-defined properties available across various features in the Sprinklr Platform. They allow organizations to tag and categorize entities based on specific attributes, making it easier to filter, manage, and analyze data.You can create Custom Fields with source values s

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Other Configurations

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Introduction to Dynamic Video Templates

Why do you need video templates?Today videos have overpowered all other forms of content on social media platforms. Be it short-form videos like Facebook status videos, Instagram shorts, or long-form videos like Youtube videos, videos are everywhere. Businesses invest and depend on design agencies t

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Video Templates in Sprinklr - Overview

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Agent Availability Live Monitoring

The Agent Availability Live Monitoring dashboard provides comprehensive and detailed insights into the availability of agents, categorized by their current status and geographical state. This powerful tool not only allows for a clear understanding of how many agents are available at any given moment

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Detailed Dashboards

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How to Schedule/Reschedule a Callback for Customer from ACW

Sprinklr offers a powerful feature that allows brands to provide their agent with the ability to schedule callbacks for the customer. This feature comes in handy when customers want follow-up calls. In this knowledge base article, we will guide you through the setup process for the scheduling callba

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Schedule a callback for customer

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IVR Execution Report

IVR Execution Report provides a comprehensive execution overview of an IVR system, covering overall IVR performance, node-level execution, and transaction-level details. It tracks the complete IVR traversal from start to finish, including timestamps, customer responses (if any), and the sequence of

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Detailed Report Glossary

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User Task Structure & Glossary

Tasks are action items assigned to specific users or the system itself. User Tasks are assigned to users or task queues. Only the user can edit the task, unless the user also has the Task Admin permission.Task StructureTask Name: The name of the task as set by the user while creating a task. Task Ty

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Task

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Getting Started with Tasks

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Using Cost & Rate Ads Benchmarks in Ads Manager Columns

Cost and Rate Benchmarks let you visualize how well your advertising campaigns are performing compared to previous campaign data or standard industry-related data. You can then compare performance and optimize them easily.To Analyze Benchmarks in Ads Manager ColumnsClick the New Tab icon. Under the 

marketing

Knowledge Base Article

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Analyze Cost & Rate Benchmarks

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Set Up Video Calling for React Native

Brands can integrate video calling into their mobile apps through Sprinklr Messenger. This guide explains how to integrate and configure video calling in Sprinklr Messenger for React Native using the Amazon Chime SDK.PrerequisitesTo integrate AWS Chime, ensure the following prerequisites are met:AWS

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Set Up Video Calling for React Native

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TikTok Brand Safety and Suitability

Brand Safety solutions aim to safeguard a brand's reputation during online advertising endeavors. This is accomplished by employing both first-party and third-party tools, which assist brands in steering clear of inappropriate content adjacency. TikTok, in collaboration with third-party partner

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Knowledge Base Article

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TikTok Advanced Capabilities

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Copy and Paste Widgets in Display

Sprinklr allows you to easily copy and paste widgets from panel to panel, scene to scene, or Storyboard to Storyboard.To Copy and Paste Widgets in DisplayClick the New Tab icon . Under the Sprinklr Social tab, click Display within Analyze. Select the Widget you would like to copy by clicking on it.C

Display - SES

social

Social - SES

Knowledge Base Article

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Display

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View Reporting on Tasks

For ease of assessing the operations and productivity of your team members, Sprinklr arms you with the ability to report on the task completion date and duration. For the same, an option of Completion Date has been added as a column in the Production Dashboard which appears by default upon the succe

marketing

Reporting

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Advanced Use Cases

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Sprinklr Marketing: Patch Changes (18.8.3)

With this release, deliver an enhanced customer experience with enhanced usability, parity gap addressal, consistent publishing and reporting, efficient content planning and seamless project management for impactful customer experiences!

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v18.8.3 (October)

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Using Smart Response Compliance in Agent Console and Care Console to ensure brand protection

How Sprinklr’s AI-powered response compliance ensures that each brand response adheres to appropriate business communication protocols and flags the non-compliant responses.Engaging on different social/email channels daily requires a tricky balance between maintaining an authentic voice and followin

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Knowledge Base Article

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Publishing Functionalities