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Understanding the Concept of Contact in Service Reporting

Interactions refer to any instance of communication or engagement between a customer and the system, whether through Voice (calls/conversations) or Non-Voice (cases such as email, chat, or tickets).Interactions are structured differently across Voice and Non-Voice channels. Voice: In Voice, both Cas

Service

Knowledge Base Article

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Reporting Architecture

RS
Instagram - API Capabilities and Limitations in Sprinklr Distributed

In this article, we will cover the capabilities and limitations of Instagram Business accounts within the Sprinklr Distributed platform. Instagram has deprecated the Instagram Platform API that allows Sprinklr to support Instagram Personal Profiles in March 2020.Instagram - API Capabilities and Limi

social

Distributed

Sprinklr Social

Instagram Capabilities in Distributed

+6

Knowledge Base Article

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Channel Limitations (Distributed)

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Sandbox FAQs

Find below the answers to frequently asked questions about Sandbox Manager:​Q1: Are Dynamic Properties (DP) transferred with Refresh from Production to Sandbox? Yes, all the DPs are automatically copied during the Refresh?A1: Yes, all the DPs are automatically copied during the Refresh.​Q2: Does Ref

experience:space

article:howto

product:platform

Sandbox Manager

+2

Knowledge Base Article

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Miscellaneous

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View and Restore Previous Versions of a Rule

Overview In the Rule Engine, Sprinklr now displays previous versions of saved rules. A rule's previous versions will display the iterations of the rule as it has been updated and saved over time. You can select a past version to see the exact configuration of the at that time. You can also restore

video:no

Insights

restore previous version of a rule

social

+9

Knowledge Base Article

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Rule Engine

SH
Validate predictions of a new model and deploy

This article aims to provide a comprehensive guide on creating a new model training project for Sprinklr's Text Classifier, which can filter out irrelevant terms for your brand or industry without any manual rule implementation or keyword maintenance. The article will walk you through the entir

Validate Predictions of New Model

Insights

ai studio

Knowledge Base Article

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Validate predictions of the new model and deploy

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View and Restore Previous Versions of a Rule

Overview In the Rule Engine, Sprinklr now displays previous versions of saved rules. A rule's previous versions will display the iterations of the rule as it has been updated and saved over time. You can select a past version to see the exact configuration of the at that time. You can also restore

video:no

module:rule-engine

release:10-1-0

Insights

+8

Knowledge Base Article

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Rule Engine

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Get Predicted Engageability of Messages with Intuition Model

Brands get thousands of messages daily on social media channels. Such high volumes of messages make it very difficult for these brands to manage their social conversations. It’s a nightmare for the community managers of such brands to go through such an enormous number of messages and based on certa

Engagement - SES

Outbound Message

social

thirdpane

+3

Knowledge Base Article

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Leverage AI for Better Engagement

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Opt-Out of Messages in Sprinklr through Journey Facilitator

Sprinklr allows your customers to opt-out of Messages in case they want to unsubscribe. You can remove the user’s profile permanently from the profile list and the user will not receive any future messages. This enables you to manage opt-out requests from your customers.Before You BeginYou need to c

Unsubscribe WhatsApp Messages through Journey Facilitator

Opt-Out of WhatsApp Messages

WhatsApp Messages

Service

+1

Knowledge Base Article

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Unsubscribe List

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Manage Agent Preferences

The Agent Preference feature allows supervisors to define preference windows, apply constraints, and enable agents to submit their preferences within a controlled timeframe. This structured approach enhances scheduling accuracy, reduces manual effort, and promotes fair and balanced shift allocation.

Sprinklr Service

20.7.1

Service

Updated Article

Knowledge Base Article

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Agent Preferences

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Transfer of Data & Variables in a Journey

IntroductionThe Journey Facilitator in Sprinklr is a robust tool designed for marketers to craft unified, omnichannel customer journeys. This advanced feature offers a visual flow builder, allowing you to map the entire customer journey and engage with your audience across various channels. A crucia

Service

Knowledge Base Article

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Journey Builder

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Notify authors: Change of parent message schedule date

Create an outbound rule to let users know regarding changes in schedule date of parent message to ensure that the variants do not get published before the parent message does. Once the rule is enabled, all the outbound messages satisfying the condition will have the selected actions initiated on it.

marketing

outbound rules

Rule Engine

Knowledge Base Article

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Outbound Rules

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Update the status of the tasks in bulk

Want to update the status of multiple tasks at once? This is easily possible with the application and usage of macros. This is easily possible with the application and usage of macros. By defining your macro appropriately and applying it on tasks, users can change the status of the selected tasks in

marketing

Task

Status Update

Task Management

+1

Knowledge Base Article

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Advanced Task

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Import External Content to Sprinklr Knowledge Base (HTML Import)

This is a step-by-step guide on how to bulk import your existing content into the Sprinklr Knowledge Base. To learn more about the automatic import process, click here.To Import ArticlesIf you want to import a set of articles into the Sprinklr knowledge base, create a CSV file.1. Click the New Tab i

Knowledge Base

Service

Knowledge Base Article

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Import and Export

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Line Publishing

LINE supports many types of posts that can be published via Sprinklr including Text, Photo, Video, Audio, and Image Map. You can easily schedule your post and publish it to a specific target audience in LINE from the Publisher. You can also customize the images to be published using the image editor

social

LINE

publishing

Knowledge Base Article

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LINE

RS
Understanding the Trends: Voice of Fan/ Brand-Audience Relationship Strategy

Struggling to understand the Trend widgets? Don’t worry!   ​Voice of Fan / Brand-Audience Relationship   ⬇ Volume of Published Messages Trend, ⬇ Post Average Engagement Trend -> Possibility of Audience Disengagement Alarm  If you notice a continuous decline in the volume of published messages cou

Insights

Knowledge Base Article

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Benchmarking Dashboards

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Validate classifications of an existing model in AI Studio

In this article, we will guide you through the process of validating insights for a model in Sprinklr's AI Studio. If you want to create a new training project for the Text Classifier model, please refer to the article AI Studio (Text Classifier) - Create New Model Training Project. The followi

Insights

Text Classifiier

ai studio

Validate Existing Model for Text Classifier

Knowledge Base Article

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Validate classifications of the existing model

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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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Sprinklr Release v16.4.0 - March/April New Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below! Navigation TipsRead through the release notes below, or you can

experience:space

Sprinklr Patch Release

March 2021 Patch Releases

Sprinklr Release v16.4.0

+6

release_note

 • 

v16.4.0 (March/April)

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Create Custom Metrics Using Numeric Custom Fields

First we have to set a Numeric Custom Field for this.​Go to the Launchpad and go to All Settings. Under Manage Workspace, click on Custom Fields.On the top-right corner of the screen, click on Create Custom Field. Choose Number in the field typeThe New Custom Field form should open. Fill in the rele

marketing

Knowledge Base Article

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Create & Manage

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Update Campaign Properties of Messages in the Editorial Calendar

After creating a message, you have the ability to move a post from one campaign to another without losing any of its reporting data. You can update the campaign properties of messages individually or in bulk using a macro.To update the campaign properties of a messageClick the New Tab icon. Under th

Editorial Calendar

marketing

campaigns

Knowledge Base Article

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Content Creation