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Automatic Routing of Messages

Sprinklr offers automatic routing of messages to ensure that customer inquiries, complaints, and requests are handled promptly and efficiently. The Rule Engine can be used to set up rules that automatically assign incoming messages to specific teams or agents based on various criteria such as messag

Service

Knowledge Base Article

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Assignment Engine Use Cases

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What can I do with Facebook?

Facebook is becoming a great social media platform for businesses. We shared reasons for your brand to be on Facebook in this article. Once your brand onboards on Facebook, there are multiple use cases to leverage it for customer experience management. This article covers some of these use cases:​E

Service

Knowledge Base Article

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Introduction to Facebook

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How to make clean IVRs

Call Another Flow NodeOften certain subflows are frequently required in many IVRs. For example - if multiple IVRs are configured in such a way that all require some standard inputs like language, phone number etc every time. In such cases it is most convenient to make a seperate IVR for these repeti

Knowledge Base Article

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How to Setup Business Logic

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Caller ID Types in Dialer Profiles

Choosing the right Direct Inward Dialing (DID) type is essential for the success of your outbound campaigns. Each DID type offers distinct advantages based on your campaign goals and requirements. This article provides an overview of the four available DID types to help you make an informed choice.N

Service

Knowledge Base Article

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Dialers

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Agent Copilot Capabilities

Once the Agent Copilot widget is configured in your Care Console, it becomes available for agents during customer interactions. The widget offers a set of AI-driven capabilities designed to improve response accuracy, reduce handling time, and assist agents in real-time. Note: Contact your Success Ma

Sprinklr Service

20.7.1

Agent Copilot

Updated Article

Knowledge Base Article

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Agent Copilot Capabilities

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Message Suggest Entry Point

When customers tap on any of the registered business phone numbers, a phone sheet appears allowing your customers to choose between voice and messaging. The Message Suggest feature allows your customers to contact you through Apple Messages for Business in the Messages app.​Businesses can reduce pho

Service

Knowledge Base Article

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Entry Points

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Citrix Media Offloading for Voice Calls

IntroductionMost Sprinklr Service Voice (CCaaS) customers use Sprinklr directly on their own computers. However, some organizations—especially those with strict security or centralized IT requirements—run agents inside a virtual desktop environment (VDI) like Citrix. In these setups, agents log into

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Sprinklr Service

20.7.1

Service

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Knowledge Base Article

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Citrix Media Redirection for Voice Calls

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Add a TikTok Business Account in Sprinklr

TikTok is a video-sharing social networking platform with over 800 million active users worldwide. Being one of the most downloaded apps in the world and having an extensive user base, TikTok offers a unique opportunity for brands to engage at the forefront of trends. In this article we will cover t

social

TikTok Business

Accounts

Knowledge Base Article

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Account Addition - TikTok

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Deploying a Smart FAQ Model in a Dialogue Tree using Smart FAQ node

Before You BeginCreate a Smart FAQ Model, add relevant Content Sources, and ensure the Content Sources are active.OverviewIn this article, we will discuss about utilizing the Smart FAQ model you have created to deploy FAQ bots powered by generative AI using Smart FAQ node.The Smart FAQ node is a mor

Service

Knowledge Base Article

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Setting up FAQ+ bot

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CSAT Score on Cases

​The predicted CSAT rating measures the predicted satisfaction level of a customer based on the context of the conversation in Agent Console and Care Console. CSAT rating is AI-driven and is calculated on a scale of 1 to 100. While predicting the score, the AI model takes several features of the cus

Service

Knowledge Base Article

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CSAT Score on Cases

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Facebook Incremental Conversion Optimization

Before diving deep into Incremental Conversion Optimization, let's first understand what is Incremental Conversion with an example:Let us assume that you have an ad running that has gained 1000 conversions. The total number of conversions includes two different groups of people. The first

marketing

Knowledge Base Article

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Advanced Use Cases

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Get familiar with Listening sources

In this article, we have covered all the sources supported by Social Listening.Social channelsSourceOverviewXSource of Data: Official API - Firehose (All tweets and engagement stats are available in real-time) Coverage: Both Public & Privately owned accounts data are available Latency: Near real

Insights

Listening Sources

Knowledge Base Article

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Social Listening Sources

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Supported Channels for Journey Facilitator

Modern customers interact with brands across multiple touchpoints, such as, emails, SMS, chat, social, messaging channels, etc. Here is a list of the channels that you can use on Sprinklr for Marketing Automation. Before You BeginBefore you begin to use any of the supported channels in your marketin

experience:space

article:howto

Marketing Automation

Supported Channels

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Knowledge Base Article

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Channel Overview

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Sprinklr Social: 20.7.1 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

Sprinklr Social Release Notes

marketing

Insights

Release Notes 2025

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Knowledge Base Article

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20.7.1 Patch (1st Aug '25 Onwards)

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Calibration FAQs

Here are some common questions regarding calibration and their answers:How can we decide which cases to choose for calibration?For ATA calibration, you filter cases based on conditions specific to your use-case, similar to how you assign cases for basic evaluation via sampling. For P2P calibration,

Service

Knowledge Base Article

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FAQs

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WhatsApp Marketing Messages API (MM API)

Sprinklr supports sending WhatsApp marketing messages (HSM marketing templates) through the Marketing Messages API (MM API). This API is an enhancement to the default WhatsApp Cloud API and is purpose‑built for marketing use cases. The MM API provides automatic delivery optimization to improve messa

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Sprinklr Service

Service

Updated Article

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Knowledge Base Article

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WhatsApp Marketing Messages API

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Introduction to Conversational AI

OverviewSprinklr’s Conversational AI is designed to optimise customer interactions by utilising advanced Natural Language Processing (NLP) algorithms to comprehend and engage with customers, thus ensuring efficient communication. Conversational Agents (Chatbots)Conversational agents, often called ch

Service

Knowledge Base Article

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What is Conversational AI

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Translate Localized Message Copies Using Custom LLMs

Sprinklr now offers greater flexibility in localizing your messages by allowing you to use your preferred custom LLM (Large Language Model) instead of the default Google Translate integration. This gives brands more control over translation accuracy, tone, and context—especially useful for regi

marketing

New Article

20.10

Sprinklr Marketing

Knowledge Base Article

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Content Localisation

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About the Google Analytics Ads Integration

Google Analytics Integration allows you to track key Google Analytics metrics and apply custom campaign parameters that can help you improve your marketing and campaign performance across different channels. In addition, this integration lets you analyze customer journeys and behavior in various seg

marketing

Knowledge Base Article

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Getting Started

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Standard Analytics Report

The Standard Analytics Tab is a system-generated report for surveys that aims to provide users with meaningful analysis with no user effort. It contains one section for each question; depending on the question type, it can have multiple widgets for a question. It also provides the following AI-power

Insights

Knowledge Base Article

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Standard Analytics