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Sharing Care Console Record Pages

Care Console is a unified workspace that enables agents to manage cases and resolve customer queries with a comprehensive 360° view. Administrators can customize and configure the Care Console layout to meet specific business requirements. Care Console module also supports multiple layouts, allowing

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Sharing of record pages

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Call Controls Pop-up: Behavior, Accessibility and Multi-session Support

The Pop‑ups appear when supervisors take actions such as transferring, conferencing, recording, or adjusting audio during a live interaction. These pop‑ups provide quick access to essential call functions without leaving the main interface.​The Pop-up detaches the Call Control window from the main a

Sprinklr Service

New Article

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26.1.1

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Call Controls Pop-up: Behavior, Accessibility and Multi-session Support

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View Gallery Analytics

Gallery Analytics is a new data source option within Sprinklr which allows users to understand key consumption and usage information for their Galleries.Before you BeginGallery Analytics is in limited availability and will need to be activated for a given partner.Standard dashboards for Gallery Anal

Display - SES

social

Gallery Analytics

Social - SES

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Knowledge Base Article

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Gallery

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Customer Authentication

If a user is already logged in on the components, you can securely pass their authenticated details to the chat for user authentication. This process is called pre‑authentication. With pre‑authentication, you don’t need to request customer details again during the chat flow. Instead, you can reuse t

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Customer Authentication

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Dynamic Workflow Node (legacy)

​Note: Dynamic workflow nodes created before the 20.2 release will continue to function as usual. Dynamic workflow nodes created after the 20.2 release will have access to the updated functionalities. For more information on the enhanced features and functionalities, please refer to the article on n

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Nodes in a Dialogue Tree

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Publish to Pinterest

Sprinklr allows you to create and publish multiple pins through its platform using its various parameters. You can select images for your pins through different sources and provide their detailed descriptions. You can also customize and publish collages to Pinterest using the image editor

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Publishing on Pinterest

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Audit Logs

The Audit feature tracks current and past conversations and provides access to the Debug Log, offering insights into response accuracy, language comprehension, and error handling to help optimize the Sprinklr AI Agent’s performance.Access Audit LogsOn the Sprinklr AI Agent window, click Audit Logs f

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Audit Logs

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Setting up a Transaction Record Event Workflow

The Transaction Record Event enables teams to trigger automated workflows whenever a new transaction is ingested into Sprinklr. This capability enables businesses to take immediate, context-aware actions based on transaction data—such as purchases, refunds, service visits, or loyalty redemptions—and

Sprinklr Insights

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Insights

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Setting Workflow Trigger Events

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Agent Self-monitoring Reporting Dashboard (Inbound - Voice)

The Agent Self-monitoring Reporting Dashboard (Inbound) is a standard dashboard created for agents to provide a quick summary of an agent's inbound call activity.As an agent, you can use this dashboard as a self-evaluation tool and view your performance for the selected timeframe.The dashboard provi

Care Reporting

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Voice

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Standard Inbound Voice Dashboards

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Bulk Import Time Off Request and Balance

You can import Time Off requests and balances in bulk using spreadsheets. Using this functionality, you can import Full-day or Partial-day Time Off requests. This feature eliminates the need to update each agent’s Time Off balance manually and makes it easy to sync data from external leave managemen

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Time Off Management

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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.

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20.7.1

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Agent Preferences

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Sprinklr v15.5.0 – Sprinklr Social Capabilities and Enhancements (Consolidated)

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!Note: To export this page as a PDF, use your browser's print functionality

experience:space

15.5.0

Spring Release 2020

Modern Engagement Capabilities and Enhancements

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v15.5.0 (July)

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WhatsApp Business Account Display Name Update

Note: The person updating the profile settings (profile photo, display name etc.) should have admin-level access to Facebook Business Manager.The WhatsApp Business display name is your business name that customers see on your WhatsApp Business profile. When you add a new phone number to your WhatsAp

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Display Name

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Case Queue Extract

The Case Queue Extract captures structured, time-bound records representing the movement of cases across case queues during their lifecycle - where each case queue represents various stages of the case. Each record reflects a discrete case queue session — beginning when a case is assigned to a parti

Knowledge Base Article

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Digital Data Extracts

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Universal Search: Outbound Message Option

Universal Search supports searching by Outbound Messages. Outbound Messages can be searched by Outbound Post ID, Message ID, Channel, Account, Campaign, and by Author. Use this feature to review past outbound messages from anywhere within the Sprinklr platform. To Search Outbound Messages In

experience:space

Insights

social

product:marketing

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Universal Search

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Case SLA Report

The Case SLA Report is used to find each action-level report on a Case. This allows you to report on each agent assignment, Queue Removal, and brand response. The following actions are recorded in this Report, and the duration of each action can be calculated from Case creation, customer activity, o

Sprinklr Insights

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Sprinklr Service

20.10

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Detailed Report Glossary

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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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Configure Add or Remove from Queues Node in Sprinklr IVR

The Add or Remove from Queues node allows cases to be dynamically placed into, or removed from, specific case queues during an IVR flow. This helps teams organize, route, and manage cases more efficiently based on real‑time IVR interactions. You can use this node to ensure the right cases are sent t

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How to Setup Business Logic

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Profile Blocklist

The Blocklist feature allows administrators to exclude specific profiles, emails, or phone numbers from receiving surveys. It provides a centralized UI where admins can add, edit, and remove blocklisted profiles. Once added, blocklisted profiles are automatically excluded from survey distribution, e

Insights

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Security Features

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Ads Composer Roles & Permissions

This guide outlines the process of granting role-level permissions through your platform’s Governance Console. Proper role assignment is essential for managing user access effectively and ensuring security across your workspace or customer setup. This article provides step-by-step instructions on cr

marketing

Knowledge Base Article

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Getting Started