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Add Call

The Add Call feature allows agents to include another participant such as a colleague, supervisor, or an external number in an ongoing customer call. It is used for conference calls, involving the customer, the primary agent who intially received the customer's call, and a secondary agent who was ad

Service

Updated Article

26.4

Knowledge Base Article

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Add Call

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X Dark Posts

This article will cover the capabilities of publishing and engaging on X Dark Posts. These dark posts don’t appear on a brand’s timeline but they can be very useful for promotion. What is X Dark Post?Dark posts are created when you create ads or use paid promotion. There are no organic dark posts be

social

Twitter

channel:twitter

Dark Post

Knowledge Base Article

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Advanced capabilities

RS
Pause & Resume After Call Work

1. Pause & Resume Overview: This feature prioritizes customer incoming calls over filling After Call Work (ACW) forms. Admins configure capacity settings to ensure ACW is overwritten by incoming calls in unified routing.  The feature pauses the ACW timer during incoming calls, not affecting the

Service

Knowledge Base Article

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Pause and Resume ACW

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Create Twitter Audience Studies

As a brand owner, you may struggle to find out the habits, lifestyles, interests, and likes or dislikes of your target audience. What are the habits and lifestyle choices of my audience? Which channel of communication does my audience prefer? What are the demographics of my target audience? Audience

audience study

Insights

Audience Insights

Knowledge Base Article

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Create Audience Studies to understand your audience better

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Adobe Analytics Integration

Track the entire consumer journey from clicks to website conversions, providing post-level attribution for website activities and seamlessly report on the entire conversion funnel using Adobe Analytics integration in Sprinklr.Note: We are currently on 1.4 v of the Adobe Analytics API. For more infor

Integrations

Adobe Analytics

Knowledge Base Article

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Adobe

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Sprinklr - Salesforce Service Cloud (v2)

With Salesforce v2 integration, you can manage customer relationships and contacts in the same platform you use to interact with customers through engagement workflows. You can leverage unified profiles within Sprinklr, creating the opportunity to provide your customers with personalized and insight

experience:space

Insights

social

salesforce lightning

+9

Knowledge Base Article

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Configure Salesforce Application

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Email Post Assets

It is mandatory to create assets for every channel, before you add them in the customer journey. Sprinklr provides you with the ability to search/ build assets in the Digital Asset Management.1) Click the New Tab icon . Under Sprinklr Marketing, click Digital Asset Management 2) Click Create Asset

Service

Knowledge Base Article

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Email Template

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Adding live chat using Google Tag Manager (GTM)

You can embed live chat using GTM as well. For doing this, log in to Google Tag Manager account at the following link - https://tagmanager.google.com  Create a new tag by clicking "Tags" on the left side menu and then on the "New" button. ​Name your tag. Click on "Tag Config

Service

Knowledge Base Article

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Website Installation

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Compose TikTok Search Campaign Ads

TikTok Search Campaign ads are a keyword-based campaign type that will reach TikTok users within the Search Results Page with an organic user experience. They allow you to select keywords and serve ads within TikTok's search results page. With Search Campaigns, you can control campaign budgets speci

marketing

Knowledge Base Article

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Publish TikTok Ads

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Add Gamification Points Multiplier in Advocacy

In the Sprinklr advocacy site, advocates get gamification points if they share a post, and the post is engaging to their followers. Admins can leverage the "Gamification points multiplier" feature in the publisher to assign higher point values to specific posts that they want advocates to

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Curation

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Create a post using the Quick Publisher

Leverage your social account in the best possible way using Sprinklr's social publishing tool which provides you with key publishing functionalities to enhance the content you publish. In this article, we will go through the key features of Quick Publisher.​Steps to create a post using the Quick Pub

Create a post

Publishing - SES

Create a post using the Quick Publisher

Create a post in Quick Publisher

+1

Knowledge Base Article

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Getting started with publishing

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Automatically Optimize Images for Publishing

Image optimization tool helps in converting the user image file format, compressing it to reduce the file size, and performing other editing tasks so that the image adheres to all the channel specifications while publishing an image through Sprinklr. Image optimization in Sprinklr is available for F

26.1

Publishing - SES

social

Sprinklr Social

+2

Knowledge Base Article

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Advanced capabilities

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Agent Evaluation Review and Dispute Workflow

Quality Management equips agents, managers, and supervisors with the ability to review evaluations performed on agents. This functionality not only allows them to acknowledge the results but also provides the opportunity to raise disputes if they believe certain criteria were inaccurately assessed.

Service

Knowledge Base Article

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User Level Evaluation

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How to Create and Use Ads Macros

​Macros in Sprinklr Marketing (Ads) streamline your workflow by allowing you to implement multiple changes across entities with a single click. You can create and save macros tailored to different ad entities, enhancing efficiency in campaign management. Automate manual actions instantly across mult

marketing

Advertising

Knowledge Base Article

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Configuration

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Troubleshooting Publishing Errors

Here’s how you can deal with publishing errors.Step 1: Go through the list of articles to understand if any of these can help you understand the root cause of your error. The Functionalities section & Configuration & Setup section can help you the best in this scenario.Step 2: Make sure you

marketing

Troubleshooting

publishing

Knowledge Base Article

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Troubleshooting & FAQs

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Integrate Guided Workflow with Community

To integrate Guided Workflow with the Sprinklr community we need to follow the following steps - 1) Click the new tab icon. click Community Builder under Communities section. 2) Click on edit a community.3) Go to Page Layout section from the top.4) Edit the Case form widget, and choose the guided wo

Service

Knowledge Base Article

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Webform

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Using Case Description in Rules for New and Updated Cases

In Care Console, you can reference the Case Description system field in both Case Creation and Case Update rules within the Rule Engine. This enables you to copy the Case Description into custom fields. Once the Case Description value is copied into a custom field, you can use it in workflows or dis

Service

Knowledge Base Article

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Case Third Pane

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How to Use URL Shorteners in Ads Composer

Reduce the length of your URLs and make them more efficient for publishing on social media ad campaigns.URL Shortener is a tool that reduces the length of your URL. It can be used when publishing content that includes links. When URL shorteners are applied to ad posts in Ads Composer, Ads Manager, o

marketing

Knowledge Base Article

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New Campaign Creation

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How to Setup a Google Analytics Web Analytics Profile

You can create a new Google Analytics Profile in Sprinklr Web Analytics.Click the New Tab icon. Under Governance Console, click Analytics within Integrate.In the top right corner of the Web Analytics window, click Add Analytics Profile and create your web analytics profile. While creating the Web An

marketing

Knowledge Base Article

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Setting Up Google Analytics

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Salesforce OAuth Integration Setup: Permission Requirements Update

Beginning in September 2025, Salesforce will implement a security change that limits the use of uninstalled connected apps during OAuth authentication. Consequently, if a user attempts to authorize a connected app that is not installed in their Salesforce organization, they will need to possess the

Knowledge Base Article

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Setting Workflow Trigger Events