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Sprinklr Insights: 20.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 20.4 release brings new features aimed at enhancing customer experiences, driving significant business impact, and improving overall outcomes.Here are the k

marketing

Insights

social

Service

Knowledge Base Article

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20.4 Release (5th Apr '25 Onwards)

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Best Practices for Gamification in Advocacy

Harnessing the power of gamification can significantly enhance the impact of your advocacy program. By integrating game mechanics effectively, you can motivate, engage, and recognize advocates, driving the desired behaviors and outcomes. What is a Gamification Strategy? A Gamification strategy is th

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Gamification

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Tagging and Filtering

Before we beginBefore we start managing dialogue trees, we should have dialogue trees created in our application.OverviewAdding tags to your dialogue trees is possible using alphanumeric and special characters, allowing you to assign multiple tags to a single dialogue tree. By using these tags, mana

Service

Knowledge Base Article

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Dialogue Trees - Overview

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Manage Row Height

To enhance the visibility of information within cells in the sheet view of a project, Project Management offers four row height options: Short, Medium, Tall, and Extra Tall. In every project, rows are set to a default "Short" height. To adjust the row height, navigate to "Row Height&q

marketing

PM_TASK_SHEET_VIEW_2

PM_GENERIC_2

Knowledge Base Article

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Task Sheet View

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Add a Microsoft Teams Channel account

Sprinklr now supports the use of Microsoft Teams as a channel, allowing you to group channels related to a specific topic, brand, or category into a single column and track all metrics. You can also create cases and pull messages from other Teams apps. Messages can be pulled from all of the brand&#x

Microsoft Teams

MS Teams

social

Microsoft Teams account

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Knowledge Base Article

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MS Teams

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Carousel Template

Note: Brands are solely responsible for reaching out to carriers directly to sign up for their services. Sprinklr will not be able to facilitate carrier services; this must be managed by the brand.When you need to present a user with multiple options to choose from, use a rich card carousel. Carouse

Service

Knowledge Base Article

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Carousel Templates

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YouTube Video Insights

You can leverage YouTube insights to learn more about overall trends across your followers and understand how your content is performing with your audience. You can also view insights for specific posts, stories and videos that you've created to see how each one performed and how people engaged

social

Knowledge Base Article

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Report on YouTube activities

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Sprinklr Service: 26.1.1 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's l

marketing

Insights

social

Service

Knowledge Base Article

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26.1.1 Minor Release (8th Feb '26 Onwards)

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Sprinklr Marketing: 20.10 Release Notes

Sprinklr Marketing unifies and enhances marketing efforts across channels. It centralizes content creation, campaign management, and performance analytics for both organic and paid campaigns. This release introduces new capabilities designed to enhance customer experiences across all touchpoints.

marketing

Insights

social

Service

Knowledge Base Article

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20.10 Release (26th Sep '25 Onwards)

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Rule Engine support for AI Studio's Text Classification models

Sometimes, messages need to be classified before additional configuration can take place. For example, in care configurations, the AI Model must classify messages before the case is created and tags are copied to the case level. This is important to make sure that the correct tags are applied to the

Insights

ai studio

Knowledge Base Article

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Rule Engine support for AI Studio's Text Classification models

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Publishing GIFs via GIPHY

You can add animated gifs via GIPHY in your messages through the Engagement Dashboard and Agent Console within Sprinklr. Creating appealing visual content is essential in social media, and the ability to publish Gifs allows you to publish compelling and exciting content dire

experience:space

Insights

GIPHY Video using Engagement Dashboards

GIFs in Engagement Dashboards

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Knowledge Base Article

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Getty

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Sprinklr Platform Status Page - An Overview

The Sprinklr Status site is a web-based platform that provides real-time updates on the operational status of Sprinklr's services and systems. Sprinklr is a customer experience management (CXM) platform that offers various tools for social media management, customer engagement, marketing, and a

experience:space

Insights

article:howto

release:N-A

+5

Knowledge Base Article

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Platform Modules

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Ads Creative Library Overview

In the highly competitive landscape of social media advertising, brands and advertisers are constantly seeking innovative ways to stand out from the crowd. This has led to the development of a wide variety of creative units that are not typically available to organic publishers. However, managing an

marketing

Knowledge Base Article

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Ads Creative Library (Overview)

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How to Create Contact Drivers within Contact Driver Models

In each contact driver model, you can include two components: contact driver groups and contact drivers. The deepest level of the contact driver hierarchy is referred to as contact drivers, while everything preceding it consists of groups of contact drivers known as contact driver groups.For example

Service

Knowledge Base Article

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Creating Contact Driver Models

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Surveys

The Survey Widget enables users to create and display surveys within the community page. This widget promotes customer engagement by providing an avenue for users to share their thoughts and opinions. The Survey Widget is user-friendly, enabling brands to configure customized surveys with ease. The

Service

Knowledge Base Article

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Widget Library

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Why Use Livechat?

Compared to other channels of communication, using Livechat has the following advantages from a brand perspectiveRespond fasterEvery customer demands a quick response, regardless of the nature of the query. The quickest way to resolve a customer's query on your site is to offer them help on the

Service

Knowledge Base Article

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What is Live Chat?

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Create a Telegram Column

After the Telegram Bot account is added in Sprinklr, you will be able to pull in all your native conversations and reply on the same. In the Engagement Dashboard, Sprinklr offers different column types for Telegram that can be added to the dashboard.Before You BeginBefore you can add the Telegram co

Create a Telegram Column

social

Service

Knowledge Base Article

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Telegram

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What is Automated Quality Management?

Automated Quality Management: A Comprehensive OverviewAutomated Quality Management (AQM) revolutionizes the traditional approach to maintaining standards in service and performance. It operates by implementing predefined checklists, which are intricately designed to assess various parameters critica

Service

Knowledge Base Article

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Introduction

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Repeat Parent Reply Node

​OverviewThe 'Repeat Parent Reply' node is supported only for the dialogue trees deployed in Fallback Bots (Deployment Settings). In case of fallback, if the dialogue tree deployed in the fallback settings has this node, then the bot will publish the last bot reply on which the fallback ha

Service

Knowledge Base Article

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Nodes in a Dialogue Tree

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Sprinklr Specialised AI Service Features

Sprinklr’s Specialised AI Service Features empower businesses to deliver exceptional customer experiences by combining advanced generative AI with enterprise-grade governance and security. These features include AI-powered listening, sentiment analysis, and intent detection across millions of conver

marketing

Insights

social

Service

Knowledge Base Article

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Sprinklr Service Specialized AI Use Cases