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Adding Data Masking on Survey Responses

The Data Masking Templates feature lets you apply predefined templates to automatically mask sensitive information in survey responses. These templates help enable compliance with data privacy regulations and protect confidential data from unauthorized access. As an administrator, you can create, cu

Sprinklr Insights

Insights

New Article

20.10

Knowledge Base Article

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Security Features

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Send Case Details from Sprinklr to Salesforce

This guide provides step-by-step instructions on how to manually send case details from Sprinklr to Salesforce. By following these steps, users can ensure seamless case transfer for further handling in Salesforce. Prerequisites You must have the necessary permissions to access the Care Console

marketing

Insights

social

Service

Knowledge Base Article

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Overview

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Live Chat

What is Live Chat?Live chat is the capability that allows end customers to interact with brands via a messaging interface in real time. Live chat is often deployed on websites and is also referred to as Website chat. However, its usage is not limited to websites, it can be installed on mobile applic

Service

Knowledge Base Article

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Setup - Care Operations

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FAQs on Predicted CSAT Rating

Here are some frequently asked questions on Predicted CSAT Scores:How do I enable CSAT?​CSAT predictions are by default enabled for all partners and supported languages. If default CSAT custom fields are not getting populated or are not visible, please raise a support ticket at tickets@sprinklr.com.

Service

Knowledge Base Article

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CSAT Prediction

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Unified Platform: 18.2 Capabilities and Enhancements

Sprinklr's latest release offers 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 click on a Product title to 

Release Notes

18.2 Capabilities and Enhancements

18.2 Release Notes for Core Platform and Cross-Product

Core Platform and Cross-Product Release Notes

Knowledge Base Article

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v18.2 Winter Release (February)

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TV as a Listening source

By adding TV as a Listening Source, you can listen to and learn from them.Sprinklr supports TV as one of its traditional Listening Sources. LexisNexis provides us with a transcript of major tv sources and Video Clips for popular news channels and radio stations. Video clips are only available for th

TV as a Listening Source

LexisNexis

Insights

TV Data

Knowledge Base Article

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TV

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Radio as a Listening source

By adding Radio as a Listening source, you can listen to and learn from radio channels.Sprinklr supports Radio as one of its traditional Listening sources. Radio source contains radio broadcasts of news or commentaries on various topics. LexisNexis provides a transcript and audio clips of major Radi

Insights

Radio Data

Radio as a Listening Source

Knowledge Base Article

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Radio

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Components of Unified Routing

Unified Routing is an intelligent, centralized approach to directing all customer interactions—across channels like phone, messaging, chat, or email—to the most appropriate agent or team in the shortest possible time, so customers receive prompt responses, personalized handling, and first-contact re

Sprinklr Service

New Article

Service

26.1.1

Knowledge Base Article

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Unified Routing Overview

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How to get started with Benchmarking?

Competitive Insights & BenchmarkingCollecting and analyzing competitor data is a time-intensive and often challenging task for brand managers, marketing teams, content creators, and market researchers. These personas face multiple challenges while trying to conduct competitive analysis on social

Insights

Benchmarking

Get Started with Benchmarking

Knowledge Base Article

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What is Benchmarking?

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Conversational AI Groovy Library

GL #1 Fetching/ Modifying Date VariablesConvert from Date to StringYou can use this code in scenarios where you need to display date and time information in a specific format, such as logging or displaying on a Screen.For example, if you are building a flow that processes transactions and need to di

Knowledge Base Article

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Troubleshooting & FAQs

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Locked out of Sprinklr using the wrong username and password combination

Overview By default, there is virtually no limit on the amount of incorrect logins a user can perform. However, this can be customized and set to look a user out after a designated number of incorrect logins. If you wish to implement this feature, please contact your Account Manager. If a user is l

marketing

Insights

social

Service

+3

Knowledge Base Article

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Locked Out of Sprinklr Using the Wrong Username and Password Combination

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What Can Cause X Ad Accounts to Deactivate?

Sprinklr uses access tokens, which are provided by social channels, to connect to your accounts. When an access token expires or becomes invalid, you must reconnect your social account to Sprinklr (see Re-Add a Deactivated Account in Sprinklr). Doing this generates a new token. Each social network h

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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System Diagnostic Tool

The System Diagnostic Tool is designed to help agents diagnose and resolve system, network, and hardware issues that disrupt call quality. By providing a simple and efficient diagnostic mechanism, the tool improves agent productivity, ensures seamless customer interactions, and minimizes downtime.Th

Sprinklr Service

20.10

Service

Updated Article

+1

Knowledge Base Article

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Agent Network and System Readiness Tool

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Automated Quality Assurance (QA) in IVR

Automated Quality Assurance (QA) in IVR systems streamlines the process of retesting by enabling administrators to define standard use cases and restart a previously executed voice cases, whether it was successful or failed. This feature allows administrators to follow the exact path taken during th

Service

Knowledge Base Article

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Automated QA in IVR

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Emails Not Appearing as Cases in Sprinklr

Customers often report email-grabbing issues when they do not see a case created in Sprinklr after sending an email. In most scenarios, the email is successfully grabbed by Sprinklr, but the case is not created due to rule configuration issues.This document helps you:Differentiate between email-grab

Sprinklr Service

New Article

26.7

Knowledge Base Article

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Review Before Contacting Support

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Getting Started with Product Insights

What are insights?With the proliferation of digital channels, collecting raw data presents a significant challenge. But even once collected, the data is meaningless without quick analysis, contextualization, and actionability. Insights are actionable statements generated from customer feedback about

Insights

Knowledge Base Article

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Getting Started

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Sprinklr Service: Patch Changes (18.8.1)

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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v18.8.1 (September)

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How to Create and Use Ads Naming Conventions

​Naming conventions are an essential aspect of advertising, especially when it comes to organizing, tracking, and reporting campaigns. Using consistent naming conventions, advertisers can easily identify and sort through their campaigns, ad groups, and ads. This article provides a step-by-step guide

marketing

Advertising

Knowledge Base Article

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Configuration

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Facebook Channel Updates

Keep up with the latest Facebook Channel updates here.June 2024Policies for going live on Facebook have been changed to align with the industry standards. To continue using Facebook Live seamlessly after 10 June 2024, your account must meet the following requirements.Your account must be at least 60

social

Service

Knowledge Base Article

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Getting Started - Facebook

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Getting Started for Workforce Managers

As a Workforce Manager, your role is crucial in ensuring that the right number of agents are available at the right times to meet service level agreements and maintain operational efficiency. This guide provides an overview of the key tasks you'll be managing.Manage Work Types and PresetsSet up

Service

Knowledge Base Article

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Getting Started for Workforce Managers