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Pause or Resume Screen Recording

The Pause or Resume feature in Screen Recording enables businesses to control when an agent’s screen is recorded during a workflow, helping maintain privacy and ensure compliance with organizational policies. Configured through Guided Workflow, this feature allows you to define actions such as pausi

Knowledge Base Article

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Screen Recording

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Agent Status Extract

This documentation outlines the extract capturing agent status-related data. The Agent Status Extract provides status-level records reflecting changes in agent availability and configured status activity within the platform.​Each row represents a specific status interval for an agent, capturing when

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Agent Data Extracts

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Notify admin to add an account

In this article we will look at the steps to notify admin to re-add a deactivated account.Steps to Manage Permissions for Account Deactivation Notification BarClick the New Tab icon . Under the Platform Modules, click All Settings within Listen.In the Platform Settings window, either select Workspac

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Account Deactivation Notification Bar

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Manage Accounts

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Configure Wait Time Queue IVR

The Wait Time Queue IVR helps you manage customer calls when all agents are busy. Instead of leaving callers on hold without updates, the IVR guides them with clear options and information.​With this setup, customers can:Hear their estimated wait time.Request a callback.Switch to another channel, su

26.1

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How to Setup Business Logic

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Configure a rule to send surveys and capture customer feedback

After building surveys in the Survey Builder, you would want to establish the scenarios under which you send survey requests to customers. Automating this process ensures that agent preference does not affect the results you receive and that the feedback you get from customers is unbiased, leading t

Surveys

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Rule Engine

Knowledge Base Article

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Sending Surveys

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Multiple Agent Scoring

In conversations where multiple agents participate, evaluating individual contributions accurately can be challenging. To address this, Sprinklr has introduced enhancements to its AI Scoring mechanism, allowing quality managers to evaluate each agent separately with greater flexibility and precision

Service

Knowledge Base Article

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AI Scoring and Insights

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Rank Order

The Rank Order question enables respondents to rank a list of items according to their preferences or importance. It's an effective way to gain insights into how customers prioritize various features, products, or services.This question type provides businesses with clear, organized data on customer

Sprinklr Insights

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Insights

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Survey Questions

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TikTok Discovery

TikTok Discovery is the first step in TikTok content research and strategy.It helps you understand what’s trending before you publish—across hashtags, keywords, audio tracks, and creators.By surfacing real-time trends, TikTok Discovery enables you to see which hashtags, keywords, and audio are gaini

Sprinklr Insights

Insights

20.10

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Tiktok

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Sprinklr Marketing: 19.8.1 Capabilities and Enhancements

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr's latest release:Sprinklr MarketingSprinklr ServiceSprinklr Insi

marketing

Insights

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Service

Knowledge Base Article

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19.8.1 Patch (Oct 3-10, '24)

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Manage Time Off Requests

Reviewing time off requests from agents is important for keeping things running smoothly and ensuring leave is given fairly. This section provides a step-by-step guide on reviewing and managing time off requests submitted by agents.You can review Time Off requests using the following methods:Real-ti

Sprinklr Service

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Time Off Management

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Naming Convention for Outbound Messages

Automating the process of naming Outbound Messages by adding the Set Naming Convention action eliminates the manual effort of users in naming the Outbound Message. This saves a lot of time for the users. Having a standard naming convention simplifies the identification and maintenance of a multitude

marketing

Rule Engine

Knowledge Base Article

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Draft Rules

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How to Apply Cost & Rate Ads Benchmarks via Ads Manager

To Apply Benchmarking via Ads ManagerClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Manager within Analyze.On the Ads Manager window, click the View and Edit icon  alongside the desired Campaign.In the Edit window to the right, locate the Campaign Name and Details

marketing

Knowledge Base Article

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Apply Cost & Rate Benchmarks

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Auto-Schedule Content: Schedule Placeholders 

Advocates easily auto-schedule posts in the "Profile" section using the "schedule placeholders" feature, streamlining content sharing. They establish multiple placeholders for various accounts, days, and times, ensuring consistent post-publishing. This enables advocates to log in

Advocacy - SES

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Social - SES

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Content Sharing

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Supported Channels for Journey Facilitator

Modern customers interact with brands across multiple touchpoints, such as emails, SMS, chat, push notifications, in-app messages, social, messaging channels, etc. Here is a list of the channels that you can use on Sprinklr for Marketing Automation. Before You BeginTo use any of the supported channe

Channel

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Journey Facilitator

Knowledge Base Article

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Supported Channels for Journey Facilitator

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How does the Adjust Ads Integration Work?

1. [Ads reporting] Bringing Adjust Data in Sprinklr -​Its a cumbersome task to download and map the Channel Entities Data and Adjust data on regular basis based on the identifier.Sprinklr Adjust Integration helps you :-Map Adjust data in an automated way to your Channel entities allowing you to com

marketing

Knowledge Base Article

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Setting Up Adjust

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Meta Platform Policy for Replying to Direct Messages

The Meta Platform Policies are designed to help people and businesses connect effectively to achieve meaningful outcomes. At the heart of this is the understanding that people and businesses need a seamless, reliable way to get something done - whether it is getting a question answered, making a pur

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Knowledge Base Article

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Reply to Messages

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What are Intents?

OverviewSprinklr's Conversational AI understands user intentions to help them achieve their goals. This article explains how intents are detected and classified, their importance, and how Sprinklr leverages data analysis for accurate intent recognition.​Understanding IntentsConversational AI id

Service

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Set Up NLU Based Intents

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Buy a Phone number

Buy a Signalwire Phone Number from ConsoleSignalwire's Console site allows you to quickly search for and provision phone numbers on your project. From the Console search, filter the phone numbers based on location, phone number type, capabilities, and more - all with our easy to use GUI. Contin

Service

Knowledge Base Article

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Signalwire

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What are Sub Cases?

Streamline customer support issues by associating multiple sub-cases with a case to enable parallel work by multiple teams.Agents can use macros or guided workflows to create sub-cases. The sub-cases created are linked to the cases enabling back-and-forth navigation between the case and sub-cases. C

Service

Knowledge Base Article

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Sub Cases

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Auditing Connectors

In Sprinklr, auditing connectors is a process that allows monitoring of various connectors and tracking changes to their properties. Connectors in Sprinklr are used to integrate external systems (like social media platforms, CRMs, or analytics tools) with the Sprinklr platform. Auditing these connec

marketing

Insights

social

Service

Knowledge Base Article

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Auditing Connectors