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Request Source in Outbound Message Conditions

When creating outbound rules, users can use Request Source to set custom fields, tags, or campaigns based on the source of messages or to force a mandatory approval path for messages coming from widgets. Request Source is just a condition in the rule engine with respect to outbound messages.Rule Cre

Request Source in Outbound Message Conditions

Request Source

Outbound Message

Request Source in Outbound Message

Knowledge Base Article

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Automation in publishing

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How to find Metrics within Reporting

Choosing the right metric to be plotted in a dashboard can be a challenging task. There are often many metrics to choose from, and selecting the wrong one can lead to inaccurate conclusions. Furthermore, the terminology used to describe metrics can be confusing, and it may be difficult to understand

Knowledge Base Article

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Getting started with reporting dashboard

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Actions in Engagement Dashboards

Actions in Engagement dashboards help you quickly perform functions on billions of conversations on social media. In this article, you will learn about how to perform column actions in each column that you have added to the Engagement dashboard.Add or Create a Dashboard:To create an Engagement Dashb

actions in engagement dashboards

Engagement Columns

Actions

Knowledge Base Article

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Getting started with Social Engagement

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Mandatory fields in Quick Publisher

In this article, you will learn about the significance of the mandatory fields in the Quick Publisher.Mandatory fields in Quick PublisherWhen you enter data in Quick Publisher, certain fields are marked with a red dot. The red dot means that the field must be filled to complete a certain process tha

Knowledge Base Article

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Getting started with publishing

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Date Range Filter on a Reporting Dashboard

Learn how you can limit the results on a dashboard by using the Date Range filter.In reporting dashboards, you have the ability to define the date range or duration to filter the results on the dashboard to the data that falls in a specific date range. For example, on a reporting dashboard, you want

Date Range Filters

Knowledge Base Article

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Configure Reporting

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Detect copyright violations while publishing videos

While uploading a video on Instagram (Reel, Carousel video or Story), you can detect if that video is copyrighted or not. This capability helps you abstain from copyright infringement or plagiarism.Note: This capability is only supported for Instagram channel.Steps to Check Copyright Issues While Pu

Knowledge Base Article

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Other Publishing Capabilities

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Agent FCR

First Contact Resolution (FCR) refers to a key Performance Indicator (KPI) that measures the ability of a customer support team to resolve a customer's inquiry or issue during their initial contact with the customer service channels. FCR aims to resolve customer problems efficiently, reducing t

Knowledge Base Article

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Unlock Insights from Inbound Reports

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Select Metrics and Dimensions

Reporting metrics and dimensions in Sprinklr are tools used to measure the success of social media campaigns and strategies.Metrics are numerical measurements that quantify performance, such as engagement rate, reach, and impressions. They help businesses understand how well their content is perform

Reporting

Knowledge Base Article

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Set up Reporting Widgets

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How to Create Cases ?

How are Cases Different from Messages?Cases and messages in Sprinklr are two different entities that serve different purposes in managing customer interactions.Messages refer to the individual customer interactions that are received through various channels, such as social media, messaging apps, ema

Knowledge Base Article

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How to Create Cases

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Add an Ozonetel Voice account

Prior to calls being routed onto Sprinklr, voice accounts need to be added and configured accordingly. The Ozonetel Voice account will be used to identify the voice calls from the telephony infrastructure to Sprinklr servers, following which a configured IVR, voice bot, or agent handles the call.Ena

Account

Ozonetel

Voice

Knowledge Base Article

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Ozonetel

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Caller ID Types in Dialer Profiles

Choosing the right Direct Inward Dialing (DID) type is essential for the success of your outbound campaigns. Each DID type offers distinct advantages based on your campaign goals and requirements. This article provides an overview of the four available DID types to help you make an informed choice.1

Knowledge Base Article

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Dialers

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Universal Profile

Similar to Universal Messages and Universal Case, all customer profiles are modeled in Sprinklr as Universal Profiles. That means any customer profile on Sprinklr across channels is treated similarly. Universal profiles again have attached metadata information in the form of standard and custom fiel

Knowledge Base Article

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Sprinklr Service Glossary

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Create Listening Keyword Lists to sort Social Listening data

Learn how to create Listening Keyword Lists in Sprinklr Insights to refine Social Listening data.In Social Listening, Keyword List is a single list of words or phrases that can be used in multiple queries. You can create Keyword Lists to include or exclude a set of keywords or phrases in Topic/Theme

Create Keyword Lists

Listening Keyword Lists

Knowledge Base Article

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Creating and using Keyword Lists

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Dashboard and Widget-level Account Health Alerts in Reporting

Effective account management hinges on understanding the underlying reasons behind inactivity or other issues. In the past, the inactive filter on the Account Screen helped identify deactivated accounts, but it didn’t provide insight into why the account was inactive—whether due to expired tokens, m

Knowledge Base Article

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Account Health Alerts

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How to create a Discord column in Sprinklr?

After the Discord server account is added to Sprinklr, you will be able to pull in all your Discord messages and replies for that server. In the Engagement Dashboard, Sprinklr offers different column types for Discord that can be added to the dashboard.Before you beginBefore you can add the Dis

Discord Reply

Discord Post

Discord Column

Knowledge Base Article

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Discord

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Add Google My Business account in Sprinklr

Google My Business (formerly termed as Google Places) allows you to create and claim your business listings across one or more locations. Your business listing will include business name, location, website, contact details, operating hours, pictures, and reviews. It appears on the right-hand side of

experience:space

Google Places

cloud:core

Google My Business

+10

Knowledge Base Article

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Google My Business

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Sprinklr Integration with Salesforce Service Cloud

Salesforce cases can be created, linked, and monitored directly in Sprinklr. Care agents have immediate visibility of the progression and status changes of cases and the opportunity to make updates along the way. Collaboration between agents and social teams is enhanced as cases exchange hands, with

Knowledge Base Article

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Overview

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What is Unified Data Connector

Unified Data Connector is a robust solution designed to streamline the integration of external data sources with the Sprinklr platform. It enables seamless data flow across systems, reducing complexities associated with manual data handling, and custom integrations.  ​Enablement Note:  To learn

Knowledge Base Article

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What is Unified Data Connector

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Agent’s Override Settings

User group settings include assignment setups that individuals inherit from their respective user groups. These settings apply to all members of the group. Whenever a user is added to or removed from a group, their assignment settings automatically adjust according to the group's settings.If an admi

Knowledge Base Article

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Setting up Agents for Routing

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Shortcuts in Care Console

ActionsKeyboard ShortcutsOpen the macro box at the case levelCmd/Ctrl + mSend a messageCmd/Ctrl + EnterIf you wish to define shortcuts for specific channels and not for others (such as email), you can create channel-specific configurations to determine whether a particular channel should have no sho

Knowledge Base Article

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Agent Desktop Shortcuts