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Case Summary

Case Summary provides a quick overview of a case, allowing agents to grasp the context at a glance without reading the entire case history.All cases created in Sprinklr include a Summary field, where agents can enter notes that highlight key details. This field is also included when exporting a case

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Knowledge Base Article

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Case Summary

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Overview

Sprinklr Video calling solution allows brands to make one-way or two-way video calls with their customers. Sprinklr Video Call requires no downloads or installations, and works seamlessly on Sprinklr live chat which can be embedded on website or mobile app. ​Sprinklr provides video call solution in

Service

Knowledge Base Article

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Video Call

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Manage What-If Scenarios in Forecast Scenarios

The What-If Scenario functionality enables you to address different situations and assess their impact on key parameters of individual Forecast Scenarios, such as volume, average handling time (AHT), shrinkage, and more.Navigate to What-If Scenario Record ManagerFollow these steps to navigate to the

Sprinklr Service

20.10

Service

Updated Article

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Forecast Scenarios

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Configure Actions Section for Record Manager

The Actions Section in the Record Manager allows you to add various interactive elements that can enhance the user experience by enabling them to perform actions directly from the Record Manager interface. This section includes options like Global CTAs, Header Actions, and Upfront Filters to facilit

Knowledge Base Article

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Configure Action Section for Record Manager

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Sources FAQs

Below are some of the frequently asked questions about Sources in Location Insights –What is meant by sources in Location Insights?The review websites, news, blogs, owned accounts, and listening data from which we get client specific data into Sprinklr to run AI models on, are known as sources.How i

Insights

Knowledge Base Article

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FAQs

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Restrict an asset

There might be a scenario when you have planned to use a certain asset for a specific campaign or post and do not want it to be used in any other campaigns. In this case, you can leverage the Sprinklr feature to restrict assets which provides you additional control and governance over your assets. T

DAM - SES

Restrict asset

social

Asset Restriction

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Knowledge Base Article

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Manage assets

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Export an Asset Audit Trail

In asset manager, the audit trail of an asset will contain a log of changes made to the asset, user details who made the changes, and the time when the changes were made. The Audit Log of an asset can be exported as a spreadsheet. This article covers steps to export the audit trail of an asset.Steps

Asset Audit Trail

Export an Asset Audit Trail

Export Asset Audit Trail

Knowledge Base Article

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Advanced Capabilities

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Google My Business v/s Google.com

GMB (account-based) v/s Google.com (URL-based listening)Following are some of the differences mentioned between Reviews Coverage through Google My Business (GMB accounts) and Google.com –TitleGoogle My Business (GMB)Google.comListening TypeAccount Based ListeningSource page-based ListeningAuthentica

Google.com

Insights

Google My Business

GMB

Knowledge Base Article

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Sources

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Custom Widgets (CRM Integration Based)

Types of API Widgets are as follows :​​Properties Widget Clients can integrate with their CRM, can fetch the relevant information, and show all the details in a widget using Custom Entity without storing data in Sprinklr. The data can be viewable in the list view. ​When clicking on "Show All&qu

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Custom Widgets

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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

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Knowledge Base Article

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Website Installation

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Chinese Source Upgrade

Sprinklr has partnered with one of China’s leading data vendors to fetch data from channels like Xiaohongshu and Kuaishou. These are some of the most popular apps that are used in China for sharing user-generated content in the form of videos, pictures, or text. This data will now be available to cl

Insights

Midu

China Midu

Knowledge Base Article

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Sina Weibo

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Agency Margin Ads Reporting Metrics & Dimensions

You can select from several metrics and dimensions to view the reporting data on your Agency Margin. This will help you analyze the reporting on campaigns and the margins set for your agency.To View Agency Margin Reporting DataClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, 

marketing

Knowledge Base Article

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View Agency Margin Data

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WeChat QR Code

The square-shaped barcodes are WeChat QR Codes. A QR Code is a 2D barcode that contains information which can be read by a smartphone. WeChat uses QR Codes to allow you to easily connect with each other without the need to save others as a contact first. In this article, we will learn abou

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Knowledge Base Article

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Create and Publish Messages

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Continuation of Live Chat Conversations via Email on Sprinklr

This article outlines steps for brands to continue conversations with customers via email when live chat agents are unavailable.1. Collection of Email IDs during Live ChatWhile engaged in the live chat session, prompt users to share their email IDs. For a smoother process, consider integrating this

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Knowledge Base Article

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Continuing Live Chat Conversations via Email

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How to use Callback Manager?

The Callback Manager screen in the Supervisor Console enables supervisors to monitor and manage the callbacks scheduled by agents. Supervisors can view the callback details, including case number, campaign name, agent's name, and callback status. They can also take actions on the callbacks, such as

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Callback Monitoring

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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.

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Knowledge Base Article

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CSAT Prediction

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Logging responses for Product Insights mentions

Review sources for Product Insights, like Amazon and Best Buy, do not currently offer API support for responding through a third party. Responses that you make natively can now be logged in Sprinklr for Reporting and for insight into which messages your team has responded to. When you make a native

Insights

Knowledge Base Article

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Advanced Concepts

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Agent-Initiated Co-Browsing

Agent Sends Co-browsing Session RequestAgents initiate a co-browsing request from Care Console via the 3-dots menu to ask the customer if they want to share their screen by sending an asset that captures the customer’s response.​Agents seek approval from user if they want to share their screen by se

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User/Agent Journey

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Schedule a callback from care console

Care console gives the flexibility and feasibility to perform multiple actions on a case which can help agents to solve the customer queries quickly and efficiently on a single screen. In this article we will learn how admins can configure schedule callback button on the care console.Business Use Ca

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Agent Assistance

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Ad Comment Moderation for Facebook

Learn about the new Facebook comment moderation capabilities in Sprinklr and how you can use them to monitor and manage all comments and replies within Sprinklr.What Comments can we get?What actions can we take?The table below provides you with information about the types of comments that can be fet

marketing

Ad Comment Moderation

Facebook

Advertising

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Facebook