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Coaching Functionalities

Coaching functionalities helps you improve agent performance through targeted, measurable guidance. You can convert quality evaluations into structured coaching sessions that focus on specific behaviors and skills. The platform lets you assign action items, track progress, and document outcomes in o

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Coaching

RS
Live Chat not Visible on Certain Pages

This issue could happen because of the following reasons:LiveChat visibility filtersWhile creating the LiveChat application, Sprinklr provides the functionality of hiding the LiveChat trigger icon based on certain customizable conditions. These can be seen in LiveChat builder, under the styling sect

Service

Knowledge Base Article

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Troubleshooting

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Unified Platform & Cross-Product: 18.8 Capabilities and Enhancements

With this release, deliver an enhanced customer experience with feature advancements in Command Center, Conversational AI, and Guided workflow. Increase agent productivity with Extension Enhancements and Global Relay Connector.

18.5 Release

marketing

Insights

Cross-Product

+4

Knowledge Base Article

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v18.8 Summer Release (August)

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Case Maker

What is Case Maker?Sprinklr’s Case Maker aims to simplify new case creation or association to an existing case for channels like voice, social, or email.Currently, the configuration of Case Update and Case Creation rules is being done in the Rule Engine.With Case Update and Case Creation rules, you

Service

Knowledge Base Article

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Case Maker

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Profile Macros

Macros are used to execute multiple actions on an entity with a single click. Macros can be used to make multiple changes to entities at once, creating efficiencies in your workflows.You can apply Profile macros to Profiles to take multiple actions on a Profile the same way you can with other entity

social

Knowledge Base Article

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Asset classes with macros

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Citrix Media Offloading for Voice Calls

IntroductionMost Sprinklr Service Voice (CCaaS) customers use Sprinklr directly on their own computers. However, some organizations—especially those with strict security or centralized IT requirements—run agents inside a virtual desktop environment (VDI) like Citrix. In these setups, agents log into

26.1

Sprinklr Service

20.7.1

Service

+2

Knowledge Base Article

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Citrix Media Redirection for Voice Calls

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Smart Rules for Weather

You can predefine the consumer-based content and activate the Paid Initiatives using Smart Rules when market trends are favorable. You can configure Smart Rules for Weather so that you can optimize your ads in real-time based on live weather insights of a location. This capability helps you to enhan

marketing

Knowledge Base Article

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Configuring Smart Rules

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Setting up Bot Rule

Before You BeginBefore configuring a bot rule, it is important to have a clear understanding of the following aspects:Inbound RuleCase Maker RuleOverviewOnce all the preprocessing steps are completed, the Bot Rule is responsible for assessing the status of the bot application when it receives a mess

Service

Knowledge Base Article

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Bot Rule Setup

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How to Customise Grading Tiers in the Creative Management App?

Customizing grading tiers in your Creative Management App can enhance how you assess and manage your team’s performance. This guide will show you how to tailor these tiers to better fit your project's needs and team dynamics, ensuring more accurate evaluations.Note: If you haven't yet expl

marketing

Knowledge Base Article

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Brand Creation in Creative Management App

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Evaluation Auto Unassignment Report

The Evaluation Auto Unassignment Report tracks evaluations that are automatically unassigned from auditors after the due date. It helps identify cases where system-assigned evaluations were unassigned due to time constraints or other factors. When you create a new widget in a reporting dashboard usi

Service

Knowledge Base Article

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Detailed Report Glossary

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Kakaotalk Business Overview

OverviewKakaoTalk is a popular instant messaging application that enables users to send and receive text, voice, and video messages, and share media files. It offers features for both personal and business use. Known for its user-friendly interface and robust security measures, KakaoTalk is a popula

Service

Knowledge Base Article

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KakaoTalk Overview

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Setting Up Unified Reporting

Sprinklr unifies data from paid advertisements, brand-owned content, and earned media within a single, AI-powered platform that provides marketing teams with complete visibility, consistent reporting, and actionable insights across the customer journey. In this article, you will learn:The benefits o

26.1

marketing

20.10

Updated Article

+1

Knowledge Base Article

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Overview

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Tags Management on Community

You can add custom community tags to group categories and messages based on them. Grouping categories and messages provide clarity and understanding, making it easier to identify similarities, differences, and relationships among items.Before your beginThe users must have the Manage Community Tag pe

Community Builder

Sprinklr Service

Service

Updated Article

+2

Knowledge Base Article

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Tags Management

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Campaign Rules Conditions & Actions

SummaryThe following conditions and actions are available to users to select while creating a Campaign Rule.Campaign Rule — ConditionsConditionDescriptionThe Properties of CampaignSet the condition based on the following Campaign properties:Archived Workspace VisibilityWorkspaceStatusUser Visibility

marketing

Campaign Rules

Conditions on Campaigns

rules

Knowledge Base Article

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Campaign Rules

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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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Translation Functionalities Across Sprinklr Modules

In this article, you will learn how to seamlessly utilize the translation functionalities within Sprinklr modules. It not only outlines the process for changing the language of the platform for users but also provides a detailed guide on adding module-specific translations. Enhancing your understand

Service

Knowledge Base Article

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Adding Translations

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Connect External SOAP API with Sprinklr

Sprinklr enables you to configure external SOAP APIs directly within its platform, removing the need for custom development. The External API module provides the flexibility to switch between SOAP and REST API protocols.This guide will walk you through the process of connecting a SOAP External API i

26.1

Sprinklr Integrations

Updated Article

Knowledge Base Article

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Configure an Extension in Sprinklr

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Permissions required for executing Email Marketing Campaign

In this article, you can find what permissions are required to execute the different steps of an Email Marketing Campaign. Permissions for creating a CampaignTo create a campaign or modify an existing one, you will need the following permissions under:Setup > CampaignPermissions required for Audi

marketing

Permissions

Email Marketing

Roles and Permissions

Knowledge Base Article

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Setting up Email Marketing 

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Google RBM Account Addition

Brands can start messaging users using an RBM Agent, an entity that sends messages on behalf of a brand, enabling conversational interactions and responsive exchanges with users.Notes: Brands are solely responsible for reaching out to carriers directly to sign up for their services. Sprinklr will no

Service

Knowledge Base Article

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Google RBM Account Addition

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Introduction to Care Console/Agent Desktop

Care Console offers omnichannel interaction within one platform. Agents can interact with customers and switch quickly between channels, easily managing calls, emails, web chat, and social media interactions from one screen.Why Care Console?1. The custom home page contains all the components and wid

Service

Knowledge Base Article

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Introduction to Care Console/Agent Desktop