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Custom Fields Configurations

In this article, we will cover the different ways to configure custom fields in Sprinklr.Controlling Fields provide a level of organization, governance, and simplicity within Custom Field Management. Controlling Fields allow you to set the visibility of custom fields by a specific value. It can be c

experience:space

article:howto

Custom Fields

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Knowledge Base Article

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Custom Fields

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Voice Work Queue Performance

Monitor real-time updates and track service level agreements specifically at the queue level in order to effectively manage priority calls. Additionally, ensure that agent allocation is optimized to enhance efficiency and responsiveness in handling these calls.Scenarios in which Queue Reports are us

Knowledge Base Article

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Detailed Dashboards

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Troubleshooting Guide for Unified Analytics

Some Common Facts on Unified Analytics You might experience a slight discrepancy between the source reports (Social Analytics/Paid) and Unified Analytics as Unified Pipeline runs every 6 hours. To help you better understand if the Unified data is up-to-date, we have added a notification mentioning t

marketing

Knowledge Base Article

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Advanced Use Cases

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Create an Interactive Reply Template for WhatsApp Business

You can create an Interactive Reply template in Digital Asset Management (DAM). This template can be used on WhatsApp Business to let customers respond in the conversation thread by clicking one of the predefined options. After creating the template in DAM, you can send it by configuring an auto‑res

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Knowledge Base Article

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Interactive Reply Templates

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Understanding Recipient Selection (To Field) in Email Conversations

When you reply to emails from the Care Console, the To field is automatically populated with an email address. This behavior is based on the conversation history of the case, not on customer profile data.This can cause confusion when:A different email address appears than expectedSecondary email add

Sprinklr Service

New Article

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Knowledge Base Article

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Review Before Contacting Support

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Some Common Layouts

Depending on the ask, we can configure the Care Console layout into a 2-pane or a 3-pane layout which essentially means that there will be 2 columns for 2-pane layout i.e one column of the conversation Widget and another column of other widgets. Similarly, 3-pane layout gives 1 column to the convers

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Knowledge Base Article

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Some Common Layouts

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Initiate Workflow Automatically on your Message

Create an initiate workflow rule to trigger workflows on all draft messages. This way you can automate the process of initiating workflows in bulk on messages based on certain well defined conditions. Users will need to set up the rule and enable it. Once the rule is enabled, all the messages satisf

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Workflow Engine

Rule Engine

Knowledge Base Article

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Draft Rules

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Listening Use-case Dashboard FAQs

Below you'll find answers to frequently asked questions about the Listening Use-case DashboardDo we have use cases for all industries? No, presently use-case dashboards are being released for 10 industries. We are adding more industries is on the roadmap.Are all use cases available for all in

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Use-case Dashboard

Insights

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Listening Dashboards

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Headless Live Chat SDK

Sprinklr provides a Headless Live Chat SDK, a versatile and flexible solution that delivers all the essential infrastructure and logic needed for Live Chat functionality.This empowers brands to design fully custom user interfaces while leveraging the complete suite of Live Chat features. With this S

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Knowledge Base Article

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Headless Live Chat SDK

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Agent Usage

Tracking agents' use of articles while handling cases is essential for understanding the effectiveness of your knowledge base. This article covers reporting that helps monitor which articles are being utilized, how frequently they are accessed, and their impact on case resolution.Note: The Widget co

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20.7.1

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Reporting and Analytics

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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

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System Diagnostic Tool

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Compose Pinterest Shopping Ads

Pinterest catalogs are the fastest way to get your products onto Pinterest. You can turn your entire product catalog into product Pins, all at once. Shopping Ads allow advertisers to easily promote products from their product catalog as single product ads on Pinterest. In Sprinklr, you can easily cr

marketing

Knowledge Base Article

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Publish Pinterest Dynamic Product Ads

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WeChat Automatic Messages

WeChat account admin can create automatic messages such as welcome messages, auto-replies and keyword inspired auto-replies. Auto messages can include text, images, voice messages and video. Followers receive auto messages when their actions match pre-set conditions. This capability benefits both fo

experience:space

WeChat Automatic Messages

article:howto

channel:wechat

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Engage with messages from WeChat

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Using Dynamic Asset ID in Journey Facilitator

OverviewThis feature allows users to dynamically pass the asset ID in a variable within the API payload for Trigger-Based journeys or a custom field for Manual journeys. This asset ID can then be selected in the Send Message node of Journey Facilitator (JF), enabling the sending of a specific asset

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Knowledge Base Article

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Journey Builder

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Autofill Channel Details in Publisher​

While creating a message from the Message Publisher, autofill Account Type & Template details based on pre-defined conditions to eliminate manual effort with automation. How to set upClick the New Tab icon. Under the Platform modules, click Rule Engine within Collaborate.In the top right corner

Autofill

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publishing

Autofill Rule

Knowledge Base Article

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Autofill Rules

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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

Service

Knowledge Base Article

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Sprinklr Service Glossary

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Service Reporting Copilot

Service Reporting Copilot is an intelligent assistant designed to simplify and streamline the way you navigate, create, and interpret dashboards. Whether you're part of an internal team or a client, Copilot helps eliminate the need to manually sift through complex metrics and dimensions or assemble

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Sprinklr Service

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Service Reporting Copilot

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WhatsApp FAQs

This FAQ provides answers to common questions about WhatsApp Business account setup, management, messaging, reporting, and troubleshooting in Sprinklr.Account AdditionWhy am I seeing a blank screen while trying the embedded signup flow?Make sure to use a listening URL to log in to the Sprinklr envir

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Knowledge Base Article

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FAQs

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Using Smart Response Compliance in Agent Console and Care Console to ensure brand protection

How Sprinklr’s AI-powered response compliance ensures that each brand response adheres to appropriate business communication protocols and flags the non-compliant responses.Engaging on different social/email channels daily requires a tricky balance between maintaining an authentic voice and followin

Service

Knowledge Base Article

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Publishing Functionalities

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Case/Message Audit

Audit Checklists help supervisors identify gaps in Agents' performance and then use the gathered data to take actions in order to correct these gaps.You can create audit checklists and use them to measure agents' performance in Agent Console and Care Console. A checklist is created to ensu

Service

Knowledge Base Article

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Case Third Pane