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Decoupling ACW from Voice

There are two ways by which you can access Disposition Plans, either through ACW Manager or from Voice Care. In the First method, once you enable an ACW DP, you can browse to the URL, care/after-call-work/manager, or open a new tab and type After call Work in the universal search, to access ACW Mana

Service

Knowledge Base Article

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Decoupling ACW from Voice

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Compare Paid Strategy dashboard

The paid strategy allows a brand to channel its marketing spend towards creating content that reaches a wider audience, ultimately increasing traffic, sales, and revenue. Monitoring competitor campaigns can help improve a brand's own strategy. This can be achieved by navigating to the Compare P

Insights

Compare Paid Strategy Dshboard

Knowledge Base Article

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Standard Dashboards in Benchmarking

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Discovery Runs in AI Agent

The Discover feature in AI Agent Studio helps you identify tasks when predefined workflows are not available. It analyzes historical data—such as past customer and agent conversations to detect patterns and suggest tasks that can be automated. This gives you a clear, data-driven starting point for b

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Knowledge Base Article

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Discover

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Getting Started with Live Chat Commerce

Live Chat Commerce improves your customers' shopping experience by enabling catalogue browsing, product discovery, real-time personal shopper assistance, and personalized recommendations. It also empowers agents to enhance the customer's purchase experience by providing a "Personal Shopper" experien

Service

Knowledge Base Article

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Live Chat Commerce

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Sending Canned Responses from Agent Console

Use Canned Responses in Agent Console and Care Console to deliver on-brand, quick answers to routine customer questions.Canned Responses are predefined brand-compliant responses to routine customer questions such as 'how can I add a credit card to my account' or 'how do I apply for a refund'. You ca

Service

Knowledge Base Article

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Agent Console (Legacy)

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Sprinklr Social: Patch Changes (18.5.3)

With this release, deliver an enhanced customer experience with feature advancements in Live Chat, Conversational AI, and Guided Workflows. Increase agent productivity with Quality Management on Video and Shift Management within WFM.

18.5 Release

marketing

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social

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Knowledge Base Article

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v18.5.3 (July)

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Get Started with BYOM in AI+ Studio

Sprinklr follows an LLM-agnostic approach to Generative AI, giving you the flexibility to choose the language model that best fits your business needs. Along with Sprinklr’s in-house and partner models, you can use the Bring Your Own Model (BYOM) option to integrate your internally developed LLMs di

Sprinklr Service

marketing

Insights

social

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Add Support for BYOM

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CreatorIQ in Engagement Dashboards

OverviewCreatorIQ is a top influencer marketing platform that helps enterprise brands and agencies discover, manage, and measure influencer campaigns at scale. This article outlines how CreatorIQ data appears within Sprinklr.​Message Creation & TypeFor each post within your selected CreatorIQ ca

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social

Sprinklr Social

Channels - SES

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Knowledge Base Article

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Creator IQ

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How to Create Alerts for Account Addition, Deletion and Updation

The Alert Manager now includes a new Account alert type, giving you real-time visibility into important account-level changes. These alerts help improve governance, security, and transparency across your workspace.Account Events That Trigger AlertsAccount alerts are triggered when an account is crea

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social

Sprinklr Social

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Alert Management

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What is Ads Web Analytics?

This article will cover the overview of web analytics and why should you use it in advertising, along with a brief on the different web analytics tools.OverviewWeb Analytics refers to the collection, measurement, and analysis of website data and user behavior to understand and improve website perfor

Paid Web Analytics

marketing

Web Analytics

tracking

Knowledge Base Article

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Getting Started

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Triggering rules in Outbound Calls

The Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, etc., that are implemented on messages, cases, and profiles. The Rule Engine works as an If-Then statement. If an asset (like a message or a profile) meets a specific condition that you set,

campaign management

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Voice

Knowledge Base Article

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Other Campaign Use Cases

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Assign Mandatory Message Approval

Overview If you are a Sprinklr Administrator, you may assign mandatory approval for published posts by select team members. An example use case would be if a member of your team is responsible for producing content related to a regulated industry and would require the approval of the legal team bef

video:no

cloud:core

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release:N-A

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Approval

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Workforce Management Overview

Sprinklr's Workforce Management (WFM) streamlines contact center operations and offers robust capabilities for Forecasting, Capacity Planning, Scheduling, Time Off management, and Real-time Adherence. It uses proprietary AI solutions to accurately predict forecasts, generate optimal capacity pl

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Sprinklr's Workforce Management Solution

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Use Instagram Hashtags Manager to manage your hashtags

To get your hashtags in the hashtag manager, create a Topic with a set of hashtags that you want to monitor and save your Topic & make sure fetching is turned on. Any hashtag entered in any query will appear in the hashtag manager if your Topic is active i.e. fetching is turned on for your Topic

Insights

Knowledge Base Article

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Activate Instagram Hashtags

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Create a Haptik Column

After the Haptik account is added, you will be able to pull in all your native Haptik Conversations. In the Engagement Dashboard, Sprinklr offers two Haptik column types that can be added to the dashboard. These columns differ by the message type displayed. Haptik Inbox column will include brand and

experience:space

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Haptik

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Knowledge Base Article

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Haptik

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Show Sensitive User Information

Summary:Sprinklr will only show sensitive information after confirmation from the user. Sensitive information such as Username, Email ID, User Type is displayed on the user list window in clear text. This leaves the information open to shoulder surfing type of attacks.View/Hide Sensitive Information

social

Knowledge Base Article

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Getting started

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Screen Recording Overview

Sprinklr Screen Recording enables organizations to capture both on-screen activity and agent voice interactions during customer service calls. This capability helps teams evaluate agent performance, maintain regulatory compliance, and continuously enhance service quality.Improved Training: Screen re

Knowledge Base Article

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Screen Recording

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Explore Lens in Benchmarking

In Benchmarking, you can create Explore Lenses, which are dashboard-based overlays. You can apply these Explore Lenses to a Benchmarking widget and view data from the specified widget visualized in the widgets of the applied lens. You can use an Explore Lens to gain a quick understanding of the data

Insights

Explore Lens

Explore Lens in Benchmarking

Knowledge Base Article

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Advanced Concepts

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Nominating Messages on Community to Create Articles

A community moderator can nominate a community post to be converted into a Knowledge Base article to promote collaborative knowledge building. Next, using Nominations Manager, content moderators can review/accept/decline all the community posts nominated for article conversion in a seamless manner.N

Nominated Messages

Knowledge Base

Service

Community

Knowledge Base Article

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Nominate Messages on Communities to Create Articles

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Manage Deactivated Accounts from Quick Publisher: Add, Re-Add, and Admin Notifications

Introduction You can now add new accounts, re-add or notify the admin about deactivated accounts directly from  Quick Publisher (QP). Add Account in Quick Publisher (QP) Screen  We are introducing an Add Account button to the Selected Accounts field in the QP window. Clicking this button will take y

Publishing - SES

social

Social - SES

Knowledge Base Article

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Advanced capabilities