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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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Journey Level Reporting IVR, Voice Bot and Chatbot

To provide accurate, comprehensive reporting at the journey level for IVR, voicebot, and chatbot flows, the system captures each unique journey a customer takes within a call (case). It supports custom journey definitions, tracks call progression through each journey, and records snapshot values for

Service

Knowledge Base Article

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Journey Level Reporting (IVR, Voice Bot, Chatbot)

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TikTok Business API Capabilities and Limitations in Sprinklr Distributed

In this article, we will cover the API capabilities and limitations of TikTok Business as a channel in Sprinklr.​Enablement note: To learn more about getting this capability enabled in your environment, please work with your Success Manager.Engagement capabilities The table below specifies if the me

social

Social - SES

DST - SES

Knowledge Base Article

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Channel Limitations (Distributed)

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Launch Live Chat Application

After you install and setup Live Chat messenger, the next step is to define how the messenger is launched and displayed. Present Messenger View The messenger view can be displayed using any of the UI controls such as Floating Action Button (FAB), Messenger Icon, Tab Bar Icon according to your applic

Service

Knowledge Base Article

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Launch Live Chat

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Create Listening dashboard widgets to visualize data in real-time

Learn how to create Listening Dashboard Widgets in Sprinklr Insights to visualize data for multiple metrics in real-time.Listening Dashboard Widgets are customizable widgets that you can add to a Listening Dashboard to visualize data. They allow you to engage with relevant data sets and help you lis

Listening Widget

Insights

Difference Between Standard and Custom Dashboards

Create Listening Dashboard Widget

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Knowledge Base Article

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Listening Dashboards

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Styling Survey

Survey styling enables you to tailor the appearance of your surveys to align with your brand and improve the experience for respondents. By adjusting colors, fonts, button styles, and other elements, you can design attractive surveys that boost engagement and completion rates.Business Use CasesMaint

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Survey Styling

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Ads Dashboard Navigation & Actions Available

Dashboard ActionsOn the Ads Reporting Dashboard window, hover over the Options icon  in the top right corner of the dashboard. Dashboard Header ActionsBefore Entering Edit ModeAfter Entering Edit Mode​Dashboard Actions — Field Descriptions#Header ActionDescrip

marketing

Knowledge Base Article

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Dashboard

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Smart Approvals

Smart Approvals assists campaign managers while approving the content. While engaging with customers, users can publish posts via approval paths through Sprinklr AI. Smart Approval helps brands avoid the risk of inappropriate content getting approved. It generates flags to approve with respect to co

Publishing - SES

Smart Approval

Smart Approvals

social

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Knowledge Base Article

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Leverage AI in publishing

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Global and Workspace Users

User types in the Sprinklr Platform are divided into four levels, shown below from the highest level of access to the lowest level of access.Note: Workspace-level roles override Global-level roles.Global AdminGlobal UserWorkspace AdminWorkspace UserGlobal Admin Global Admin CapabilitiesGlobal Admin

social

Knowledge Base Article

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Advanced Capabilities

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Custom Drill-down and Touchscreen Capabilities

Custom drill-down and touchscreen features in Displays and presentations will enhance the interactivity with Display widgets, enabling you to create tailored drill-down touchscreen experiences on the go. You can independently set up persona-specific drill-downs for various metrics and dimensions in

Display - SES

social

Social - SES

Knowledge Base Article

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Display

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WhatsApp Account Green Tick Badge

The WhatsApp Green Tick badge is an official Green Checkmark that WhatsApp offers to demonstrate the Brand’s legitimacy and reliability. It’s an indication from WhatsApp that the company trusts the name. Green Tick-equipped accounts are referred to as official WhatsApp Verified Accounts.​If your Wha

Service

Knowledge Base Article

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Green Badge

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Using a Custom "From" address

Email Marketing Accounts enables you to dispatch bulk, branded survey emails from Customer Feedback Management, utilizing a verified brand-owned domain. It offers both real-time and scheduled sending options, along with customizable sender information.You can refer to the Email Survey Distribution a

Insights

Knowledge Base Article

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Email Distribution

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Pre-upload Media for Publishing at Exact Schedule

In this article we will cover the details regarding the feature to pre-upload media while publishing a post in Sprinklr.​The capability to pre-upload media on Sprinklr helps you make sure that the post is published exactly as scheduled. While creating posts for various channels, if you select pre-up

Publishing - SES

social

Social - SES

Pre-upload Content

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Knowledge Base Article

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Advanced capabilities

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Snapchat Capabilities and Limitations

In this article, we will cover the capabilities and limitations of Snapchat within the Sprinklr platform.Publishing CapabilitiesCapabilitiesSprinklr Supported (Business Profile)NotesPublish StoryYesThis feature is available for all clients.Publish SpotlightYesThis feature is available for all client

social

Knowledge Base Article

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Snapchat Business

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Identify Messages Originating from Facebook Messenger in Rule Engine

Rule Engine supports identifying the source of message coming from Facebook Messenger chat plugin embedded on your website, Facebook mobile, or native Facebook channel. You can create a condition based on source of a message and then configure an action based on that condition. So messages can be ea

Service

Knowledge Base Article

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Facebook Messenger Overview

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Troubleshooting Citrix Media Offloading Setup Failures

This article provides information on some of the common Citrix Media Offloading setup issues and fixes:Failed to connect to Citrix HDX Websocket ServiceEnsure you are running Sprinklr within a Citrix VDI environment.Check if your current browser is whitelisted to connect with CtxHdxWebSocketService.

Sprinklr Service

New Article

Service

26.1.1

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Knowledge Base Article

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Citrix Media Redirection for Voice Calls

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Customize Grouped Queues Dashboard Using Record Manager

The Supervisor Console enables monitoring of grouped work queues, organized by predefined criteria such as department, date, or user group. You can configure and manage the Grouped Queues Monitoring dashboard through the Record Managers screen within Supervisor Settings.This screen allows you to cre

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Grouped Queues Monitoring

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IVR Flow Reporting

Sprinklr IVR Flow Reporting provides comprehensive insights into how customers interact with the IVR system. Businesses can identify inefficiencies, optimize workflows, and enhance customer experiences by analyzing call data at a node level. This reporting enables businesses to:Identify IVR nodes wi

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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IVR Reporting

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Sprinklr Insights: 26.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.4 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.Data Sources and ChannelsU

Knowledge Base Article

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26.4 Release (27th Mar '26 Onwards)

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Get familiar with all Listening Use-case dashboards and their objectives

In this article, you will learn about the various Use-case dashboards available in Social Listening and what their objectives are so you can choose the right dashboard that suits your business requirements.In addition to the standard Listening dashboards , Social Listening comes with various pre-add

Know your Audience Dashboard

Insights

Customer Experience Insights Dashboard

Use Case Dashboards

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Knowledge Base Article

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Listening Dashboards