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Filter Articles by Custom Fields

You can create custom fields for tagging knowledge base articles, and subsequently employ these custom fields to filter articles within the builder interface. This feature enhances the organization and accessibility of your articles, allowing for more efficient content management and retrieval.Creat

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Custom Fields Tagging

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LINE Welcome Messages

LINE Welcome Messages in Direct Messages make it easier for businesses to define the customer experience from the start, without requiring any manual action at all. Welcome Messages are sent to users when they begin a Direct Message conversation with your LINE account and can be used to let customer

Knowledge Base Article

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Add a LINE Account

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Facebook Ad Specs & Publishing Error Messages

You may get some common error messages while publishing your Ad Campaigns from Sprinklr. This may be due to your assigned permissions in Sprinklr or on native and can vary between different types of issues. In this article, you will learn about the error messages you may get along with actions to re

Knowledge Base Article

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Troubleshooting & FAQs

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Reference Guide for Sprinklr Social

IntroductionSprinklr Social is the platform of choice for organizations looking to manage social media across multiple brands, teams and geographies. Getting StartedLearn to set-up your social accounts and start engaging with customers.​OverviewArticleDescriptionQuick Start Guide Speedup with essent

Social - SES

Reference Guides for Social - SES

Knowledge Base Article

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Reference Guide for Sprinklr Social

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Create a Text Template

In asset manager, you can save frequently used messaging for published messages or replies in text template. You can also mark them as canned responses to deliver a faster & consistent response to customers. This article helps you with the steps to create a text template.Steps to create a text t

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Create a Text Template

text template

Text Template in Asset Manager

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Manage assets

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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

Knowledge Base Article

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Sprinklr Service Glossary

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Create A Column For Instagram Posts

This article tells you how to create an Engagement Column containing brand posts/ fan posts of an Instagram Account.StepsClick on the New Tab icon in Sprinklr. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.In the Engagement Dashboard, click Add Column in the top right corn

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Create an Instagram Column in Engagement Dashboard

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Create a column for Instagram Comments

You can view all the brand and fan comments on your instagram posts using the engagement columns. Here we list out the steps on how to create such columns.StepsClick on the New Tab icon in Sprinklr. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.In the Engagement Dashboard,

Knowledge Base Article

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Create an Instagram Column in Engagement Dashboard

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Create a Column For Instagram Story Mentions using Rule Engine

You can view the story mentions from fans on your Instagram account using the rule engine. Here we list out the steps on how to create such columns.​StepsClick the New Tab icon . Under the Sprinklr Social tab, click Manage Rules within Triage.In the top-right corner of the Rule Engine window, click

Knowledge Base Article

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Create an Instagram Column in Engagement Dashboard

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Detect copyright violations while publishing videos

While uploading a video on Instagram (Reel, Carousel video or Story), you can detect if that video is copyrighted or not. This capability helps you abstain from copyright infringement or plagiarism.Note: This capability is only supported for Instagram channel.Steps to Check Copyright Issues While Pu

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Other Publishing Capabilities

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Integrate Customer-Facing Guided Workflows on Community

Guided Workflows for customer self-service is a feature that enables you to create and implement interactive step-by-step workflows on your Sprinklr community platform. These workflows serve as a digital self-service solution, empowering customers to find answers and solutions to their queries indep

Knowledge Base Article

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Guided Workflows on Sprinklr Community

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How to Gather Language from Customer

As the name suggests, this node decides the language in which the IVR will continue based on user input.   ​Components Node name and Content Box work in a similar way in all nodes. Other major components are:  Always ask language checkbox: If a user calls multiple times on the IVR, a default languag

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Setup Brand Communication and Take Customer Input

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How to Deflect the Customer From IVR to Other Channels

This node is used to change the communication channel with the customer. Deflection is possible for 4 channels - SMS, Email, Whatsapp and Live Chat.  Use cases Customer came through IVR i.e. voice but due to high wait time, he prefers to chat with the agent on Whatsapp.   ​​Components Deflection typ

Knowledge Base Article

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Setup Brand Communication and Take Customer Input

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Reporting on Smart Responses

You can view reports on Smart Responses predicted and used by the agents by creating widgets using ​​Smart Response​​ ​​Dimensions and Metrics​​.​​To know more about the dimensions and metrics of the Smart Response model, see the table below.​​Dimension​​Description​​Smart Response Text​​Text displa

Knowledge Base Article

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Smart Responses

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Response Compliance​ Reporting

In Agent Assist, you have the ability to create a reporting widget that allows you to track and analyze response compliance. By configuring the widget, you can plot different metrics and dimensions to gain insights into the compliance of outbound messages. This includes monitoring if any flags were

Knowledge Base Article

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Response Compliance

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Location Customization for Facebook Assets

While creating a new creative for your Facebook campaign, you can customize your ad creatives for different geo locations by enabling Location Asset Customization (LocAC). It will allow you to customize creatives based on a user's geography. This capability is very similar to Language Customiza

Knowledge Base Article

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Facebook Ad Formats

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Govern Sprinklr Live chat Visibility from Salesforce

The Challenge ​Sprinklr Live chat is the capability that allows end customers to interact with brands via a messaging interface in real-time. Sprinklr Live chat is often deployed on websites and hence is called Website chat. However, its usage is not limited to websites, it can be installed on mobil

Knowledge Base Article

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Overview

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Alerts

Email alerts for webhook failure Sprinklr Salesforce Integration provides the capability to set up email alerts on the failure of operations on the Salesforce side triggered from the Sprinklr side, such as Case creation and Case update failures from the Salesforce App in Sprinklr Marketplace.  Steps

Knowledge Base Article

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Troubleshooting and FAQs

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How to make clean IVRs

Call Another Flow NodeOften certain subflows are frequently required in many IVRs. For example - if multiple IVRs are configured in such a way that all require some standard inputs like language, phone number etc every time. In such cases it is most convenient to make a seperate IVR for these repeti

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How to Setup Business Logic

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How to Prioritise certain customer calls?

For some brands, it’s a requirement that the IVR favors some customers more than others. If two customers with two different issues - one critical and the other minor are waiting in the queue then the customer with critical issues should be given priority. This node helps in assigning priority to di

Knowledge Base Article

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How to Setup Business Logic