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Wrong Live Chat App Visible

This happens because of the following reasons:Wrong embedded code is usedPlease make sure the correct appId is present in the embedded code on the website.On the website, do Right Click → Inspect → Console Tab → Search for sprChatSettings Please make sure the correct AppId and Environment are presen

Knowledge Base Article

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Troubleshooting

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User Journey

During customer interaction on a social media channel, the agent becomes aware that they need to obtain sensitive information from the customer. The agent can send a unique link to the customer through the social media channel. Upon clicking the link, the customer is redirected to a Live Chat window

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User/Agent Journey

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Create and Publish Emails via Quick Publisher

Sprinklr Quick Publisher allows users to quickly create and send emails without having to navigate through the platform, you can send an email to multiple recipients defined in To, CC, and BCC fields. When the recipients reply, their reply will be sent to other recipients too and will get associated

Knowledge Base Article

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Outbound Email

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Enabling the Debug Log in Care Console

Before you BeginEnsure that you have enabled the correct permissions for the Care Console Manager.Follow the steps mentioned in this article to navigate to the Care Console ManagerSetting the Record Manager Layout with the Debug LogClone the Default Layout.Add the Debug Log as a widget and save the

Knowledge Base Article

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Testing Bot Workflows

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Ads Restricted Metrics Roles & Permissions

To Enable Restricted Metrics PermissionClick the New Tab icon . Under Governance Console, click All Settings within Platform Setup.On the Platform Settings window, select Workspace Roles within Manage Workspace.In the top-right corner of the Workspace Roles window, click Create Role.On the Add Role 

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Create & Manage

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How to Create Ads Restricted Metrics

To Create Restricted Metrics in Ads ReportingClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Reporting within Analyze.On the Ads Reporting Home, click the Options icon in the top-right corner and select Restricted Metrics. 3. If you are on a Ads Reporting Dashboard

Knowledge Base Article

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Create & Manage

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How to Apply Volumatic Ads Benchmarks in Ads Composer

To Tag an Advertising Campaign via Ads ComposerClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Composer within Execute.On the Create an Ad Campaign window, select an ad account.Enter/select the details of the campaign. For more information, see About the Ads Compos

Knowledge Base Article

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Tag Campaigns with Advertising Benchmarks

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What are Ads Restricted Metrics?

In Ads Reporting, administrators can give users or user groups access to only see data points related to clicks and impressions, but not see data related to specific metrics like Spend, CPM, Total Spend, etc. This separation of data is very important to large clients who do not want certain users to

Knowledge Base Article

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What's Restricted Metric

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How to Apply Volumatic Ads Benchmarks using Ads Macros

To Tag via MacrosClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Manager within Analyze.On the Ads Manager window, select the desired Campaign(s) or Ad(s) you want to tag a benchmark to and click Macros from the bottom Edit panel. Click Build New Macro.​​3. On the 

Knowledge Base Article

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Tag Campaigns with Advertising Benchmarks

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How to View a Custom Field's Activity (Changelog)

To view Custom Field ActivityClick the New Tab icon and go to All Settings. Under Manage Workspace, click on Custom Fields.On the Custom Fields window, hover over to the Options icon alongside the Custom Field for which you want to edit the details and click on Activity.​The Activity pane will open

Knowledge Base Article

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Create & Manage

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How to Approve Intent Model Feedback?

​Steps to Approve Intent Model FeedbackOpen the Conversational AI Persona App and go to "Test". Click Message Validation OR Intent Test Projects.In the "Message Validated" window, a user will be able to view all validated phrases along with their expected intent.​Click the Eye ic

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AI/NLP Testing

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What user level preferences are available in the care console?

User preference refers to the features that can be hidden or shown according to the ease of working of agents. The user can click on the ellipsis icon, and we can see the features of ‘Hide Notes’, ‘Hide Activities’ and ‘Hide Transcripts’ (in case of voice cases) in the reply box. This helps users to

Knowledge Base Article

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Troubleshooting and FAQs

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How to show brand account details upfront in a fan message in conversation?

When messages sent to multiple brand accounts are there in one case and the agents also have access to the multiple brand accounts and they want to see the brand handle to which the message was sent upfront in the conversation so that they can reply using the same brand handle so they can view the b

Knowledge Base Article

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Troubleshoot & FAQs

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How to Apply Volumatic Ads Benchmarks in Ads Manager

Tagging a Paid Initiative with an Advertising Benchmark allows you to assess its performance accurately by comparing your metrics with the benchmark. Benchmarks can be tagged either on the Paid Initiative or Ad Variant level. Depending on your use case will determine the level you should tag. If mor

Knowledge Base Article

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Tag Campaigns with Advertising Benchmarks

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How to Apply Cost & Rate Ads Benchmarks via Paid Rules

To Apply Benchmarking via Rule EngineYou can configure a Paid Rule or Paid Pre Publishing Rule as per your use case to apply the Cost and Rate Benchmarks.Click the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Manage Rules within Optimize.Click Create New Rule in the top right

Knowledge Base Article

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Apply Cost & Rate Benchmarks

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How to Export Volumatic Ads Benchmarks

To Export Ads BenchmarksClick the New Tab icon . Under the Sprinklr Marketing (Ads) tab and select Ads Benchmarks within Analyze.On the Ads Benchmark window, select the benchmarks you want to export by checking the box alongside each benchmark.Click 

Knowledge Base Article

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Managing a Benchmark

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Video Call Quality Management

OverviewThe feature introduces enhanced value to video calls between agents and customers by extracting valuable insights. When engaged in video calls, a transcript gets generated. This transcript is then analyzed by an AI model, yielding valuable insights that can be utilized by agents. Video calls

Sprinklr Live Chat

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Additional Features

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Importing Stats Files Manually

SUMMARYThis article covers how to manually import files in stats import after a template has been created..Import stats using Manual ImportClick the New Tab icon. Under the Sprinklr Marketing - Advertising tab, click Tools and Settings within Plan.On the Ads Settings window, select Stats Imports wit

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Setting Up Stats Import

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Snapchat Ads Optimisation Window

Choose the conversion window for your ads to see when maximum of your ad viewers are influenced.​​Enablement Note: The use of this capability requires that Sprinklr Advertising be enabled in your environment. To learn more about it, please work with your Success Manager.​Snapchat's optimisation

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Advanced Snapchat Capabilities

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Create X Flexible Audience

X Flexible audiences allow you to build and save audience combinations based on existing tailored audiences or subsets of existing tailored audiences. You can target members of a subset of tailored audiences based on the recency and frequency of interaction.In Sprinklr Audience Manager, you can incl

Knowledge Base Article

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Twitter Advanced Capabilities