‎Add your YouTube account to Sprinklr Self-serve to manage customer’s queries on your brand’s YouTube page

Add your YouTube account to Sprinklr Self-serve to manage customer’s queries on your brand’s YouTube page

Updated

10 months ago

Identify, reply, and engage with customers on your business YouTube channel and provide resolution to their queries on the go.

Adding your YouTube account to Sprinklr Self-serve lets you manage and provide a complete resolution to the customer concerns received on your business YouTube channel’s comment section. Sprinklr Self-serve helps you automatically convert all the relevant comments with different ticket creation rules into tickets and provide instant resolution via Care Console.

For example, suppose you wish to convert only those messages into tickets that are related to technical issues. In that case, you can set the keyword condition to track and convert those messages into tickets.

To add a YouTube account in Sprinklr Self-serve

Log into Sprinklr Self-serve as Admin. Click the Settings icon on the left Navigation Bar.
On the Settings window, select YouTube under Social & Reviews.
Click Add YouTube Account in the top right corner of the YouTube window.
You will be redirected to the Login page, where you will need to provide your YouTube login credentials and click Login.
Once you have added the account, you need to approve permission to fetch data and let Sprinklr take action.
Once added, you will be redirected to the YouTube window in Sprinklr Self-serve. Here, you will be required to set ticket creation rules for upcoming tickets.
Hover over the Vertical Ellipsis icon alongside the added YouTube Account and click Edit.
On the Set Ticket Creation Rules window, configure your ticket creation rules. For more information, see configure ticket creation rules.
Once done, click Save in the bottom right corner.

To configure ticket creation rules

Convert YouTube comments and replies into Tickets

Rules	Description
All Comments and Replies	Converts any comments initiated by any viewer on your channel into tickets. You can reply to these tickets directly from the portal, and they will reach the commenter as replies.
All Engageable Comments and Replies	Converts only engageable comments and replies identified by Sprinklr AI into tickets. Sprinklr employs the industry’s most Self-serve AI and machine learning to pull engageable comments out of the noise and convert them into tickets.
Filtered Comments and Replies	Allows you to set conditions to define the rules to segregate the tickets. For example, if you wish to convert only those comments into tickets with the keyword “Help” in them, you can set the “Keyword” condition, i.e., Keyword contains Help.
Ticket Threading Interval	Helps you thread multiple comments received from the same customer within a particular time frame into one ticket. For example, if you set the interval to 24 hours, the ticket threading option will merge the same customer’s comments within 24 hours into a single ticket.

Type of Ticket	Description
Sentiment	Choose a sentiment such as positive, negative, or neutral.
Keyword	Enter the desired keyword.

To manage YouTube Tickets via Care Console

On the Sprinklr Self-serve Home window, click the Tickets icon on the left Navigation Bar.
Select the desired YouTube ticket from the Ticket Stream.
Navigate to the Reply Editor to start a conversation with your customer.

To deactivate a YouTube account

On the YouTube window, hover over the Vertical Ellipsis icon alongside the desired YouTube account and select Deactivate to deactivate the Youtube account completely.

To delete an existing YouTube account

Hover over the Vertical Ellipsis icon alongside the desired YouTube account and click Delete.
Click Delete on the Delete YouTube Account confirmation pop-up window.

Support Channels

Sprinklr Self-Serve Help Center