Submodules

Capability

Sprinklr Service (Self Serve)

Sprinklr Service
(Enterprise)

Channels 

22 (List below*)

35+

Agent Console 

Customizable Layout

✗

✔

Custom widgets

✗

✔

Chatbot 

Basic Bot builder

✔

✔

Intent training assistance through Chat-GPT

✔

✔

APIs in chatbots

Roadmap

✔

Custom Trigger Conditions

✗

✔

Entity Support

✔

✔

Supported channels on WhatsApp

Roadmap

10+ Channels

Voice 

Inbound Calling

✔

✔

IVR

✔

✔

Call controls and Aftercall work

✔

✔

Standard Voice Report

✔

✔

Voice Insights

✗

✔

Basic Outbound Calling

✔

✔

Outbound Calling Campaigns

✗

✔

Voice Providers

Twilio

Twilio, Ozonetel, and Amazon

Voice Bot

✗

✔

Advanced IVR

✗

✔

AI features 

Intuition Moderation

✔

✔

Issue Detection

✔

✔

Predicted CSAT

✔

✔

Detractor Detection

✔

✔

Chatbot Intents

✔

✔

Smart Compliance

✗

✔

Smart Comprehension

✗

✔

Automation 

Ticket Creation and Ticket Updates Rules

Completely Customizable Rules with support for 10+ Rule Types for any kind of workflow

Reporting 

Reports

Out-of-the-box Reports

Completely Customizable

Customizable Widgets

✗

✔

Configurable sharing permissions

✗

✔

Custom Fields 

Ticket

✔

✔

Agent

✔

✔

Company Fields

✔

✔

Contact

✔

✔

Dependent Custom Field

✗

✔

Controlling fields with intricate sharing options

✗

✔

Routing 

Basic skill-based routing

✔

✔

Customizable skill-based routing

✗

✔

Knowledge Base and Community 

Standard Templates with Basic Branding

✔

✔

Help Center

✔

✔

Customizable Brand Guidelines

✗

✔

Multi-lingual Knowledge Base

✔[English, French, Norwegian, Spanish]

✔

Community

✗

✔

CSAT Surveys 

CSAT Survey with 3 Response Types (Emoji, Stars, Number)

Support for multiple question types which can be customized

Webhooks 

JSON, XML, or form-encoded content in HTTP requests

Customizable Webhooks

Custom Apps 

User developed apps that can be deployed onto Service Service (Self Serve).

✔
Custom integrations not supported,
but
custom apps are supported. Check details about custom app here

✔
Support for custom integration as per customer's need basis

Security and Personalization 

Custom Domain, Personalised Login Page, SSO with SAML, I/P Whitelisting

Support multiple enhancements

Integrations 

Salesforce

✔

✔

Stripe

✔

✔

JIRA

✔

✔

Slack

✔

✔

Zendesk Support

✔

✔

Freshdesk Support

✔

✔

Magneto

✔

✔

Custom integrations

✗

✔

Dynamics

✔

✔

Persona based Home Pages 

Agent

✔

✔

Supervisor

✔

✔

Admin

✔

✔

Quality Manager

✗

✔

Asset Management 

Canned Responses and Voice Messages Repository

Add assets, templates, and canned responses with approval workflows

CSAT Predictions 

✔

✔

Supervisor Console 

✔

✔

Guided Workflows 

✔

✔

Speech Analytics 

Roadmap

✔

Quality Management 

Roadmap

✔

Surveys 

✔

✔

Smart Compose 

✗

✔

Similar Cases 

✗

✔

Co-Browsing 

✗

✔

Smart Pairing 

✗

✔

Workforce Management 

✗

✔

Sandbox 

✗

✔

Submodules

Capability

Sprinklr Social
(Self Serve)

Sprinklr Social
(Enterprise)

Facebook  

Post with only Text 

✔

✔

Post with Image 

✔

✔

Facebook Carousel with CTA 

✔

✔

Facebook Live Video 

✔

✔

Facebook Reels 

✔

✔

Alt text for Images 

✔

✔

Add Targeting 

✔

✔

Add Gating  

✔

✔

Publish as Dark Post 

✔

✔

Publish as Draft Post 

✔

✔

Link Preview 

✔

✔

Branded Content Tagging 

On FB

✔

First Comment 

✔

✔

Location Tagging 

✔

✔

Hashtags Links 

Roadmap

✔

Boost Post 

✔

✔

Twitter (X) 

Tweet 

✔

✔

Thread 

✔

✔

Alt Text for Images 

✔

✔

Twitter - Video Thumbnail 

Roadmap

✔

Encoding for Videos 

✔

✔

Control Reply Visibility 

✔

✔

Enable Dark Post 

✔

✔

Enable Private Messaging 

✔

✔

Twitter Pro Media 

✔

✔

Geo Restriction  

✔

✔

Video Playback in Embedded Tweets 

✔

✔

Instagram 

Image Post 

✔

✔

Carousel 

✔

✔

Reels 

✔

✔

Story [Web]

✔

✔

Story [Mobile - Adding music, text etc.]

✔

✔

First Comment 

✔

✔

Location Tagging 

✔

✔

Public Account Tagging 

✔

✔

Instagram Grid Preview 

✔

✔

Create and manage Instagram Store sites through links in Instagram bio 

✔

✔

YouTube 

YouTube Post 

✔

✔

SRT File Upload 

✔

✔

Thumbnail 

✔

✔

YouTube - Privacy 

✔

✔

YouTube - Tags 

✔

✔

YouTube - Category 

✔

✔

YouTube - Playlist 

✔

✔

YouTube - License Attribution 

✔

✔

YouTube - Age Restriction 

✔

✔

YouTube - Allow Embedding 

✔

✔

YouTube - Sent Notification 

✔

✔

LinkedIn

LinkedIn Post (Image & Video) 

✔

✔

Targeting 

✔

✔

Link Preview 

✔

✔

Alt Text for Images 

✔

✔

TikTok

TikTok Posts 

✔

✔

TikTok - Allow Comments 

✔

✔

TikTok - Allow Duets 

✔

✔

TikTok Stories [Mobile]

✔

✔

TikTok - Allow Stitches 

✔

✔

Snapchat

Snapchat Story

✔

✔

Snapchat Spotlight

✔

✔

Spotlight - Add Locale

✔

✔

Spotlight - Allow Save to Profile

✔

✔

Generic

UTM Tracking for URLs 

✔

✔

RSS Feeds

✔

✔

Image Editor 

✔

✔

Automatically surfaces and recommends engaging hashtags to include in posts  

✗

✔

Assists content approvers with contextual guidelines for content enhancement  

✗

✔

Highlight non-compliant keyword as they are typed for faster reviewing  

✗

✔

Create unique copy for multiple channels at once  

✔

✔

Deploy multiple messages (date and time) by channel in a single publisher  

✔

✔

Schedule recurring posts  

✔

✔

Post automatically if there was a problem publishing with the API 

✔

✔

Create live content with Facebook Live video 

✔

✔

Publish content across multiple time zones  

✔

✔

Customize by Platform 

✔

✔

Draft, publish, schedule, and report on dark posts (aka unpublished posts)  

✗

✔

Active links to hashtags, pages, and at-mentions within the message posts  

✗

✔

Create and store text and image templates for publishing  

✗

✔

Kanban Dashboard to Manage publishing process (in draft, scheduled, published, waiting for approval, approved, etc.)   

✗

✔

In-line grammar and spell check across 10+ languages to avoid errors  

✗

✔

Pin Accounts 

✔

✔

Publishing Queue 

✔

✗

Approval Workflow 
(Including external approvers)

✔

✔

Shorten URL 

✔

✔

Custom Fields 

✔

✔

Smart Scheduling/ Best Time to Publish 

✔

✔

Platform Specific Scheduling 

✔

✔

Bulk Scheduling 

Roadmap

✔

Campaign Brief Preview 

✔

✔

Campaign Tagging 

✔

✔

Tags 

✔

✔

Pause All Posts 

✔

✔

Set Mandatory Campaigns 

✔

✔

Make Campaign Mandatory 

✔

✔

Account Groups 

✔

✔

Send & Duplicate 

✔

✔

Send & New 

✔

✔

Minimize Publisher 

✔

✔

Quick Publisher - Without Preview 

✔

✔

Integrations 

Bit Ly

✔

✔

Google Drive 

✔

✔

Salesforce 

Roadmap

✔

Canva

Roadmap

Roadmap

One Drive 

Roadmap

✔

Bynder 

✔

✔

Other channels

Tumblr 

✗

✔

Sina Weibo 

✗

✔

VK 

✗

✔

WeChat 

✗

✔

RenRen

✗

✔

Viber 

✗

✔

Daily Motion 

✗

✔

WordPress 

✗

✔

SlideShare 

✗

✔

Flickr 

✗

✔

Foursquare 

✗

✔

NextDoor 

✗

✔

Discourse 

✗

✔

LINE 

✗

✔

TikTok 

✔

✔

Discord 

✗

✔

Yammer 

✗

✔

Facebook Workplace 

✗

✔

Submodules

Capability

Sprinklr Social (Self Serve)

Sprinklr Social
(Enterprise)

Overall Features 

Filter Messages 

✔

✔

Organize and respond to inbound messages by channel type within a single view using monitoring dashboards  

✔

✔

Organize all inbound messages in Multiple Column Layout 

✗

✔

Search Messages 

✔

✔

Advanced Search (Boolean) 

✗

✔

Sort Messages by Date 

✔

✔

Contact 360 - Take additional actions, such as viewing profile information, with a single click  

✔

✔

Message History - Provide a view of historical, in-line messages for appropriate, contextual response  

✔

✔

Configure and customize dashboards to your preferred view 

✔

✔

Profile Notes 

✔

✔

Profile Custom Fields 

✔

✔

Message Custom Fields 

✔

✔

Bulk Actions 

✔

✔

Quick Actions/Macros 

✔

✔

Message Automations 

✔

✔

Inbox Reporting 

✔

✔

Inbox Export message details in column contents to an Excel spreadsheet 

Roadmap

✔

Inbox Insights 

Limited out of the box report

✔

Compact/Relaxed view switcher 

✔

✔

Allow your internal teams to manage editing, sharing, and visibility of dashboards/Views 

✔

✔

Share product recommendations in responses with integrated product catalogue  

Roadmap

✔

Mask new direct messages for data safety and GDPR compliance  

✗

✔

Integrate with Giphy to access a GIF repository when interacting with customers  

✗

✔

Utilizing the referral feature in Facebook Messenger to reply to customers in context  

✗

✔

Notify users via message alerts or tags to identify response status (Needs response, Response completed, Response being created)  

✗

✔

Automatically detect and flag spam  

Roadmap

✔

Detect fake accounts based on the account name, biography, and followers  

Roadmap

✔

Tag messages by status (Dark post, Hidden, Liked, Replied to, etc.) 

To Do - Can add tags based on automation

✔

Create, manage, and report on platform announcements  

✗

✔

Algorithmically assign an influencer score to social profiles  

✗

✔

Allow for tailored text classification of messages for brand customization 

✗

✔

Utilizing topic themes and theme tags to identify and route priority messages  

✗

✔

Archiving the message to remove from queue, but maintain reporting insights  

✗

✔

Incorporating chatbots to deflect inbound messages 

Roadmap

✔

Twitter Keyword based Stream 

✗

✔

Reply Box Features 

Image Attachments 

✔

✔

Video Attachments 

✔

✔

Emojis 

✔

✔

Documents Attachments 

✔

✔

GIFS 

✔

✔

Message Approvals 

✔

✔

Enable social media managers to craft responses with appropriate tone and content, minimizing the risk of publishing inappropriate responses  

✗

✔

Suggest contextual responses  

✗

✔

Product Link 

Roadmap

✔

Canned Response 

✔

✔

Surveys 

✔

✔

Generic Message Actions

Reply 

✔

✔

Internal Collaboration (Message Notes) - Accommodate collaboration between internal teams to draft a best response 

✔

✔

Mark as Complete 

✔

✔

Tag 

✔

✔

Delete (from Sprinklr) 

✔

✔

Mark as Spam 

✔

✔

Assign message to a user or team 

✔

✔

Message Translation 

✗

✔

Export Thread 

✗

✔

Email Message 

Roadmap

✔

Save Message 

Roadmap

✔

Create Task on Message 

✔

✔

Facebook Posts

Like 

✔

✔

Like from Multiple Accounts 

✔

✔

Comment 

✔

✔

Hide 

✔

✔

Facebook Comment

Like 

✔

✔

Like from Multiple Accounts 

✔

✔

Reply to Comment 

✔

✔

Delete

✔

✔

Hide

✔

✔

Facebook DM 

Reply to Message 

✔

✔

Tweet  

Like 

✔

✔

Retweet 

✔

✔

Reply

✔

✔

Hide 

✔

✔

Quote Tweet 

✔

✔

Twitter DM 

Reply 

✔

✔

Instagram Post

Comment 

✔

✔

Instagram Comment 

Delete 

✔

✔

Reply 

✔

✔

Hide Comment 

✔

✔

Instagram DM 

Like 

✔

✔

Reply to Message 

✔

✔

TikTok Comment 

Reply 

✔

✔

Like 

✔

✔

YouTube Comment 

Reject 

✔

✔

Hold for Review

✔

✔

Reply

✔ 

✔ 

Ban Author 

✔

✔

LinkedIn Comment

Reply 

✔

✔

Like 

✔

✔

Delete 

✔

✔

Like from Multiple Accounts 

✔

✔

LinkedIn Post

Like 

✔

✔

Like from Multiple Accounts 

✔

✔

Comment 

✔

✔

Delete

✔

✔

Submodules

Capability

Sprinklr Social
(Self Serve)

Sprinklr Social
(Enterprise)

Basic Reporting

Offer industry-standard, out-of-the-box dashboards  

✔

✔

Track KPIs (key performance indicators) using custom metrics  

✔

✔

Drilldown on metrics 

✔

✔

Tag outbound content to track campaign performance 

✔

✔

View cumulative data daily for insights into aggregate metrics 

✔

✔

Advanced Reporting

Merging data from multiple sources and mapping it into a single report 

✔

✔

Applying analytics to specific domains to track performance 

✗

✔

Customizing dashboard views based on user context 

✗

✔

Creating smart content dashboards to identify what content type is used in brand posts 

✔

✔

Period-over-period reporting to track and set benchmarks on performance 

✗

✔

Adding pivot table widgets to plot multiple dimensions and metrics without exporting 

✗

✔

Integrate web analytics with Instagram shoppable store 

✗

✔

Setting the previous period’s date and time to create efficient reports comparing the data values from two different time periods 

✗

✔

Identify top drivers for any metric with AI-powered Smart Insights 

✗

✔

Providing more than 20+ dynamic data visualization widgets (charts, graphs, etc.) 

✗

✔

The ability to analyse visual messaging for deeper insights, e.g., emoji detection 

✗

✔

Schedule and Export

Scheduling and on-demand exports 

✔

✔

Sharing dashboards with users/groups 

✔

✔

Scheduling reports which can be shared with non-users as well 

✔

✔

Export widgets in PPT, PDF, and Excel formats to add to business presentations 

✔

✔

Paid Reporting

Facebook

✔

✔

Instagram

✔

✔

TikTok

✔

✔

Linkedin

✔

✔

Twitter/ X

✗

✔

Submodules

Capability

Sprinklr Social
(Self Serve)

Sprinklr Social
(Enterprise)

Overall

Topic Creation 

✔

✔

Topic Reports 

✔

✔

Keyword List 

✗

✔

Listening Templates 

✗

✔

Influencers 

✗

✔

Quick Search 

✔

✔

Alerts 

✔

✔

Deep Insights - Network Clustering 

✔

✔

Smart Trends 

✔

✔

Topic Sources

Facebook 

✔

✔

Instagram 

✔

✔

Twitter 

✔

✔

YouTube 

Roadmap

✔

Reddit 

✔

✔

Quora 

✔

✔

LinkedIn 

✗

✗

Glassdoor

✔

✔

Apple App store

✔

✔

Google Play store

✔

✔

Tripadvisor

✔

✔

Google reviews

✔

✔

Web/News 

✔

✔

Topic Setup

Boolean Keyword Query 

✔

✔

Themes 

✔

✔

Advanced Query Builder

✔

✔

AI+ in Query Builder

✔

✔

Preview Query Data 

✔

✔

Language Filters 

✔

✔

Location Filter 

✔

✔

Unlimited Mentions 

✔

✔

Twitter Specific Filters 

✔

✔

Save as a Stream in Inbox 

✔

✔

Topic Reports

Performance Metrics 

✔

✔

Conversations 

✔

✔

Authors 

✔

✔

Messages 

✔

✔

Themes 

✔

✔

Engage with Conversations 

✔

✔

Filtering 

✔

✔

Benchmarking 

Creating a Brand 

✔

✔

Custom Dashboards 

✗

✔

Standard Dashboards 

✔

✔

Insights 

Product Insights 

✗

✔

Visual Insights 

✗

✔

Smart Theme Explorer 

✗

✔

Location Insights 

✗

✔

Audience Insights 

✗

✔

Media Insights 

✗

✔

Smart Trends 

✔

✔

Value Realization 

✗

✔

Custom

Listening Dashboards 

✗

✔

Benchmarking Dashboards 

✗

✔

Settings

Products 

✗

✔

Locations 

✗

✔

AI Studio 

✗

✔

Distribute 

Display 

✗

✔

Presentations 

✗

✔

Exports 

✔

✔

Alerts

Listening Smart Alerts Dashboard 

✔

✔

Benchmarking Smart Alerts Dashboard 

✗

✔

Submodules

Capability

Sprinklr Social (Self Serve)

Sprinklr Social
(Enterprise)

Overall

Bulk Upload  

✔

✔

Drag and Drop Support  

✔

✔

Export assets in PDF format  

✗

✔

Produce a public URL of folders for external sharing and teamwork  

✗

✔

Create folders to segment and organize asset library.

Create shareable subfolders with everyone

✔

✔

Upload and use custom fonts that can be used to overlay text/copy on images  

✗

✔

Apply bulk actions and initiate workflows on multiple assets  

✔

✔

Background Upload 

✔

✔

Support communication streams directly on assets with notes, tags, etc.  

✗

✔

Upload and use custom fonts that can be used to overlay text/copy on images  

✗

✔

Support 10+ asset types with all industry standard formats (JPEG, PNG, GIF, etc.)  

✗

✔

Text Asset 

✔

✔

Video Asset 

✔

✔

Image Asset 

✔

✔

GIF Asset 

✔

✔

Background Upload 

✔

✔

Asset Approval Workflow - Set approval workflows for asset use and publishing  

✔

✔

Include annotations for image and video assets 

✗

✔

Nested Folders - Create and delete subfolders or mood boards dedicated to themes, campaigns, or teams  

✔

✔

List View 

✔

✔

Create and share public boards internally and externally  

✗

✔

Dynamic Asset Views - Boards 

✔

✔

Asset Search - Search asset manager by keywords that surface relevant content  

✔

✔

Set asset restrictions to prevent overuse or premature publishing  

✗

✔

Access in-depth asset performance analytics by channel  

✗

✔

Create out-of-the-box dashboards to track asset adoption and performance  

✗

✔

Favourites 

✔

✔

Control visibility of confidential assets  

✔

✔

Tag content to track performance and stay organized 

✔

✔

Image Editor - Edit assets while creating a post for channel compliance and best performance  

✔

✔

Customizable Asset Cards 

✔

✔

Filters - Quickly filter asset library by multiple filters (date created, date modified, publish count, total engagement, etc.)  

✔

✔

Publisher Uploaded Asset Save 

✔

✔

Sharing - Folders & Assets 

✔

✔

AI 

Enhance asset repurposing by suggesting high-performing assets  

✗

✔

Keyword detection in image and video media  

✗

✔

Discover similar assets  

✗

✔

Categorize assets based on AI tags  

✗

✔

Auto naming convention of assets  

✗

✔

Asset 

Asset - Fields  

✔

✔

Asset - Insights 

✔

✔

Asset - Collaboration 

✔

✔

Asset - Versioning - Associate asset versions (channel-specific, translated for localization, dimensions, etc.) for organization and comprehensive performance metrics  

✔

✔

Asset - Tasks 

✔

✔

Asset - Associated Posts 

✔

✔

Submodules

Capability

Sprinklr Social
(Self Serve)

Sprinklr Social
(Enterprise)

Platforms 

Facebook 

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Twitter 

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Instagram 

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LinkedIn 

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YouTube 

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TikTok 

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Pinterest 

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Google My Business 

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TripAdvisor Reviews 

Roadmap

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Glassdoor 

Roadmap

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Yelp 

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Google Play 

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Apple App Store 

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TrustPilot 

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Google Analytics 

Roadmap

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Global Governance

Users 

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Teams 

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Account Groups 

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Tags 

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Custom Fields 

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Workspaces 

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Marketplace/Integrations 

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Custom Apps 

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Custom Roles 

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Profile Details 

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Security 

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Billing 

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Notification Preferences 

Roadmap

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Link Sharing 

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Marketing and Research

Publisher Settings 

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Quick Actions 

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Automations 

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Approval Workflows 

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Publishing Queues 

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Business Hours (For reporting) 

Basic

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CSAT Surveys 

CSAT Survey with 3 Response Types (Emoji, Stars, Number)

Support for multiple question types which can be customized.

Inbox Settings 

Basic

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Canned Responses 

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VIP lists 

Roadmap

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Scheduled Delivery 

Roadmap

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Listening Sentiment Rules 

Roadmap

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URL Tracking 

Roadmap

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Mobile app 

Roadmap

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