Sprinklr Self-Serve: Release Notes (16th March 2022- 2nd May 2022)

Sprinklr Selfserve's latest release offers many exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr Selfserve's latest platform enhancements below!

🤖 Chat Bots

📁 Intents | Ability to Upload Intents in Bulk

You can now add Intents in Bulk using CSV or XLSX file formats for your Chat Bot. This functionality will help you save time and effort by creating multiple intents in a single go and uploading them instantly.

📚 Chat Bots | Support for Chat Bot Version History

We have now added a Chat Bot Version History functionality in Sprinklr Selfserve. This functionality lets you view your previous bot versions and the Live versions upfront. You can restore and review your chat bot versions at any time. It also enables you to grab that bot workflow you regret deleting or restore your bot to a previous version.

☊ Chat Bots | Go to Node Chat Bot Rules

While creating a Chat Bot rule in Sprinklr Selfserve, you can now use Go to Node rule. This capability creates a loop with the previous conversation and redirects customers to that specific conversation point, hence, saving your time and minimizing the efforts of re-creating a flow again and again.

📑 Chat Bot | Support to Add Custom Forms

Custom Form is a type of form that helps you collect customer data using Chat Bot. You can create and integrate a Custom Form on Chat Bot to collect important customer details upfront and eliminate the need of manually asking the details.

🤗 Self-Serve

💪 Self-Serve | Added Assign to Myself Option for Bot Conversations

You can now hand over a bot conversation to an agent anytime during the conversation with the Assign to Myself option in Self-Serve. Once enabled, this option allows agents to attend to the customer in the middle of a bot conversation. With the help of this capability, you can manage unhappy customers or VIP customers more diligently and manage your CSAT scores.

🎫 Self-Serve | Option to Delete Unwanted Tickets

In Self-Serve, you can now use the Delete Tickets option to remove unwanted messages from your ticket stream and help increase your agent's efficiency. This way, agents can focus more on important tickets and their resolutions. Once deleted, the tickets move to Deleted Ticket view, where you can restore them if required.

📩 Self-Serve | Option to Mark Tickets and Contacts as Spam

You can now mark Tickets containing malicious attachments or messages that may compromise your data and damage your system as Spam along with the Contacts who send such messages. When you mark a contact as spam, all the further communications from that contact will be blocked and your ticket stream will be free of unwanted contacts and junk messages.

💬 Self-Serve | Ability to Hide Facebook Comments, Posts, and Replies

You can now Hide/Unhide customers’ Facebook Comments, Posts, and Replies via Self-Serve and avoid any potential fallout. Once hidden, the comments, posts, or replies will only be visible to customers.

🔩 Settings

🏃 Quick Actions | Added Assign to Current Agent Action

You can now use Assign to Current Agent action while using Quick Action in Sprinklr Selfserve. It will instantly assign the current ticket to the agent taking action on that ticket and also execute any associated actions.

👀 Views | Condition to Filter Private and Public Messages

You can now use the Message Type condition to filter Public and Private messages in Sprinklr Selfserve View. This condition will help you easily separate and handle tickets created on public or private messages to curate your brand responses as per the needs.

📊 Reports

🔍 Reports | Additional Filtering Options

We have now added the following filtering options in Reports to provide you with a more robust Sprinklr Selfserve Reporting experience:

• Platforms

• Accounts

• Teams

• Agents

• Supervisors

• Tags

• Ticket Type

• Priority

• Product Type

• Sentiment

• Your Created Ticket Fields

⏰ Reports | Ability to Use Timezone in Time Range Filter

You can now use a specific Timezone while using the Time Range filter in Reports. This will help you perform on-point reporting and make more informed, evidence-based decisions.

🙏 Integrations

➕ Integrations | Freshdesk Integration to Sprinklr

We have now integrated Freshdesk to Sprinklr Selfserve. It will help you quickly create Freshdesk tickets for any conversations you’ve had with customers, or talk to your Freshdesk team without leaving Sprinklr by posting a private comment. With the Freshdesk app, you can also link your conversations to Freshdesk tickets and view these tickets right next to your tickets in Sprinklr. In addition, you get live updates in Sprinklr when the status of any ticket changes or someone leaves a comment in Freshdesk.

➕ Integrations | JIRA Integration with Sprinklr

We have now integrated JIRA with Sprinklr Selfserve to help you bring JIRA issues to your Sprinklr inbox and enable you to set up a seamless two-way workflow from chatting with a customer to creating and processing JIRA issues. With the help of this integration, you will be able to:

• Communicate with your JIRA team without leaving Sprinklr by posting an issue comment. 

• Use the JIRA companion app to link conversations to JIRA issues, which will appear next to your conversations in Sprinklr. 

• Receive live updates in Sprinklr when the status of an issue changes or someone posts a comment in JIRA.

➕ Sprinklr Marketplace | Ability to Migrate Zendesk Data to Sprinklr Selfserve

You can now import your Zendesk contacts, knowledge base, and tickets to Sprinklr Selfserve in just a few simple steps and manage them efficiently from one place.

➕ Sprinklr Marketplace | Support to Integrate Zendesk

You can now integrate Zendesk, a CRM company that builds software designed to improve customer relationships, into Sprinklr Selfserve. With this integration, you can:

• Communicate with your Zendesk team without leaving Sprinklr by posting private notes. 

• Create or link Zendesk tickets for your customer conversation in just a few steps.

• Get live updates in Sprinklr when the status of the ticket changes or someone leaves a comment in Zendesk.

  

🔗 Channel

📩 Email | Connect Your Existing Email Address using O-Auth

We have now enabled O-Auth which leverages Google API Services. With the help of this functionality, you can add your google support accounts in Sprinklr with a few simple steps.

📞 Voice | Support for Outbound Voice Calls

You can now make Outbound Voice Calls to customers via Self-Serve and let them know that you value their feedback. You can also use functionalities such as Warm Transfer or Blind Transfer to assign calls to specific agents or any available agents respectively.