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Articles

(74)
SA
Understanding Interactive Voice Response (IVR)

How IVR can help Contact Centers to route customers to the right agents who have the relevant skillset, improving CSAT and faster resolution speed.An Interactive Voice Response (IVR) is an automated routing system that helps connect contacts to the right agent faster by giving them options to choose

Articles

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Voice

SA
Voice Message in Voice Flows on Sprinklr Advanced

Learn how to add a Voice message on Sprinklr with Text/Record/Upload options to reach out to potential customers and have a seamless user experience.Voice Messages are audio clips that you can use across your call flows (IVRs and Call Queues) to play out messages like welcome greetings, menu items,

Default Voice Messages

Clone Existing Voice Messages

Create New Voice Messages from Upload Option

Create New Voice Messages from Text to Speech

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Articles

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Voice

SA
Using Voice account to connect with customers from a unified platform

Learn how you can leverage your Voice account and manage multiple contact numbers to reach out to potential customers.Voice accounts are phone numbers that you purchase to integrate with your Voice & IVR flows so that your contacts can reach out to you. You can either buy a new phone number or a

Buy a Phone Number

Configure a Routing Flow to a Number

Add an Existing Phone Number

Add an Existing Number

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Articles

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Voice

SA
Understanding After Call Work

Understand what After-Call Work is, its types, and how to create a new After-Call Work on Sprinklr to recall the customer conversation by referring to notes, forms, and reports smoothly.The list of tasks performed by the agent right after the interaction with a customer is After Call Work (ACW). Th

Types of After Call Work

Edit an Existing After Call Work

Delete an Existing After Call Work

Clone an Existing After Call Work

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Articles

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Voice

SA
Slack Bi-directional sync on Sprinklr Advanced

Understand how you can add private notes on Slack and Sprinklr tickets by installing the Slack Channel on Sprinklr.Enabling Bi-directional sync after adding the Slack channel will allow you to add private notes from the slack thread. All the replies to the Slack thread or the notifications that are

slack

slack bi-directional

Additional Care Console Actions

Articles

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Support Platforms

SA
Custom Apps in Sprinklr Advanced

With Sprinklr Service, you can create your own Custom Apps and integrate them to customize your Sprinklr Service Workspace.What are Custom Apps?Custom Applications in Sprinklr Service is a functionality that enables you to configure and integrate your own applications right next to the Care Console.

Sprinklr Advabced

Custom Apps

Articles

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Care Operations

SA
Download Ticket Transcript in Sprinklr Advanced

Learn how to download transcripts in a single ticket on Sprinklr Service.You can now download a single ticket as a transcript on the Sprinklr Service by clicking the Download Transcript icon in the conversation pane.To download the ticket transcriptGo to the Ticket section of Sprinklr Service and ch

Single Ticket Transcript

Download transcript

Additional Care Console Actions

Articles

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Care Operations

SA
Understanding ChatBot Intents

Understand what is Chatbot Intents and how they can play a pivotal role in understanding the customer issue.Intents are questions or statements a customer conveys while interacting with the Chat Bot. For example, a customer on an e-commerce website specialising in jackets might type in “Do you have

Chat Bots

Use Intents in the Bot Workflow

Intents

ChatBot Intents

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Articles

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Service Self-Serve

SA
Understanding ChatBots

How you can leverage Chat Bots to handle complex customer queries on social channels and Live Chat widgets, enhancing customer engagement, self-serve capability, and reducing wait time.Chat Bots are tools developed to ingest customer queries and provide possible resolutions using Automations and AI

Benefits of ChatBots

ChatBot Version History

Edit ChatBot Responses

ChatBots

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Articles

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Service Self-Serve

SA
Adding Slack Chatbots to Sprinklr Advanced

How you can add Slack Chatbots to Sprinklr Advanced and reduce average response time.Adding a Slack channel and a chatbot on the Sprinklr Advanced Platform will help your queries be answered instantly without unnecessary to and fro. This enables agents to focus on other important tasks. The customer

slack chatbot

Sprinklr Advanced

Care Console

Articles

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