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Guide to configure, manage, best practices, and even a few tips on how to optimize all the support channels

Articles

(28)
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Using Instagram account to convert engageable/non-engageable messages into tickets

Learn how adding an Instagram account to Sprinklr helps you convert engageable or manually filtered messages into tickets and provide faster resolution to customer queries.Adding Instagram accounts to the care solution lets you manage and provide a complete resolution to all your customer queries. T

Add an Instagram Account

Instagram

Configure Ticket Creation Rules

Articles

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Support Platforms

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Configure Microsoft 365 Email Forwarding

How you can leverage Microsoft 365 Email Forwarding to keep former employees' email messages out of their Inbox - reducing confusion about what messages are new mail and which are old.Email forwarding is a useful administrative task that an Admin can perform after the user has left the organization.

Set up Email Forwarding

Configure Microsoft 365 Email Forwarding

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Email

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Adding an Email Account to Sprinklr

Understand the various ways to add your existing support email address to Sprinklr and manage all the upcoming queries within the Care Console.Email lets you connect your preferred email account in Sprinklr and manage all your customer queries in one place.For example, if you set support@carelite.co

Email Account

Add Account Using O-Auth

Add Account Using Own Server

Add Account using Forwarding

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Email

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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

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Voice

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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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Voice

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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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Voice

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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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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

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