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Do you have a story worth celebrating? Nominations are now open for the 2026 CXUnifier Awards, recognizing the organizations and individuals transforming customer experience through innovation, AI, and exceptional customer engagement. With eight award categories—plus our prestigious Unifier of

Instagram Story Mentions come into Sprinklr as a Story Mention Direct Message. Agents are able to reply from the Care Console even after the native 24hr Story expiry window; the reply channel (DM) itself stays open. However, once the Story expires natively, the media preview is no longer available.

I'm using percentage-based routing to make sure each partner gets roughly the same number of cases, but my client's requirement is that if one partner out of the 3 distribution groups for this queue is unavailable, the cases should stay on hold instead of being sent to the available group. What's th