We have a source-agnostic case creation + scheduled callback use case where there is no Lead created. When the source agnostic case is created via API, the payload can populate up to 10 phone numbers across case-level custom fields. The expected callback sequence is: The first phone number is the

I need to show my client the CSAT percentages for questions that were deleted from the surveys! We kept the existing surveys, added new questions, and removed the old questions instead of replacing them. Could you please share the workarounds to do so? Can we do this in the UI, or do we need to extr

I’m trying to import 23 canned responses as text assets. Following the support article, I downloaded the example file and entered the required information for each field. However, I receive the following error in the Media Path column: “Please specify the value in [Asset Text] column.” The suppor

How to optimise this (Customer / Queue) rule - Master - Case Maker - FOR CASE ASSOCIATION To associate follow-up incoming messages, post-case creation. Ideal Scenario: Case is created and assigned Brand responds New customer message comes in and associates to the

Hi Team, Do we have any documentation that maps Service Analytics metrics to their Social Analytics equivalents? For example, a client uses Volume of Published Messages in Social Analytics to monitor agent performance. We tried using Total Agent Message Count in Service Analytics as the equivalent

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

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.

Description: When a Message Approval Rule is triggered, the associated Case is correctly added to the Approval Case Queue for review. However, after the message is either Approved or Rejected, the associated Approval Case is not automatically removed from the queue. Expected Behavior: Once an approv

Message Subtype is exactly Form (Fb messenger lead ads). What updates need to be made to avoid such inbound msgs from forming cases