Channel type Icon for manually created Cases
Marc Dupain
Published:
06/23/25 2:49 PM
14 views
4
14
For my customer I'm manually creating a case from a guided workflow.
In the fields 'From Social Network' and 'Social Network' I enter "EMAIL" and "Email".
The created case is shown with an Email Icon in the Engagement Dashboard.
If I want to show a different Icon, is that possible?
And if it is, which Icons can I choose from and what Names do I need to use?
Kind regards,
Marc Dupain
Question
Updated
8 hours
Comments
- AA
Aman Agarwal
22 days
ago
26/06/2025
Yes, Marc. If a Voice case is created, it would be marked with a Voice (phone) icon.
- M
Marc Dupain
23 days
ago
26/06/2025
Hello Nandakumar,
I understand, but let me rephrase my question.
If I manually create a case from a guided workflow, can I set the channel, thus the icon?
For example, I want to create a Voice case. Can I enter 'Sprinklr Voice' in the From Social Network or Social Network field and will it show the Voice Icon?
Or in another field.
And if so, which Types and Icons are available.
Thanks
- N
nandakumar.sundharesan
23 days
ago
26/06/2025
Icons are autogenerated based on the channel you choose, we cant customise it.
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if you want to know the accepted values of social network.Export the cases from the engagement DB column and look for Channel type column and corresponding values for each channel cases.
In GW, you can use From Social Network field to define it
