Answered From Sprinklr Mobile App
George Abodeeb
Published:
01/02/25 7:53 PM
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Hi All,
I would like to check if there’s a way to determine whether an agent responded to a customer through Live Chat, WhatsApp, or Emails using the Sprinklr Mobile App or through the browser. Could you please confirm if such tracking is possible?
Thank you.
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Hi @George! Within the chat conversation on the Sprinklr platform, look for an indicator that specifies the device used by the agent, such as a small icon or text mentioning "Mobile" next to the agent's response; this will show that the reply originated from the Sprinklr mobile app.
To determine if a Sprinklr agent responded to a customer through Live Chat, WhatsApp, or Email, using either the mobile app or browser, you can check the "channel" information within the conversation details in the Sprinklr Care Console; the channel will clearly indicate whether the interaction occurred through Live Chat, WhatsApp, or Email, allowing you to identify the communication method used by the agent.
Key points to remember:
When viewing a customer interaction within the Care Console, the specific channel of communication (Live Chat, WhatsApp, Email) will be displayed alongside the conversation thread.
Within the Agent Console, the channel information will also be visible when viewing a customer interaction, allowing you to see how the agent responded to the customer.
You can utilize Sprinklr's reporting features to filter interactions based on the channel used, enabling analysis of agent performance across different communication platforms.
LMK if you need more detail!