Reporting on a particular article/post
A

Amanda Guzman

Published:

04/02/26 3:01 AM

14 views

1

14

Hello,

Has anyone had to create a report in Sprinklr for cases/messages received based off certain keywords? Or is there a way to pull cases/messages that are about a particular post that another person posted?

Sprinklr Service
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Question

Updated

14 hours

 

Comments

  • A

    Allison Fasching

    8 days

    ago

    06/04/2026

    Hi Amanda! Yes, Sprinklr supports reporting on cases or messages based on specific keywords, as well as messages related to a post published by someone else. Here are a few ways to approach this:


    For keyword‑based reporting:

    • Use Listening Topics with defined keywords to analyze inbound messages and conversations
    • Apply message or case filters in Reporting (for example, message text or case description contains a keyword)
    • Set up automation rules to automatically tag messages containing certain keywords and report using those tags (recommended for ongoing use)

    To pull cases or messages related to a specific external post:

    • Filter messages or cases by parent post or conversation thread
    • Create a Listening Topic using the post URL, post ID, or relevant keywords and hashtags

    Using tags and automation provides the most scalable approach if this type of reporting is needed regularly.


    Hope this helps!

     
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