Thanks for your question! Here's a quick breakdown of how Sprinklr handles spam and User-Generated Content (UGC), including Instagram Stories:

🚫 Spam Option on Posts

• Post status changes: Marking a post as spam sets its status to "Spam" within Sprinklr.
• Filtered from dashboards: Spam posts are removed from standard engagement views but remain visible on the Spam Moderation page for users with permission.
• Reporting: Spam activity is tracked in reporting dashboards.
• User profile: The fan’s profile is not automatically flagged. You can use rules or macros to take action on the profile if needed.

Can you add a spam column to the Engagement Dashboard?
Yes! Create a new column and filter for messages with the workflow property Spam: Is Spam.

📸 UGC & Instagram Stories

• Sprinklr supports UGC workflows for feed posts and Reels. Instagram Stories have limitations due to the API.
• Permissions: You cannot directly request UGC permissions from Stories.
• Feature limitations: Polls, stickers, and music are not supported via third-party tools.
• Data window: Stories data is only available for 24 hours, making UGC workflows impractical.

⚙️ UGC Rules, Macros & DAM Automation

UGC Rules:

• Auto-approve content based on criteria (e.g., trusted user, specific tag).
• Route based on sentiment score.
• Trigger permission requests automatically.

DAM Rules:

• Auto-tag or apply custom properties when assets are saved.

Hope this helps!  LMK if you have additional questions!

Hi @Vishalbabu Muttur!    Here's how Case Management operates within UGC:

• UGC requests often occur after a case is resolved because brands want to leverage positive customer experiences for advocacy.
• When you send a UGC request through Sprinklr, it can trigger customer interaction that may reopen the case if the system is configured to reopen on any new inbound message.

Impact on SLA

• If the case reopens, the SLA clock typically starts again because the case is now considered active.
• This can skew SLA metrics if the reopened case is not a true support issue but rather part of a marketing/advocacy workflow.

Best Way to Address It

• Option 1: Separate Workflow
  Configure UGC requests to not reopen cases by using automation rules or tagging. For example:

  • Add a condition: “If message type = UGC response, do not change case status.”
  • This keeps SLA reporting clean.

• Option 2: Dedicated UGC Queue
  If reopening is unavoidable, route these cases to a separate queue with adjusted SLA policies so they don’t impact standard support metrics.

• Option 3: Documentation & Training
  Ensure agents know that reopened cases due to UGC are not support issues and should be closed promptly after confirming the UGC response.

Standard Procedure

• Most Sprinklr customers adopt automation rules to prevent reopening or to immediately close cases triggered by UGC responses.
• Alternatively, they create custom case statuses like “UGC Follow-up” that exclude SLA tracking.

Hope this helps!  

Thankyou Allison, I have few more queries,

How does case management operate within the UGC process? If a case is closed and we request UGC with the customer, it may reopen. How does this impact case management and its SLA, and what is the best way to address it? What is the standard procedure in this situation?