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Do you have a story worth celebrating? Nominations are now open for the 2026 CXUnifier Awards, recognizing the organizations and individuals transforming customer experience through innovation, AI, and exceptional customer engagement. With eight award categories—plus our prestigious Unifier of

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.

WhatsApp recently introduced a feature called Channels. Does the Sprinklr platform support this feature? You can find more information about the feature: https://blog.whatsapp.com/introducing-whatsapp-channels-a-private-way-to-follow-what-matters

Is it possible to get only the text of a message without the profile information for a reporting dashboard? The Inbound Message dimension description says, "The text of the Inbound Message" but when used, it also includes the profile name of the sender. My goal is to capture the inbound text but not

Hello! Is it possible to schedule exports to email daily with a "real" attached zip file not with a download link? I am trying to automate this process of extracting attached files from emails but since scheduled exports are in the form of url download links, this is proving to be a challenge.  

A Superuser asked us for the ability to blacklist another user from Following and Direct Messaging them? Have any of you found this capability within the Sprinklr Community Builder?