Sprinklr Social: 19.11.1 Capabilities and Enhancements

Updated 

Sprinklr Social's latest 19.11.1 Patch release introduces a range of exciting new capabilities to empower your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Social's latest release:

Sprinklr Social

Sprinklr Marketing

Sprinklr Insights

Sprinklr Services

Unified Platform

Publishing

The following features are introduced to the Publishing module for improved experience and efficiency:

Error Message Improvements

In this release, we've added several improvements, including detailed error messages for publishing failures across various channels and step-by-step guidance to help you resolve any issues efficiently.

Current Message

Improved Message

Channel

The audio bitrate of the video must be less than 128.0 kbps.

The audio bitrate of the video must be less than 128.0 kbps!

Re-try publishing using the correct media specifications. Know more.

For security reasons, your account has limited access to the site for a few days. If you have any questions, please contact our Help Center.

Account authorization revoked by Facebook!

A page admin must complete Facebook’s authorization process. Please re-try publishing after following these steps.

This video type is not supported. Please check specifications for supported video streams format.

Media failed to upload on Instagram!

Re-try publishing using correct media specifications. Know more.

Unexpected Error

API Key permissions for this account are revoked by Apple!

To continue publishing, Please regenerate the API key and re-add the account in Sprinklr.

Unexpected Error

An unexpected error occurred, likely due to a temporary channel outage. Please re-try publishing after a short while.

NA

Unexpected Error

Media failed to upload on X!

Re-try publishing using correct media specifications.

X

Unknown Upload error on Instagram. Please try again!

Media failed to upload on Instagram!

Re-try publishing using correct media specifications. Know more.

Video width cannot be larger than 1920 pixels

Video width cannot be larger than 1920 pixels!

Re-try publishing using correct media specifications.

Bitly API Rate Limit

If the rate limit for the selected /default URL shortener has exhausted, a warning will appear under the URL shortener with the message: The rate limit for the selected URL shortener has been exhausted. To avoid publishing failure, it's recommended to use a different URL shortener.

LinkedIn: Expand Image Support to 20 Images

In this release, now you can publish up to 20 images for a multi-photo post.

Change Collaborator and Tagging Behavior for Instagram

This update makes the Instagram Tag Users and Add Collaborators fields independent, allowing you to add collaborators without tagging them. They were linked to Carousels, Reels, and Post templates. Previously, the functionality to add collaborators was tied directly to the Tag Users field. Now, they work separately for greater flexibility and ease in managing your Instagram posts.

HUMAN_AGENT Tag for Instagram

In this release, a warning will automatically appear in the reply box if a DM or reply is sent more than 24 hours after receiving a message from a customer on Instagram. The message would state “24 hours have passed since the last message from this social profile. As per messenger policy, your message should only be in response to customer enquiry”.

Facebook Direct Message Allowed Window Warning

This enhancement will be triggering a warning when brands reply to users 7 days past their last message. We already display a warning message after the 24 hour period which states that only relevant messages should be sent during this window. However, post 7 days, the messages are blocked as per Meta's Data Policy. This update will be applied to key screens, so users will be informed when they can no longer reply after the 7-day window.

In addition to this warning, we have also introduced a DP (Dynamic Property), enabling which will automatically block the users from sending messages after the 7 day period.

Advocacy

The following features are introduced to the Advocacy module for improved experience and efficiency:

Advocacy Reward Engine

We are introducing the Reward Engine, a new feature designed to enhance the gamification experience on Sprinklr Advocacy. This feature aims to boost adoption and retention among advocates, ultimately increasing the platform’s virality and enhancing return on investment (ROI). Advocates can now redeem exciting rewards added by their admins using tokens accumulated from the points they earn. The Reward Marketplace tab on the advocacy site allows advocates to view and redeem rewards using their earned tokens, which will be deducted from their profile upon redemption.

Admins can create and manage rewards using the admin console, where they can also handle reward requests directly within the advocacy site. They have the ability to approve, reject, or mark rewards as completed once sent. The Reward Engine adds a new layer of gamification, making the advocacy experience more engaging and rewarding, leading to increased adoption and retention. This increased engagement and activity from advocates will contribute to the platform’s overall virality and ROI.

Compact View on Advocacy Site (3 Column Layout)

In this release, we have added a new feature exclusive to the Classic Layout on the advocacy site. The feature introduces a 3-column view option, available alongside the existing grid and list view options.

Revamped Widgets for Featured Post and Scheduled Post

The Featured Post widget has been redesigned to occupy less space, offering a cleaner and more streamlined appearance for all pinned posts. This updated version is available for both modern and classic layouts.

Scheduled Posts will now appear in a widget on the right side of the advocacy site. You can expand this widget to view all scheduled posts. This enhancement aims to highlight content and save space. The revamped widget is available for both modern and classic layouts.

More Reaction Options on Linkedin Posts from Advocacy Site

Our latest feature release now supports reactions beyond Like on LinkedIn. You can now use additional reactions such as Celebrate, Support, Love, Insightful, and Funny directly through the advocacy site, and these reactions will be visible natively on LinkedIn. Previously, only Likes were supported by the platform.

Data Privacy Ensured on Advocacy Site

We are committed to ensuring your data privacy. In line with this commitment, we do not access or store data from your social activities; we only track actions for analytics purposes. Basic profile details are used solely for setting up your profile.

Email Login for Advocacy Site Using Admin Console

With the new update, the email login system is configurable directly from the admin console. If you are an admin, you can enter the mandatory field information directly in the admin console to enable email login, with two fields being mandatory and the others optional. This update saves you time previously spent on raising support tickets and reduces unnecessary back-and-forth communication.

Time-Based Sorting for Content Lists

Content lists allow you to organize assets in the desired sequence for display on the advocacy site. In this upcoming release, you will be able to effortlessly reorder the assets within the content list based on their published time.

This update aims to streamline content management and give you greater control over how assets are displayed on the advocacy site.

Activate Instagram Sharing in Advocacy

With release 19.11.1, advocates will no longer be able to connect their personal Instagram profiles to the advocacy site due to Meta's changes. Sprinklr is discontinuing this ability but has introduced the Activate Instagram Sharing option. This option allows advocates to continue sharing posts on Instagram if admins enable Instagram as a sharing channel in Sprinklr. Only the account connecting step is affected; the sharing flow remains the same.

Key Features:

  • Activate Instagram Sharing: Advocates can enable Instagram sharing within the profile widget.

  • Seamless Sharing Flow: The sharing process remains unchanged, ensuring a smooth transition.

Update Required for Broadcast Integration in Teams

Microsoft has recently implemented changes for clients with broadcast integration enabled, requiring admins to update their webhook URL. Please refer to this document for detailed information on the changes.

Copy the new URL and raise a support ticket with the new URL and Teams Channel Name. Complete this update before December 31st to ensure continued use of broadcast integration on MS Teams.

Reporting

Instagram Metrics Deprecation

As part of Instagram’s latest platform updates, specific metrics within Media Insights and User Insights are being deprecated from 8th January 2025.

These changes will impact the following metrics, which will not be available on the platform post 8th January. Past data will remain unchanged, and data will be fetched by Sprinklr till 8th January.

1. Media Insights Deprecation:

a. Instagram Video Views

2. User Insights Deprecation:

a. Instagram Business Total Email Contacts

b. Instagram Business Total Get Direction Clicks

c. Instagram Business Total Profile Views

d. Instagram Business Total Text Message Clicks

e. Instagram Business Total Website Clicks

f. Instagram Business Total Phone Call Clicks

For detailed information regarding these updates, you can refer to Instagram's official ChangeLog.

Handling Deprecated Metrics in the Reporting Glossary

In this release, the Reporting Glossary module fixes tags for New and Deprecated metrics, now conveniently displayed at the far right of the Description field. When a new metric is added, a New tag appears for 30 days from its introduction, while a Deprecated tag marks metrics that are no longer active. As and when the glossary is updated, the list of deprecated metrics will be updated.

Furthermore, we have added a Export button next to the Favorite button, allowing you to export a list of dashboards where each deprecated metric is plotted.

Audit Trail for Scheduled Exports

In this release, we have enhanced the Scheduled Exports screen in Platform Settings to make tracking easier. You will now see a new Activity option when clicking the vertical ellipsis. This addition acts as an audit trail, providing a detailed history of changes and activity for your scheduled exports.

Governance

Auto Provisioning for OpenID Connect SSO

In this release, we have introduced auto-provisioning for OpenID Connect SSO. This feature is particularly beneficial for customers with a large number of new users getting created or new customers as manually setting up each user is impractical. With Auto Provisioning enabled on an SSO, a new user can log in through SSO on the Sprinklr login page, and Sprinklr then automatically fetches and creates the user profile from the backend without admin intervention.

Note: Auto-provisioning for OpenID Connect SSO feature is similar to Auto-Provision Users on SAML SSO Login.

Login Configurations - Session and Deactivation

We are revamping the All settings page for better discoverability of individual settings, enhanced user experience of navigating between the settings with improved categorization, and exposing backend configurations as settings to reduce reliance on support team. For example, settings like user deactivation time will now be accessible in settings, reducing the need for creating support tickets to configure such changes.

We are beginning with governance-specific configurations, such as login settings, and this update will pave the way for other modules to expose their configurations in All Settings.

Microsoft Global SSO is Now Sprinklr Employee SSO

The name of the SSO button on the Sprinklr login page in customer environments has been updated from Microsoft Global SSO to Sprinklr Employee SSO.

Asset Management

Switch Google Accounts with the New Sign Out Option in Media Uploader for Google Drive

In this release, we have introduced a new functionality: the Sign Out option next to the Add button within Google Drive in Asset Manager. This enhancement allows you to effortlessly sign out from your current account, re-authenticate, and select a different account when needed.

Google Drive Entry for Social Avatar Authentication Flow

We have introduced the Social Avatar option within the Profile section in this release. This enhancement lets you add a social avatar for Google Drive and all other listed channels. To check which accounts are connected to Sprinklr for the Google Drive application, simply go to your user profile, click on the Social Avatar option, and you will see all the accounts linked to Sprinklr in the Google Drive.

Restricted Inputs to Ensure Security Compliance

To ensure the safety of our site, certain characters or patterns in inputs may trigger warnings due to their potential use in malicious actions. Simplifying or rephrasing your inputs can help avoid these warnings.

Distributed

The following feature is introduced to the Distributed module for improved experience and efficiency:

Distributed Home Page Widget Configuration in Sprinklr Space Platform

Users can now configure widgets on the Distributed home page directly from the Sprinklr Space platform, eliminating the need to contact Sprinklr Support. They can manage all Distributed configurations through the Distributed Control Panel (DCP) in All Settings, enabling them to customize and configure widgets on the home page. Users can choose from a variety of widget options in the Widget Library, giving them the flexibility to customize and add different widget to the home page.