Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints.

Here are the key features included in Sprinklr Service's latest release.

Supervisor Console 

The following features and enhancements are being introduced in the Supervisor Console module:

​Proactive Supervisor Alerts for Customer Escalations

Supervisors will now receive proactive alerts whenever an agent is working on a case with an active nudge. Nudges might be triggered by criteria such as the intent model or specific keywords. These cases will also be highlighted on Live Monitoring screens for easy identification.

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The alert will include key details such as case number, option to listen to the case, and more. This prompt notification enables supervisors to quickly review the case and offer their input, accelerating the resolution process.

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Simplified Alert Grouping for Better Management

All Supervisor Console alerts can now be grouped into different categories such ACW, Voice, IVR, SLA, Staffing, Work Queues, and more. This enhancement makes it easier for users to configure and set up alerts in a hassle-free and efficient manner. Users can now quickly find the relevant alert for their use case based on the alert group.

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These groups are of the following types:

• After Call Work

• Voice

• IVR

• SLA

• Staffing

• Task

• Volumetric

• Work Queue

• Others

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Enhanced Agent Activity Log with Logout Reason

The agent activity log now shows the time of the last login status change and includes the reason for status changes, such as whether they were initiated by a supervisor. The log also records the agent's availability status, along with the time and reason for any status updates.

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Enhanced User Status Alerts

Two new user status alerts have been introduced to monitor specific status changes:

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• User Count Status Alert: This alert triggers when the number of users in a particular status exceeds a defined threshold within a set time period. For example, if 5 agents are in Unavailable status within 1 hour, the alert will be triggered.

• Status Count Alert for Each User: This alert tracks the number of times each user changes their status within a given time period. It is triggered when a user exceeds a defined threshold, such as changing their status more than 3 times within a set time period.

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These alerts enable detailed tracking of individual user status changes, enhancing visibility and improving team management. These alerts also support better resource allocation and proactive supervision by providing timely insights and notifications.

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Customize Alert Description

Supervisors can now customize alert messages using the new Alert Message textbox on the Alert creation form. This feature allows supervisors to create customized notifications with variable support, improving the relevance and clarity of alerts sent through email and platform notifications.

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Quality Management

The following features are being introduced in Sprinklr Service’s Quality Management module:

Audit Sampling and Assignment Configurator

The Audit Sampling and Assignment Configurator enables you to view the Sampling Details of how the Sampling has performed based on the Sampling policy configuration with the help of the Sampling Policy View Activity field, once the Sampling Policy is created. Any change in sampling or assignment policy gets captured on the Activity screen. And the sampling policy results after every sampling run in the form of an CSV sheet are captured on the Activity screen. For further details on this, see Sampling and Assignment Policy Logs.

Add support to play Voice and Screen Recording in sync in Case Analytics view 

This feature introduces several enhancements to the screen and voice recording handling process, based on file availability and merging status. There is a Screen Recording button, once clicked, screen recording and voice recording are played in sync. If both audio+video files are available, QM fetches the appropriate recording based on its readiness. When a screen recording is played, it opens in a pop-up window, allowing the user to interact with it seamlessly. 

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Home Page Widgets for Quality Management 

This feature introduces the ability for users, particularly supervisors, to configure and view widgets on their Home Page for real-time tracking of cases under their immediate reportees. The new widgets—Cases Open for Evaluation, Cases Open for Re-evaluation, and Cases Pending for Acknowledgement—can be customized through the Record Page widget configuration and are governed by specific filters for a streamlined user experience. 

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QM Evaluation Assignment Status and Cancellation Reason in Case Activity

This feature enables you to view the status and reasons behind failed QM evaluation assignments directly in the Case Activity. Previously, if a case was not assigned for evaluation due to various reasons, users had no visibility into why the assignment was cancelled. With this update, users can now check detailed logs to understand why the evaluation was not assigned, improving transparency and user experience.

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Enhanced Checklist Permissions and Governance 

This feature introduces a comprehensive update to the Checklist Permissions management, providing greater flexibility and governance at both the Manual and Automated checklist levels. These enhancements include fine-grained permission control across multiple sections, ensuring precise access and functionality based on roles, responsibilities, and workflows. This feature is applicable in reporting as well. Reports now automatically display only the audits for which users have view permissions. 

Permissions are now divided into three distinct sections—Evaluation, Calibration, and Peer-to-Peer (P2P) Result Analysis. These sections allow for granular control over who can Create, View, Edit, Delete, and Dispute on specific checklists. 

Version Management and Activity Log

The Version Management and Activity Log feature enables versioning and capturing of logs for checklist rule. The Automated Checklist Item Rule has two fields, Activity Log and Revision History. Any modification within the rule and the user who modified it and the time of modification gets logged in the Activity Log. Any older version of the checklist rule gets captured in the Revision History.

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Create Agent Quality Models and add AQM support in AI+ Studio

This feature enables you to now create an Agent Quality Model directly from the UI, allowing you to add questions, descriptions, and possible answers for each model. This feature is seamlessly integrated with AI+ Studio, enabling you to further customize the LLM provider or modify prompts according to their specific requirements.

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Coaching Notifications

The Coaching Notification feature enables you to send notifications on an Email. For all coaching event type, email notification is sent to relevant stakeholder and the Email address is configured at user level.

Coaching Notification Preference

The Coaching Notification Preference feature enables you to select the notification preference. All the supported channel for coaching notification are present at the user level. Also you have an option to enable or disable notification for each event type and for each channel.

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Agent-level Scoring in Cases with Multiple Agents

The Agent-level Scoring in Cases with multiple Agents feature enables you to view and attribute scores to all agents who participated in a single case. This provides a more complete picture of agent performance and interaction quality.

At checklist level, user has the option to select scoring type, "Single Agent Scoring" and "Multi Agent Scoring". 

• If you select "Single Agent Scoring", then the scoring is based on the entire interaction and is attributed to a
  single agent. 

• If you select "Multi Agent Scoring", then you can choose different scoring type for each item within the checklist, for example, single agent, assign same score to each agent and evaluate each agent separately.

AI-led Language Expansion

We have expanded the language base for Automated Quality Management. It is now available in 12 new languages - Portuguese, Japanese, Mandarin, Cantonese, Dutch, Filipino, Hinglish, Turkish, Korean, Tamil, Telugu, Kannada.

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Unified Routing

 The following features are being introduced in Sprinklr Service’s Unified Routing module:

Assignment Wait Reasons

The Assignment Wait Reasons feature enables administrators to view and understand the specific reasons for which a case remains unassigned in the work queue along with the various case attributes. Admins can also search for a specific case number to view its associated assignment failure details. Assignment Wait Reasons are currently not supported for QM (Quality Management) tasks. For further details on this feature, see Assignment Wait Reasons.

Smart Routing Integration with QM Scores for Enhanced Agent Scoring

This feature introduces the integration of Smart Routing with Quality Management (QM) scores, aiming to enhance the agent scoring and ranking system. By incorporating QM scores into the existing agent performance metrics, this feature ensures that the most qualified agents are assigned to customer cases, thereby improving both customer satisfaction and operational efficiency.

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You now see the QM score option in the dropdown menu alongside existing metrics. You can assign weightage to the QM score when configuring the agent ranking system. This ensures that the importance of the QM score can be adjusted based on organizational priorities and specific operational goals, providing greater control over the routing process.

Voice Telephony Infrastructure

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The following update has been made in Sprinklr's Voice Telephony Infrastructure module.

Agent Network Readiness Tool 

Introducing an Agent Troubleshooting Tool that appears when you click on Troubleshoot option under your name initial in the upper right corner of the Care Console or in your Agent Persona. Clicking on the Run Test option in the Agent Troubleshooting tool enables you to test, diagnose and fix any network-related issues while answering calls. Numerous telephony providers, like Twilio, SignalWire, Sprinklr VoiceConnect, and even Ozonetel, presently provide this option. Using this tool, you can assess call quality by executing the test against multiple metrics listed in the Tool, and download reports related to the test.

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Voice IVR

The following updates are being introduced in the Sprinklr Voice IVR module.

Automated Quality Assurance (QA) for IVR

Sprinklr Voice IVR now supports automated quality assurance to make retesting easier. Administrators can reuse existing test cases, whether they passed or failed, and follow the exact path taken during the original execution. This is especially useful for verifying fixes in failed cases or using successful cases as benchmarks for consistent performance.

Refer to Automated QA in IVR for more details.

IVR Reporting – Interaction Density Visualization

This update improves IVR reporting by visually highlighting paths most frequently taken by customers. The enhancements make it easier for administrators to analyze customer behavior and make data-driven business decisions.

Key Features

1. Simplified View: Removes unnecessary system nodes to present a cleaner, more user-friendly report.

2. Flow Distribution at a Glance: Displays multiple path distributions in a single view, reducing scrolling and effort.

3. Intuitive Call Volume Visualization: Provides an easy-to-understand representation of call flows, helping admins quickly identify key insights.

Audio Recording of Customer Voice and IVR Prompt

Sprinklr IVR now supports recording both the customer’s voice and IVR prompts during interactions. This helps resolve disputes or verify customer inputs when issues arise.

Key Features:

• Record customer responses and IVR prompts (audio, text, and dynamic inputs) for reference.

• Redact sensitive data like card information during PCI-compliant transactions.

Work Queue Property – Dynamic Skill Selection and Behavior Fixes

This update enhances the functionality of work queue properties, particularly for skill-based assignments in voice and chat cases.

Key Updates

1. Multi-Select Skill Input: Admins can now select multiple skills and switch to dynamic input for greater flexibility in skill-based routing.

2. Default Wait Time: A default wait time of 30 seconds is applied when the specified wait time is less than 30 seconds. This prevents null values from appearing.

3. Queue Position Fix: Tasks that are not yet assigned to a queue now display a position of “-1,” reducing unnecessary errors and improving transparency.

Benefits

• Simplifies skill-based routing for mixed voice and chat cases.

• Reduces manual intervention and improves efficiency.

• Enhances task handling reliability by eliminating unexpected errors. 

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Outbound Voice & Dialers

The following features are being introduced in Sprinklr Service’s Outbound Voice & Dialers module: 

Flexible Attribute Renaming for Outbound Data 

The Flexible Attribute Renaming for Outbound Data feature allows clients to rename attributes for data ingestion flexibly. With Dynamic Property enabled, attribute names in the backend gets updated with the renamed columns, supporting consistent and adaptable data management. For further details on this feature, see Data
Collection using File Upload Connector . 

Inline Creation of Suppression List and Inline Creation of Business Hours 

Enhanced campaign creation in Outbound Voice with inline functionality, allowing users to directly edit, clone, or create new suppression lists and business hours via a dropdown navigation. This streamlines the workflow and reduces navigation steps. 

Setting the Voice Setting Screen 

The Voice Setting screen feature enables a new voice settings screen, designed and developed for all parameters and its configurations for you to be able to decide the flow of operations as per your business requirements.  

Rename labels for different fields in Outbound Campaign Creation Form 

For better usability the labels are renamed in the Voice Campaigns Screen. 

Rearrange Retry Rules within the advance retry rules configurator 

This feature enables you to rearrange retry rules using drag and drop method in the advance retry strategy. 

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Add new permissions for enabling Dialler profile selection for External Calls and deprecating the existing dynamic property for the same 

This feature enables you to dial out an External through Conference or you can select a Transfer option from thedialer from which the External call is dialled. Now we have an External dialer option so that you can now dial to an Expert or to an External number from a specific dialer. 

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Enable separate permissions for 'Talk to Expert' and 'Direct Number' to Improve Call Handling Flexibility 

This feature enables the External Tab on the Add Call screen to have both Direct Number and Talk to Expert
options available. For this we have enabled the permission Add Number to Call which can only enable the Talk to Expert and not Direct number for both on Call Controls and External Call Tab.

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Email Notification System for Successful File Uploads​ 

We have implemented an email notification system that alerts users about the status of their file uploads via SFTP. ​  The notification provides concise details about the file, including upload success, failure records, and relevant timestamps, ensuring users receive real-time updates for better file management. 

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Customizable Dashboards for Agent Monitoring in Supervisor Console 

We have introduced the ability for supervisors to create and manage multiple dashboards in the agent monitoring screen, enhancing usability and reducing conflicts between teams. Supervisors can now configure dashboards tailored to their team’s needs without impacting other users.​ This feature enables personalized dashboard views that can also be shared with others as required. 

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Optimized Caller ID Management for Voice Applications 

We’ve enhanced the Caller DID management process in the Voice Application to resolve delays and improve usability for handling large datasets. ​ Users can now efficiently add Caller IDs manually or through file import, with flexible options to edit, replace, or delete Caller IDs. ​The new design ensures seamless management and better performance, even for datasets exceeding 20,000 entries. 

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Call Control

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The following updates have been made in Sprinklr's Call Control module.

Ability to Perform all Types of Transfer while a Conference Call is in Progress

Introducing a feature that enables the primary agent to start an IVR Transfer, Agent Transfer, and Queue Transfer during a conference call from the Transfer tab in Call controls. This option allows you to start both a warm transfer and a blind transfer. You can add any number of agents to the call using this option. For more information on this feature refer Transfer call and ​Add Call.

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Logout Agents if the Time in Connection Issue is Greater than Threshold

In this feature, if the agent's connection problem persists for longer than a predetermined amount of time, they are automatically logged out. A notice that reads, "You were logged out," appears as soon as the agent logs out. Additionally, an audible tone that confirms the Agent is logged out plays in the background as a confirmation of the agent’s status.

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Allow Agents to Stay Connected after Customer Drops during Warm Transfer

Now, even if the customer disconnects during a warm transfer procedure, the primary and secondary agents can remain linked during a call. This facilitates effective knowledge transfer, which aids in appropriate time management and resolution. If the customer calls again, the agents can wrap up the conversation and talk about how to handle the call properly. For more information on this feature refer Transfer call and Add Call.

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Enable Separate Permissions for 'Talk to Expert' and 'Direct Number'

Introducing separate permission to Talk to Expert that was earlier combined into a single permission to transfer to an External number or conference to an External number. Now the permission for External and talk to expert is broken down into separate permissions. You can use the Talk to Expert tool in a manual, conference, or transfer call. For more information on this feature, refer Talk to Expert.

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Twilio Region Support (POC)​

​To improve call efficiency, the Twilio Voice Application now allows you to choose your location from the Region picklist in the user interface. This allows calls to be routed to the appropriate server locations. Previously, because of the great distance between the caller, the server location, and the agent the API calls used to get delayed resulting in poor call quality. This call setup time is now reduced with the Region picklist. For more information on this update, refer Add a Twilio Voice Account.

After Call Work

The following updates have been made in Sprinklr's After Call Work module.

Transition to Using AI+ Studio for Managing AI Models for AI Prefill

The prediction and filling of values in Disposition, Sub-disposition, and Form fields within After Call Work (ACW), managed by Open AI, can now be efficiently handled by AI+ Studio, Sprinklr’s in House AI Model, following the successful integration of AI+ Studio with our system. This approach provides improved accuracy, scalability, and highly personalized solutions by analyzing user behavior and preferences.  

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Add Reporting Metrics for AI-Powered ACW Pre-Fill Performance 

Introducing three new reporting metrics to track the performance of AI-generated content as compared to agent’s submission in AI-powered ACW process. The three-reporting metrics are: 

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1. Comparison of AI-Generated Values against Final Agent Submissions 

   A Boolean (Y/N) against the AI_Agent_Match field confirms if the AI-generated values matched the agent’s submission. 

2. Tracking AI Failure to Suggest Values A Boolean (Y/N) against the AI_Suggestion_Failure field confirms if the AI failed to generate values for any field during ACW. 

3. Recording AI Pre-Fill Time  An integer value in milliseconds in the AI_Prefill_Time field denotes the time taken by the AI to pre-fill values in ACW process. 

For more information on this update, please refer ACW Reporting.

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Decoupling ACW from Voice

 Now there are two ways by which you can access Disposition Plan: 

1. In the First method, once you enable an ACW DP, you can browse to the URL, care/after-call-work/manager, or open a new tab and type After call Work in the universal search, to access ACW Manager. This method is primarily useful if you want to access only social ACW where you don’t want Voice module to be enabled. Here, there are dedicated sections for ACW Managers, Disposition Plans and Global & Local Fields.

2. In the Second method, you can access the Disposition Plan and Global Field Library from Voice Care under Brand Care in the launchpad. Here, the ACW DP is enabled by default whenever Voice is enabled.

For additional information, please refer Decoupling ACW from Voice.

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PII Masking

The following update has been made in Sprinklr's PII Masking.

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Add Support of Testing PII Masking Template Configuration

The Create Masking Template window now has a Test Masking Template icon to test the masking inputs that you provide. Using this screen, you can test the masking details by filling in the mandatory fields, like Approach and Masking character, in the Masking Details window on the left-hand side panel. Based on the approach, whether Regex based, AI Based, or multiple approaches, an output is generated under the Results section in the Test Masking Template window on the right-hand panel. For information on this feature, refer Test Masking Template.

Agent Nudge

The following features are being introduced in Sprinklr Service’s Agent Nudge module: 

Standard Reporting Dashboard for Agent Nudges

This new dashboard eliminates the need to create custom reporting dashboards from scratch. It provides comprehensive insights into various aspects of Agent Nudges, including: Total number of Agent Nudges generated, interactions with buttons like Guided Workflows, Theme-wise breakdown of nudges, Number of escalation nudges triggered, KB articles and other actions completed via Agent Nudges. With these insights, brands can now gain a clearer understanding of Agent Nudge performance and impact.

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Conversational Analytics

The following features are being introduced in Sprinklr Service’s Conversational Analytics module:

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Add support for Contact Driver Analysis in AI+ studio

Data science professionals can now fully customise the contact driver detection pipeline, modify prompts, and integrate their own AI models within AI+ Studio using the Process Engine, offering enhanced flexibility and control in AI-driven Contact Driver Analysis.

Automatically Remove Overlaps and Manage Versions for Contact Driver Models

This feature enables you to make changes in Contact Driver Models without affecting the existing deployed by efficient version management. Additionally, this also allows you to leverage AI to verify Contact Driver Models by checking for errors & warnings for each Contact Driver Group / Contact Driver and automatically suggests improvements to be made before deployment.

Allow Users to Customize Schedule of Generating Insights

The Insight Group Configurator now features a new UI for enhanced usability. You can now customise the insights generation schedule for all the insight granularities (Daily, Weekly, or Monthly) under schedule insights section within the insight group, providing better control over the timing of insight generation.

AI-led Language Expansion

This features allows you to build contact driver models for conversational analytics use cases. We are expanding to nine new languages - Mandarin, Cantonese Dutch, Filipino, Turkish, Korean, Tamil, Telugu, Kannada.

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Care Console

The following features and enhancements are being introduced in the Care Console module:

Drag-and-Drop File Uploads for Cases

Agents can now easily drag and drop supporting files such as images, documents, and PDFs directly into cases within the Care Console. This will help streamline case management and ensure quick access to relevant materials.

Customizable Message Scheduling Time

Care Console now allows customization of message scheduling times. For example, scheduling can be restricted to the same day to ensure timely customer response and improve overall customer experience.

Enhanced Form Field Labels for Improved Readability

The form field labels in the Properties screen of Care Console have been redesigned with better spacing, categorization, and borders. This will make it easier for agents to read and navigate the screen.

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Anonymized Activity Widget for Privacy

A new feature has been introduced to anonymize agent names on the Care Console. This will ensure that details about agents across different teams remain confidential and are not visible to others.

This feature is controlled by a new field called Interaction Visibility on the Users (Settings) screen. In this field, you can specify the users or user groups whose information the agent is allowed to view.

The following Care Console UI elements will have agent names anonymized:

• Conversation widget (outbound message footer)

• Activity widget

• Case assign/unassign actions

• Conversation thread (third pane)

• Profile (third pane)

• Historical cases

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Send Voice Notes to WhatsApp from the Care Console in the Sprinklr Mobile App

Agents can now easily record and send voice notes as media attachments to WhatsApp directly from the Care Console in the Sprinklr mobile app.

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​Live Chat

The following updates have been introduced to the Live chat module: 

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Live chat commerce

With Sprinklr’s live chat commerce, you can now engage with your customers and facilitate purchases directly through live chat. This feature allows agents to provide real-time assistance to customers by offering product recommendations, managing carts, overseeing product catalogs, and enabling product purchases—all from the care console. It also improves your customers' shopping experience by allowing catalogue browsing, product discovery, real-time personal shopper assistance, and personalized recommendations from directly the live chat window.

Sprinklr Live Chat Commerce enhances customer engagement and streamlines the purchasing process, making it easier for customers to discover, inquire about, and purchase products without leaving the chat interface. This integration improves customer support and sales processes, leading to increased sales and better inventory management.

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Partially editable contact form

When using contact forms in live chat, you can now pre-fill certain fields and make them non-editable while keeping other fields still editable by the customer.

This saves your customers time and effort when interacting with your brand through live chat forms.

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Custom chat actions in live chat

With the 20.2 release, you can now enhance your live chat application with custom chat actions on both the home and conversation screens. The live chat builder lets you configure these custom actions to send external events/actions. This means Sprinklr will communicate button clicks to your parent website, enabling you to trigger additional events seamlessly.

This feature enhances the flexibility and functionality of your live chat application by allowing you to tailor chat actions to your specific business needs.

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Configure custom chat labels from live chat builder

The 20.2 release allows you to configure labels within your live chat window in your chosen language by uploading an external locale file within the live chat builder. With this enhancement, you can now upload a JSON file to customize these labels.

This feature provides greater flexibility and control over the customization of your live chat interface. You can now easily add custom labels for any language configured in the live chat, enhancing the customer experience and ensuring consistency across different locales. For more information , refer to the "Sprinklr Live Chat Builder" article .

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Messaging

The following updates have been introduced to the Messaging module:

Support for reaction metrics reporting for Whatsapp HSM templates

Sprinklr now allows you to report on emoji reaction metrics for WhatsApp HSM templates. This enhancement introduces new metrics for tracking emoji interactions. You can now report on - the total number of reactions on all messages for an account, the total number of reactions for a particular template sent to different users, and the volume of reactions across different emojis.

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WhatsApp Business Account dropdown while creating Whatsapp HSM

You can now select a WhatsApp Business Account (WABA) and view its associated WABA Name, WABA ID, Account Name, and Account Number directly within the Digital Asset Manager's Omnichannel Templates section while creating a Whatsapp HSM Template. This enhancement is designed to streamline the process of creating WhatsApp HSM Templates by providing all relevant account information in a single dropdown. Users no longer need to struggle with unfamiliar WABA values, as all four key entities (WABA Name, WABA ID, Account Name, and Account Number) are displayed upfront.

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Guided Workflows

The following updates have been introduced to the Guided Workflows module:

Reporting on agent activity

The new Agent Activity tracking feature also known as Guided Workflow Telemetry provides comprehensive visibility into agent interactions within guided workflows. This tool tracks key metrics such as scroll depth (25%, 50%, 75%, and 100%), button actions (clicks, names, and actions), and time spent on each screen.

This enables you to identify process gaps, address inefficiencies, and improve workflow performance. Implementing insights gained from telemetry can lead to higher completion rates for guided workflows, enhancing productivity and efficiency.

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Version Comparison Tool

With the 20.2 release, you can now select and compare different versions of guided workflows. This feature enables you to identify the differences between the selected versions, allowing for easy updates. It also simplifies debugging by providing a node-wise comparison of the alterations, making it easier to understand and track modifications.

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Google Analytics integration with external guided workflows

You can now integrate your external Guided Workflows with Google Analytics. You can track the usage of your external webforms directly on your Google Analytics dashboard by entering your Google Analytics G-Tag on your Sprinklr platform.

This integration allows you to track and analyze user interactions, active users, and various metrics related to Guided Workflows on your brand website.

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Support for rendering record forms in guided workflows

Guided workflows are now integrated with record forms, enabling you to open an inline record form within a workflow. Record forms, part of our Entity Studio offerings, are used to create/edit new records for a specific entity type.

With this new integration, you can create/edit records directly through record forms in guided workflows, reducing the configuration required for dynamically creating records within these workflows. You can also ensure that all validations applied to the record forms are adhered to, improving data integrity and user experience.

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Handling quick window while switching cases

Guided Workflows can be accessed in the Care Console through three views: Modal, Third Pane, and Quick Window. With the latest enhancement, when an agent navigates to a different case, the Guided Workflow in the Quick Window view will automatically disappear to prevent accidental edits. Upon returning to the original case, the Guided Workflow will reappear, preserving its state.

This improvement minimizes confusion for agents when switching between cases and reduces the risk of unintended edits.

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Regex support in phone number component

You can now leverage Regex validation within the Phone Number component in your guided workflow . This feature allows you to define custom patterns for phone number input. If the user input does not match the defined pattern, a clear and customizable error message will guide users to the correct format. The default placeholder has been updated to ^+91\d{10}$, aligning with the standard 10-digit phone numbers with the country code (+91).

This improvement enhances data accuracy and consistency across your applications.

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Conversational AI

The following updates have been introduced to the Conversational AI module:

User Interface(UI)/User Experience(UX) changes

UX Enhancements

• Simultaneous login feature - You will now be notified about any changes been made to your dialog tree by another user. This ensures you are always working with the latest version, preventing wasted effort and reducing errors.

• “Save As Draft” option’s visibility to be toggle controlled and “Save & Deploy” has been renamed to “Save”– The “Save as Draft” option in dialog trees shall no longer be visible by default. You can, however, control the visibility of the "Save as Draft" option through a toggle in the Admin Panel. Additionally, the "Save and Deploy" button has been renamed to "Save" for clarity.

• Toggle for advanced modules - You can now manage advanced modules with a new toggle in the Admin Panel under Advanced Settings, which is disabled by default for new applications. The toggle controls the Discovery Run, Guardrails, Approve Feedback, Flows, and Synonyms and Misspellings modules. This feature simplifies initial setup and provides better control and customization for administrators.

• Introduction of character limits on Intent Model Level for Zero Shot – A character limit of 10,000 characters has been added as validation in the intent name and description (total) for Zero Shot Model Intents. This feature ensures that the intent names and descriptions are concise and within the specified character limit.

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Simplified Deployment Settings

• Enhanced deployment settings accessibility- Deployment settings are now directly accessible within the Dialogue Tree user interface. Additionally, the deployment status can be conveniently viewed in the deployment summary.

• This enhancement streamlines the deployment process by providing easy access to deployment settings and a clear view of the deployment status, improving efficiency and user experience.

• You can now un-deploy a Dialogue Tree from all deployment settings, providing flexibility in managing configurations. New validation checks ensure a bot cannot be deployed multiple times in different roles, and unsaved Dialogue Trees cannot be deployed, prompting you to save first. The "Save and Deploy" option is now "Save" for clarity, improving deployment management, reducing errors, and enhancing user experience.

• The columns in Dialogue Trees have been re-arranged for users to facilitate easier dialog tree navigation and management.

• The "Edit Settings" option has been removed from the Dialogue Tree management option to streamline the user interface and enhance the overall user experience. Users will now utilize the in-line editing functionality to make changes directly within the dialogue trees, simplifying the process and making it more intuitive and efficient.

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Usability Enhancements

• You can now manage the visibility of Deployment Settings to at the application level using the “Deployment Settings” toggle present under Additional settings in Admin Panel.

• You can now view the priority of each intent model directly on the Intent Model Card. This feature provides a clear and immediate understanding of the priority of intent models.

• Discovery Run option has been removed from the third pane for interface simplification and enhanced usability.

• Within Discovery runs, the Dialog Intents & Discover Workflow tabs have been removed in the view option.

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Debug Log Enhancements

• UI Elements Update

  The UI elements for Debug Log nodes in conversations have been updated to provide a more intuitive and efficient user experience. These enhancements include-

  • Introduction of new nodes - The following new nodes have been added-

    • Local Timeout

    • Global Timeout

    • Context Switching

  • Handling fallback responses

  • Simplifying context switching triggers

  • The color and icon scheme for Debug Log nodes has been updated to enhance visual clarity and usability.

    These improvements will streamline the debugging process, making it easier for users to identify and resolve issues within their conversational AI flows, leading to more efficient optimization and troubleshooting

• Trigger filter mismatch indication - You can now see an indication for Trigger Filter Mismatch in the Debug Log when no trigger filters are selected. This enhancement ensures that any mismatch in trigger filters is clearly indicated, helping you to quickly identify and resolve issues.

• Visibility of dialogue tree name, comments, and version on View Trajectory in Conversations - You can now view the Dialogue Tree Name, Comments, and Version directly within the View Trajectory in Conversations. This enhancement provides a comprehensive overview of the Dialogue Tree, including version comments, ensuring you have all the necessary details at a glance.

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Dynamic workflow node enhancements

• Backward compatibility – All previously created dynamic workflow nodes will continue functioning as usual. However, any new nodes created will include the latest features and functionalities.

• Introducing Skill Builder - Dynamic Workflow Node now supports GPT functions. These are known as “Skills” in the dynamic workflow node. You can create these skills in dynamic workflow node using the newly introduced “Skill builder” within the Manage section. Additionally,once created, you can use @ to utilize any created skill within the dynamic workflow node.

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FAQ+ | Auto-learning in bots

You can now integrate your service platform cases into your knowledge base. This feature allows the Sprinklr AI to ingest conversations and cases as a source of information for the faq+ bot. Sprinklr machine learning uses these cases to generate question and answer pairs from the relevant information found within the case. These pairs are then stored and used as a source of information for the bot.

This enhancement ensures that the bot has access to a richer source of information, improving its ability to provide accurate and relevant answers to user queries. By leveraging real conversations and cases, the bot becomes more knowledgeable and efficient in assisting users. This feature also allows for filtering and auto-syncing of cases, providing flexibility and control over the information being integrated.

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Support for GTS in changeset

The 20.2 release has added support for Golden Test Set (GTS) as a dependent value in Changeset when Intent Model as Entity is selected has been added.

This enhancement allows seamless migration of intent models along with their GTS, ensuring consistency across environments.

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Support for raw prompt in API schema

You can now view the actual prompt sent to OpenAI in the API output response for Smart FAQ. This enhancement captures and displays the exact instructions entered by the user and ensures that all components combined to form the input for ChatGPT are visible in the output, providing greater visibility into the input sent to ChatGPT.

This feature significantly improves debugging and transparency by allowing users to see the exact input sent to ChatGPT and helps in understanding the system's behavior.

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Removal of golden test set within FAQ+

The Golden Test Sets (GTS) section in the Smart FAQ model is being removed with the 20.2 release. A completely revamped GTS section with new and exciting featured will be relaunched in the future releases.

This change will not impact any current customers. As the removal is part of our ongoing efforts to enhance and improve the functionalities we offer.

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Navbar changes in conversational AI

The Navbar in Conversational AI has been revamped to include an Intent Model section for better integration and management, while the FAQ Bot, Application Level Reporting, and Home options have been removed to streamline navigation and enhance usability.

These changes improve efficiency and provide a more focused user experience. Users will find it easier to access essential tools, reducing the time spent navigating through the interface.

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Simplified Context Switching Reporting

With the 20.2 release, you can now track Simplified Context Switching on a case level using Sprinklr reporting. This feature filters out Context Switching Cases, enabling more streamlined and focused analysis.

This enhancement improves case management and reporting accuracy by removing unnecessary context switching data.

Journey Facilitator

The following updates have been introduced to the Journey facilitator module:

Introduction of new journey statuses and disallowing updates for running, completed, and active Journeys

This update introduces new states and places restrictions on updating journeys in specific states to ensure data integrity and avoid unintended changes.

For Manual Journeys, the states can be –

• Draft – all saved journeys will have the status as draft

• Running – all journeys currently executing will have status as running

• Completed - all successfully completed journeys will have the status as completed

• Stopped – all journeys that were halted or stopped before completion shall have status as stopped.

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When a manual journey is in the Running state, the Update option will not be available, preventing any updates to the journey settings. This ensures that ongoing journeys are not altered mid-execution.

Similarly, for manual journeys in the Completed state, the Update option will not be available, ensuring that completed journeys remain unchanged.

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For Trigger Journeys, the statuses can be –

• Draft – all saved journeys will have the status as draft

• Active – all journeys which are currently executing or live will have the status as active

• Inactive – all journeys which have been halted or stopped will have the status as inactive

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For trigger-based journeys in the Active state, the Update option will not be available, preventing updates to the settings.

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This enhancement improves the stability and reliability of journey executions by preventing changes to journeys that are in critical states.

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New deployment settings for manual journeys

You can now configure explicit deployment options for Manual Journeys, providing clarity on how manual journeys are triggered. This enhancement addresses user confusion by offering clear deployment settings. The now available options are:

• Trigger Only Once: The journey will trigger on a profile list/segment only once, ensuring that each profile enters the journey only a single time.

• Trigger Repeatedly: The journey can be triggered multiple times on a profile, allowing for multiple iterations per profile.

This feature allows you to control how journeys are triggered on profiles, ensuring a smoother and more predictable user experience.

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Exception handling in message node

You can now handle failures/exceptions in the Message Node V2. This update introduces a “Handle Messaging Failures” toggle button that allows you to define actions based on message failures. Therefore, you can now have dedicated paths based on successful or failed delivery of your messages.

This enhancement allows you to create more flexible and user-friendly journeys.

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Initial reach and tool tip displayed during Segment list selection

You can now view the initial reach for various segments directly within the Basic Settings of the create manual journey page. When you select a segment, the initial reach is displayed to the right-hand side of the segment name.

This feature enhances your ability to quickly assess the reach of different segments, improving your decision-making process and efficiency.

To know more about this feature, refer to the ​Create a Manual Journey in Journey Facilitator article.

Journey Facilitator Audit Logs in Reporting

You can now access a comprehensive audit log for all API calls made to the Journey Facilitator via APIs using Sprinklr Reporting. This feature provides detailed information on request payloads, response statuses, the number of times an API was triggered, and endpoint statuses thus providing a consolidated view of all API interactions.

This enhancement allows users to trace API call details beyond the current call, providing a consolidated view of all API interactions thus improving the debugging process.

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Test on single profile for manual journeys

With the 20.2 release, you can now test your manual journeys on a single profile without having to upload the profile list or create a profile list/segment. This feature allows you to run the journey instantaneously on a selected profile, even if the profile does not exist in the platform, as it will be created automatically.

This enhancement significantly reduces the time and effort required to test Manual Journeys, making the process more efficient and user-friendly.

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Agent Assist – Smart Comprehend and Smart Responses

The following updates have been introduced to the Agent Assist (Smart Comprehend and Smart Responses) module:

AI led anguage expansion for Smart Comprehend and Smart Responses

Smart Comprehend: Dutch and Italian support

Smart Comprehend, interprets case conversations and generates queries for the ML models to predict relevant KB articles in real-time. This expansion allows you to support Dutch and Italian languages, enhancing your ability to provide accurate and timely knowledge base recommendations.

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Smart Responses: Arabic, Italian, and Dutch support

Smart Responses facilitate generation of reply suggestions for agents during conversations. With the addition of Arabic, Italian, and Dutch support, you can now enhance communication efficiency and customer satisfaction in these languages.

AI+ Studio

The following updates enhance AI+ Studio by offering greater flexibility in workflow design and expanding support for the latest AI models, enabling better performance and customization for your AI-driven processes.

Deploy Use Case Using the Process Engine

Introducing Process Engine (Workflow Builder) for AI+ Studio in the "Deploy Your Use Cases" section. The Process Engine (Workflow Builder) is an intuitive, free-flowing canvas designed for creating and managing AI workflows. It supports both simple single-step tasks and complex multi-step processes, offering the flexibility and efficiency needed for seamless workflow design.

Refer to Deploy Your Use Cases Using Process Engine in AI+ Studio for more details.

Support for Anthropic's Claude Model

AI+ Studio now supports integration with Anthropic’s Claude models, offering advanced generative AI capabilities. This enables seamless interaction with Claude's models making it easier to enhance workflows.

Supported Claude Models:

• Claude 2.0

• Claude 2.1

• Claude 3 Sonnet

• Claude 3 Haiku

• Claude 3 Opus

• Claude 3.5 Haiku

• Claude 3.5 Sonnet

• Claude 3.5 Sonnet (New)

Support for X(Twitter) AI

AI+ Studio now supports X AI’s latest models, Grok, enabling partners to leverage these cutting-edge capabilities in their workflows.

Supported Grok Models:

• grok-beta

• grok-2-1212

• grok-2-vision-1212

Support for Multiple Model Types for AI Providers

AI+ Studio now offers support for multiple model types across supported AI providers. Models are now clearly categorized by type for each provider, simplifying the process of identifying and selecting the most appropriate model for your needs.

Dynamic Deployment Settings

Deployment-specific additional settings can now be configured directly in AI+ Studio.

Key Updates

1. Custom Deployments

• Users can specify and adjust additional settings during deployment creation.

• Post-creation edits to these settings are also supported.

2. Default Deployments

• Users can view all deployment details, including basic and additional settings.

• Modifications to settings are restricted for default deployments.

Support for Sprinklr In-House LLM

Sprinklr In-House Large Language Models (LLMs) are now integrated into the AI+ Studio.

Key Updates

• You can view the "Sprinklr In-House LLM" provider directly in the Providers Record Manager (RM).

• All models under the Sprinklr In-House LLM are displayed for easy access.

UI Enhancements: Hovering over the "Sprinklr In-House LLM" provider card reveals an action button: View Models.

Agent Copilot

The following updates significantly enhance Agent Copilot's functionality, making it more versatile, efficient, and user-friendly for businesses.

Language Expansion (Phase 1)

Agent Copilot now supports multiple languages, aligning with AI+ case summary capabilities. Supported languages include:

1. English - en

2. Arabic - ar

3. German - de

4. Italian - it

5. French - fr

6. Spanish – es

Answer Search from External Documents

Agent Copilot can now learn from documents and recommend answers to agent from a resolved case.

Documents such as but not limited to .pdf, .docs, .xlsx, .txt can now be added to copilot's knowledge through 'Training Content' section of the twin associated with copilot widget.

Turn off Auto scroll for Copilot Responses

Responses that exceed the visible widget height will no longer auto-scroll.

Current State: Agents had to scroll back to the top to read long responses.

New Behavior: Responses stay at the top, saving time.

Advantage: Reduces agent effort and lowers average handling time (AHT).

Case-Level Tracking for Copilot Usage

You can now track how Agent Copilot impacts case performance with new analytics features.

To track the AHT impact of Agent Copilot on cases where copilot has been used vs where it is not used, we have introduced a new value in the dimension 'Feature'. Insights that can be generated are:

• AHT of Cases where Agent Co-pilot was used and not used.

• Usage of Agent Co-pilot.

• Name of the user who used Agent Co-pilot.

Expand or Collapse Copilot Widget

Agents can now minimize or expand the Copilot widget to manage workspace efficiently.

New Features

• Collapse the widget with a button, controlled from the Care Console Manager.

• Default widget state (expanded or collapsed) can be configured by brands.

• Auto-expand when agents type in the collapsed state.

Dynamic User Prompts

Businesses can now customize Copilot prompts to fit their unique workflows. The prompts can be mapped to a task present inside the associated digital twin application.

Features:

• Add or modify prompts (title, description, task type, icon).

• Map prompts to specific tasks in the Care Console Manager.

• Translations for prompts available in the Translation tab.

Case Summary Enhancements

The on-demand case summary card now includes advanced formatting and new features:

Capabilities:

• Title and customizable sections based on GPT-generated content.

• Options to edit, save, and add summaries as case notes.

• Timeline highlights major case events, including issues raised, follow-ups, and escalations.

• Mentions personal details, screenshots, and images shared by the customer.

New Buttons:

• Add Note: Saves the summary in the note panel.

• Save Summary: Stores the summary in the third pane.

Import Historical Cases to Copilot's Knowledge

Agent Copilot can now leverage resolved historical cases for response recommendations.

Key Features

• Add cases through the "Training Content" section in the Care Console Manager.

• Auto-sync historical cases based on filters at defined intervals.

Impact: Provides agents with quick access to past resolutions, improving response quality.

​Workforce Management

Enhancement to Schedule Scenario Process

In this release, you can now directly navigate to the scheduled scenario that generates the current agent schedule. This feature will provide enhanced visibility and quick access to the source scenarios, improving usability. It will enable planners to make faster adjustments and validations.

The CTA button would be visible in day view of the Master Scheduler, located next to each shift for the selected date.

The CTA button opens the relevant schedule scenario from which the shift was created, taking you directly to the scenario linked to the shift starting on that specific date.

Enhancement to Forecast Scenario Planning

This feature helps you to apply aggregate by sum, mean, max at the column level for the following columns:

• Volume

• AHT

• Abandonment Rate

• Shrinkage

• Max Occupancy

• Min Service Level Goal

• Min Service Level Time

• Required FTEs

• Predicted SL

• Predicted Occupancy

As a Forecaster, you should be able to aggregate the Volume Column by Sum to track weekly or monthly case inflow, the AHT Column by Mean to evaluate average handling time across departments, and the Required FTEs or Occupancy by Max to determine the agent count and maximum capacity needed for forecasted cases.

There is also a possibility to adjust the width of the column.

Enhancement to Forecast Adjustment Page

A tooltip is added to the impact field on the forecast adjustment page to provide a clearer explanation for you.

Enhancement to Shift Trade Policy

This enhancement of matching criteria will enable agents to swap shifts with others based on specific conditions.

Matching Criteria:

• Only eligible agents will receive notifications for open swap trade requests.

• Only if the agent meets the All Matching or None Matching criteria they will be able to trade.

After a successful shift trade, you can check for overlapping shifts to avoid conflicts and it ensures the agent’s skills are retained.

Change in Detection Logic for the Ignore Events in the Forecasting Scenario

Previously, the system detected events in the forecast scenario by checking historical dates, workloads, parameters, and future dates defined in the event creation form. However, Ignore events were not detected as they lacked a future date. In this release, the logic for detecting Ignore events has been updated to detect them based on:

• Historical Dates

• Parameters

• Workloads

Enhancement in Shift Creation Form

In this release, we have enabled a Clone Option that helps you to clone and copy all input fields related to activity insertion within the Shift Creation Form.

Notification to Approves/Rejects Leaves or Shift Trade on Behalf of Direct Manager

In the WFM module, an admin (or other authorized user) who is not the direct manager of an agent can approve or reject leave requests or other types of requests on behalf of the direct manager. However, currently, the direct manager was not getting notified when someone else, who is not the manager, approves or rejects an agent's request.

In this release, direct managers will receive a notification as soon as someone takes action on requests from their reporting team.

Enhancement in Shift Bidding Creation Form

The shift bidding creation form has been enhanced to allow workload selection instead of the staffing report. A new workload selection field has been added, which now restricts user choices to only include those present in the queue associated with the selected workload.

Enhancement to Shrinkage Report

The Shrinkage Report has been enhanced with new metrics, filters, dimensions and sample calculations to improve workforce management analysis. The following enhancements have been made to the report:

• Scheduled Shrinkage: Shrinkage duration based on the scheduled activity.

• Actual Shrinkage: Shrinkage duration based on the present activity.

• Paid Shrinkage: Scheduled shrinkage duration that is configured and paid.

• Unpaid Shrinkage: Scheduled shrinkage duration that is configured and unpaid.

Export Schedule Scenario in Updated Format

An export option has been added to the schedule landing page, allowing you to export the entire schedule report.

BE Validation for Metric based Columns in Forecast Scenario Import Workflow

While importing a forecast the validations are added to check errors while trying to import. Criteria for validation are as follows:

• Volume >= 0 [Data Type: Float / Double; Measurement: Count]

• AHT >= 0 [Data Type: Float / Decimal; Measurement: sec]

• Abandonment Rate >= 0% && Abandonment Rate < 100% [Data Type: Float / Double; Measurement: %age]

• Shrinkage >= 0% && Shrinkage < 100% [Data Type: Float / Double; Measurement: %age]

• Max Occupancy > 0 && Max Occupancy < 100% [Data Type: Float / Decimal; Measurement: %age]

• Min SL Goal > 0 && Min SL Goal < 100% [Data Type: Float / Decimal; Measurement: %age]

• Min SL Time > 0 [Data Type: Float / Decimal; Measurement: sec]

• Required FTEs >= 0 [Data Type: Float / Decimal; Measurement: Count]

If a planner attempts to enter a value outside the defined ranges, the imported forecast will fail, and an error code will be generated. The error code will include a descriptive failure reason and mention the Root Cause Analysis (RCA) for the failure.

Add Confirmation Modal Before Removing Agents from Schedule Landing Page

Currently, removing agents from the Schedule Landing Page is a one-click process. To prevent accidental removals, a confirmation modal in the form of a pop-up will be added, prompting a re-confirmation before an agent or multiple agents are removed.

Addition of Apple messages for Businesses in Staffing Presents

We now support Apple Messages for Business in staffing.

Ability to Display All Agents and Update Agent Status and State Count in RTA Dashboard

Currently, in the RTA Dashboard, Real-Time Adherence is calculated based on the current statuses of agents in real-time, compared to the activity they are scheduled for (provided the schedule is in a released status). As a result, only agents with a released schedule are visible.

In this release, the RTA Dashboard now includes all agents on the platform, even those without a released schedule.

Ability to Import Shift Patterns

For partners onboarding to WFM as part of the new implementation, especially those with a large number of shift patterns, they would be able to enter the data in an Excel sheet using the provided format and upload the file through the Import Shift Patterns button. This feature will streamline the configuration process, enabling a single file upload that contains all the required columns to set up shift patterns, thus improving the overall efficiency of the Workforce Management tool.

​Reporting and Analytics

Introducing Service Analytics Data Source

We have introduced the Service Analytics Data Source, which will be your go-to Data Source for comprehensive analysis of Sprinklr Service. With this new Data Source, we are bringing the following enhancements to Sprinklr Service Reporting (Currently, it is in beta and available to a limited number of users.):​

• Revamped Reports and Introduction of Report Groups: We have revamped the Reports used in Sprinklr Service Reporting and introduced Report Groups, which are collections of related Reports that simplify the process of accessing relevant Metrics and Dimensions when creating a Widget. Refer to Detailed Reports Glossary to view the revamped Reports.​

Agent Performance Masking

We have introduced Threshold-Based Agent Masking, which allows you to set agent count thresholds, ensuring compliance with regulatory requirements by masking performance data when thresholds are not met. Enhanced Policy Configuration offers Edit, Delete, View, and Reset functionalities, simplifying the setup and management of agent masking policies. Additionally, Real-Time Error Notifications display actionable error messages when thresholds are not met, guiding users to adjust time ranges or filters for accurate data aggregation.

Standard Services Reporting Dashboards

Standard dashboards are now available, tailored to key industry use cases and KPIs, allowing you to quickly access relevant insights.

including Out-of-the-Box Metrics and Dimensions to minimize setup time and accelerate insights.

These standard offering are provided to empowers you with actionable data at your fingertips, driving faster decision-making and boosting efficiency.

Exposing Fields in Universal Product Cart Data Source

We’ve enhanced the Universal Product Cart data source by adding new dimensions: Case Creation Time, Case Handled By, Channel Case Number, Prompt Creative, and Customer Profile Details. These dimensions offer deeper insights at the case level, including the time a case was created, whether it was handled by a bot, agent, or both, the external channel’s case number, the unique ID of the prompt creative, and the website link associated with where the case was managed. This improvement enables more granular analysis and better tracking of case details across various touchpoints.

New Dimension Added to Voice Agent Performance Report

We’ve added a new dimension, Required Skills at Assignment, to the Voice Agent Performance Report, allowing the identification of the unique skills associated to the call that are required for an agent to receive a call at the time of assignment.

Non-Common Record Generation

This feature allows you to combine non-common records and create a new joint dataset.

Example:

Scenario 1 Scenario 2

X, Y,Z X, A, B , Z

Non-Common Joint would-be Y, A,B.

Journey level Reporting for IVR, Voicebot & Chatbots

To provide accurate, comprehensive reporting at the journey level for IVR, voicebot, and chatbot flows, the system captures each unique journey a customer takes within a call (case). It supports custom journey definitions, tracks call progression through each journey, and records snapshot values for every journey.

Journey-level reporting tracks and records every journey within a call or case, whether completed, abandoned, or undefined. This includes:

• Start and End transactions to define journeys across IVR, voice Bot, and chatbot systems.

• Backend reporting to track calls and cases through each defined journey and capture relevant data at the journey level.

• View-only reporting of journey definitions, providing easy management and visibility for users.

​​Knowlegde Base

The following features are being introduced in Sprinklr Service’s Knowledge Base module:

Ability to Open Articles in a New Tab from Smart Assist or Knowledge Base Widget

You can now open articles in a new tab from the Smart Assist third pane or the Knowledge Base third pane on the Agent Homepage. This feature is especially useful for agents who are uncertain about the issue or which article to reference, as it allows them to view multiple articles simultaneously.

Ability to Define Content Variables Based on Custom Fields

Content Variables can now be configured to display data based on a single Custom Field or a combination of Custom Fields. Previously, they could only be configured using Country and Language parameters. This enhancement allows for conditional content display to end users or agents. Additionally, you can define separate values for desktop and mobile devices.

Labels in Smart Assist Displayed in the Local Platform Language

Labels in Smart Assist will now be translated and displayed in the user-selected platform language. Localized labels will appear on the article card, overview pane, and category filter. You can also search for labels visible on the UI based on the platform language. The default (English US) labels will be shown if no translated label exists.

Enabled Snapshot Reporting for Custom Fields in Articles

We have enabled snapshot reporting of Custom Fields related to articles. This allows you to plot and track data stored in these Custom Fields over a specified period.

Introduction of Nested Category Filter

We have introduced the Nested Category filter, which can be used in Reporting Widgets to display all sub-categories and articles within the selected category. When this filter is applied, categories and articles preceding the replaced category in the hierarchy will not be displayed in the Widget.

Mobile App Notifications for Approval Workflow

We have added support for push notifications on the Sprinklr Mobile App for Knowledge Base approval workflow. Below are the events for which push notifications have been enabled:

1. If you have received an article for review.

2. If an article that you sent for review has been approved or rejected.

Improved List Editing in the Text Editor

We have improved list editing in the text editor to ensure consistency with other editing tools. Below are some of the improvements made to the list editing:

• You can update the lists to add content between two items or remove an item.

• Selecting the “Increase Indentation” option while creating a list creates a sub-nested item, while selecting the “Decrease Indentation” option reverts the item to its previous nesting level.

• Indentation can be done by selecting multiple items in a list.

Thank you for using Sprinklr Service. The 20.2 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.