Sprinklr Unified Platform and Cross Products' latest 20.2 release introduces a range of exciting new capabilities to enhance integration flexibility and security and simplify workflows. Here are the key features included in Sprinklr's latest release:

Integrations

The following updates improve integration flexibility and simplify workflows for admins and agents:

Notification Alert in Sprinklr iFrame 

Introducing tab highlight as a notification alert for new customer messages within the Sprinklr iFrame to enhance the responsiveness of CRM agents. This feature will alert agents of new customer messages associated with them, even when they are outside the iFrame context. This ensures agents can provide prompt replies and maintain high levels of customer engagement. 

Refer to Care Console iFrame for more details.

Sprinklr V2 APIs

The following updates enhance API functionality, streamline data management, and expand support for critical use cases:

Partial Updates for Sprinklr Universal Profile Fields

The Sprinklr Universal Profile APIs now support partial updates to Universal Profiles. You can partially update both native and custom fields. With this enhancement, you can update the existing values, append new values, or remove values from multi-value picklists. This enhancement is especially useful for customers using CRMs to manage opt-in/opt-out data across multiple customer touchpoints.

Create or Update Translations for Custom Fields  

The Custom Field API is enhanced to support the creation and updating of Custom Field translations. With this API, you will now be able to add localized versions of custom field labels in different languages. 

Introducing Reply on Case ID API

The Reply on Case ID API allows you to respond to a message using its case ID. By default, the response is sent to the last message of the case on the same channel where the last message was received.

Retrieve All Messages using Read Case Endpoints 

The Read Case endpoints in the Sprinklr API now support an option to retrieve all messages associated with a case in a single API call. This enhancement reduces the need for multiple requests and improves the efficiency of message retrieval. 

Sandbox

The following improvement have been made to Sprinklr's Sandbox module:

Option to Push Users Automatically to Sandbox from Production 

Introducing a feature that automatically transitions users from the production environment to the Sandbox. This enhances the customer experience as it simplifies the effort required to create a changeset and deploy it in the destination environment, in addition to reducing the time taken to complete the process. Now a user gets synced with the Sandbox once it is created within the production environment. For additional information, refer the following articles: Sandbox FAQs, Granular Permissions to Access Sandbox Manager, and Sandbox Entities.

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Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). If you have any questions or need assistance, please contact us at support@sprinklr.com.