Relevant personas

To whom is this feature relevant?

• Admins / Account Owners who have the credential brands' official social media and messaging accounts and are authorized to add/remove these accounts in Sprinklr and control permissions to other users for various use cases like publishing / engaging / reporting.

• Social Media Managers who, along with their teams, extensively access these social media and messaging accounts - require them to know how these accounts and their permissions are managed in Sprinklr.

Use cases

What business problem it solves, and what can it achieve?

• Adding accounts in Sprinklr allows you to view, engage with, publish to, and manage the inbound and outbound messages for various social channels.

• Single users can add multiple accounts across the same, as well as different channels on Sprinklr.

• Different types of accounts for a single channel can be added with the correct access to perform actions as per the user’s requirement.

• Any account in Sprinklr remains active as long as the access token is valid. If the token is invalid, the account becomes inactive (deactivated). To make the account active or re-add it, a new link will be created.

• Deleting/deactivating all unwanted accounts is also possible on Sprinklr.

Value

Why is it beneficial?

Account management in Sprinklr lets you:

• Manage all your activity across social media and messaging accounts from a single platform.

• Safe and controlled access to users to perform specific actions for each channel/account.

• Create a Sprinklr entity for each social media / messaging account of the brand.

Availability

How to access the feature?

• General Availability for all the users if the following account permissions are given to them.

• Exception: Workspace users can add accounts only if it is enabled.

How the accounts feature works

What are the steps to use the feature?

For adding accounts

Adding accounts via Sprinklr platform

1. Click the New Tab icon. Under Governance Console, click Social Accounts within Listen.

2. In the top right corner of the Accounts (Settings) window, click Add Account.

3. On the Add Account window, search and select desired social channel from the list of channels.

4. Depending on the account type, you may be prompted to login natively using the credentials for your native account and perform the authentication.

5. Once you have added an account within Sprinklr, you will be redirected to the Update Account window where you can update the details of your account.

6. Click Save in the bottom right corner.

Account authorization

Step 1 - Adding accounts via Email

1. Click the New Tab icon. Under the Sprinklr Social tab, click Owned Social Accounts within Listen.

2. On the Accounts (Settings) window, click the dropdown arrow next to the Add Account option and select Notify user to add account.

3. In the Send Email To Add Account pop-up window, enter the desired email IDs under Send Email to.

4. Under Details for Account to be added, you are required to fill the following options as per your requirements:

   • In the Get account added for field, select the account type from the drop-down menu. Additionally, you can choose Select All, if you wish to add all the social networking accounts.

   • Next, enter the desired message under Add a message to communicate with the Email IDs.

   • Click Send in the bottom right corner.

Step 2 - Adding accounts via Email

1. Check your email to continue the procedure of adding the social networking account in Sprinklr.

2. Click Add Account or click the link provided in the email. The link logs you into the site automatically.

3. Next, on the Select an account to authorize window, click the Addition icon alongside the desired social networking channel.

4. Once you have successfully authorized the social networking channel, click Continue in the bottom right corner.

5. On the Verify your Account window, enter the OTP you have received in the respective mail ID.

6. Click Validate OTP in the bottom right corner.

7. Once you verify the account(s), then you will be able to view the final confirmation window.

De-activate and re-add Sprinklr accounts

De-activate an account

1. Click the New Tab icon. Under the Sprinklr Social tab, click Owned Social Accounts within Listen.

2. Hover over the desired account's Options icon and select Deactivate.

3. The deactivation will happen immediately and will require activation and authentication if the account is to be added back.

Subscribe to de-activation notifications

1. Click the New Tab icon. Under Governance Console, click All Settings within Listen.

2. From the Manage Workspace section on the Platform Settings pane, select Account Groups.

3. Hover over the Options icon of the desired account group and select Edit.

4. Under the Subscribers section, select User/User Groups to subscribe accounts groups to send a notification when any user deactivates.

5. Click Save in the bottom right corner.

Activate an account

1. Click the New Tab icon. Under Governance Console, click Accounts within Platform Setup.

2. Hover over the Options icon of the deactivated account and select Activate.

3. You can also click the Red Triangle icon corresponding to the deactivated account. The account will be activated.

Re-add an account

1. Click the New Tab icon. Under Governance Console, click Accounts within Platform Setup.

2. If your account is deactivated due to invalid access tokens, click Re-Add.

3. You will be prompted with the account type's unique authentication process similar to the steps in Add an Account.

Remind owner to re-add the account

1. Click the New Tab icon. Under Governance Console, click Accounts within Platform Setup.

2. If an account is deactivated due to the invalid access token, the admin can send a reminder to the account owner to re-add the account.

3. To send a reminder, hover over the account's Options icon and click Remind owner to re-add.

Deleting social media accounts from Sprinklr

The Remove Account or Delete Account option is removed from the UI to minimize accidental deletion of accounts. You can reach out to you Success Manager to delete the account that was added by mistake.

Common errors while handling accounts in Sprinklr

Account-related error messages can occur for a number of reasons and can result in users being unable to publish, engage, or report on social accounts in Sprinklr.

Below, you will find a number of common account-related error messages and the reason for encountering those errors. These issues can be resolved by re-adding accounts in Account Settings.

Best practices

As best practices, please ensure the following:

• For any social account to be added/re-added into sprinklr, the user should have the utmost access to the account/accounts. Example: Super Admin in case of LinkedIn.

• Make sure to always check the Users/User Groups, to whom you want to provide the respective Permissions of the account while adding. Also check the user groups in which you want to include the accounts.

• Make sure to add relevant Users/User Groups to the Subscribers list to send them Notifications for all activities on the account.

• Admins should keep a periodic check on if the account is going to expire, are the permissions still relevant to the users, are the users with account still authorized to Sprinklr, etc.