Omnichannel Handover Protocol
Updated
Sprinklr will enable any external 3rd party Bot to participate in a conversation with the customer on any of the Modern Messaging channels like Twitter, WhatsApp, Sprinklr LiveChat, etc. This capability makes it possible for a brand to use an external or their own Bot for handling automated responses, and pass it to Sprinklr for customer service with live agents as appropriate.
Before You Begin
You are required to integrate your bot in the Sprinklr. For more information, see Sprinklr Developer Portal(https://developer.sprinklr.com/)
Passing Thread Control
The pass control API is used to pass control of a conversation between Chat-bot to Sprinklr and vice-versa, depending on the business use-case. For more information, see Pass Control API.
Acquiring Thread Control
To acquire control of the conversation. The acquire thread control allows a participant to take control of the conversation. For more information, see Acquire Control API.
Releasing Thread Control
To release control back to the primary. The release thread control allows the Bot to release the control of a thread from itself back to the primary participant. For more information, see Release Control API.
Thread Control Management via Sprinklr Rule Engine
You can configure the Sprinklr Rule Engine for thread control actions. Sprinklr Macros can be used in the UI to Pass, Acquire, and Release control. Bot to Agent and vice-versa transfer of thread can be setup using the following:
Setup the Queues
Setup Rules for Pass, Take and Release
Setup Macros
Apply Case Macro for Rule Execution
To Setup the Queues
In Sprinklr, Global Queues are used for Inbound Messages, Suggestions, Approvals, Cases, and Tasks. You can think of queues as invisible folders that house these various types of assets. Queues are filled either by manually adding to them, or by use of automation via Macros, Rules or the Workflow Engine. Using Queue Rules, you can automatically assign messages to queues without the need for any manual action. And as a message moves through a workflow, the message's Workspace Queue can be manually changed in the Engagement Dashboards, or through the application of a macro. For more information, see About Global Queues.
To Configure rules for Pass, Take and Release
Click the New Tab icon
. Under the Sprinklr Social tab, click Manage Rules within Triage.
In the top right corner of the Rule Engine window, click Create New Rule.
In the New Rule window, create a new rule for passing the control, provide a Name and an optional Description for your new rule.
Select Customer from the Rule Scope drop-down menu and Case Update from the Context drop-down menu, respectively and keep the Rule Type as On-Demand, so that it can be triggered manually using Macros.
Enter the remaining details as required and click Next in the bottom-right corner.
In the Rule Engine builder, click the Add Circle Outline icon
to Add Condition.
In the Edit Condition pane to the right, enter a Name for the condition.
Under Conditions Applies To "Conditions on Sprinklr Thread Handover", select Condition participant is as a condition and select the controlling participant as Sprinklr from the drop-down menu.
In the Rule Builder window, click the Add Circle Outline icon
on the Y branch of the condition and select Add Action.
In the Edit Action pane to the right, enter a Name for the action.
Under Actions To "Actions on Sprinklr Thread Handover", select Acquire Thread Control/Pass Thread Control/Release Thread Control as action and select the desired participant from the drop-down to which Sprinklr will pass the control when it is triggered manually via macros.
Additionally, add an action as Add a Note, so that you will be notified in the third pane under Note when an action is completed successfully.
Click Save in the bottom-right corner to save your rule.
Similarly, create another on-demand rule for Take/Acquire Control and Release Control.
To Setup the Macros for On-Demand Execution
Macros are used to execute multiple actions on an entity with a single click. Macros can be used to make multiple changes to entities at once, creating efficiencies in your workflows. You can apply Case macros to messages within Cases to take multiple actions on a Case the same way you can with other entity types. Macros allow you to create efficient Case Management workflows, taking multiple actions on a case at once. For more information, see Add a Macro.
To Apply a Case Macro For Rule Execution
Case Management macros are applied through the Details Pane within the Engagement Dashboards or Agent Console, meaning that the option to apply a Case Management macro will not be present at the top of the screen when a case is selected as it is for message-level macros. For more information, see Case Macros.
Messaging Channels supported by Sprinklr
Line | Kakao Talk | Apple Business Chat | Google RCS |
Sina Weibo | Viber | Sprinklr LiveChat |