A Persona App is a simplified interface designed specifically for a user and with a point of view of userthe 's daily activities. In Sprinklr, a set of standard persona apps are available based on common use cases, across product suites that do not need any customization. The users can be Agents, Supervisors, Quality managers, Insight Analysts, and many more. Even users of the same type can have to do entirely different tasks based on their organizational role. To smoothen the user's experience, the persona app editor enables to do customizations on top of the existing persona apps. The persona app manager is a one-stop solution that helps field teams to make configuration changes in persona by a few clicks. 

In this article, we will learn what customizations can be done via the persona app editor and how one can use it to make changes to the persona app.

Accessing the Persona App Editor 

1) Go to All Settings.

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2) Click on Persona App Manager in Manage Customer.

Create a new Persona App 

The user can create the clone of standard persona apps and customise it based on the use case. 

Steps to Create New Persona App (By Cloning the Standard Personas) 

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1) Go to three dots which is present against the persona app name. Here, the user can clone a standard persona app with pre defined configuration.

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2) After clicking on clone – a pop up will open from where the name of new persona can be set, and persona app icon be defined.

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Editing an Existing Custom App 

1) Open the persona app manager and double click on the persona app you want to edit. This opens the app within the editor screen.

2) The editor screen lists all of the menu items which are part of the app currently. Menu items are grouped into primary, secondary and footer based on the location in the left navigation 

Add new modules in persona 

1) Click the Plus button to add a new menu item.

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2) Search for the required menu item name to be added and choose.

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3) Also select the location the menu item has to appear - primary/secondary/footer.

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4)The selected menu item gets added and reflects in the list of menu items.

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Frequently used modules that are added in persona app manager 

• Call - This helps to add call icon in persona. 

• Engagement Dashboard - This helps to add call icon in persona. 

• Voice Campaign Console – This helps to add campaign monitoring screen in persona.

• Queues – This helps to add Unified Routing Queue Page in persona.

• Campaign Manager – This is used to add Campaign Manager screen in persona from where persona user can create campaigns. 

• Voice Segment Manager - This is used to add segment manager screen in persona from where persona user can create campaigns. 

• Create Case - From here persona user can create case.

• Guided Workflow Runner - The Guided Workflow Runner enables users to incorporate a guided workflow directly into their persona, facilitating seamless execution. Users can select the specific Guided Workflow to execute simply by clicking on the corresponding tab.

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Adding Sub Navigations for Menu Items 

When users need to see related modules together as a sub navigation, this is the best approach.

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1) Click the Plus button and search for “Sub Navigation Item”. Choose this menu item and location.

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2) Click the sub nav item to open configurator. 

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3) Under the configurator, click “Add Item” and choose the modules you need to get added.

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4) Clicking on any item within the table lets you edit its settings.

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Add sub navigation item  

Add sub modules 

Final UI post saving the changes 

Reorder or Delete Menu Items 

1) Hover over any menu item and drag to reorder it.

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2) Drop the menu item in the new location, you can also drop it in a different section (Primary, Secondary or Footer).

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3) Use the Trash icon near any of the menu item to remove it.

Menu Item Configurations 

Persona Level Configs

Univeral Search Categories 

Search Categories 

Choose what all items you would need to search from when using the persona app 

User Menu 

Choose options under the Avatar button in the persona-only mode 

Brand Icon 

Add support to make Sprinklr brand icon non clickable. 

Control User Status Visibility 

From persona app manager use can control for which status we need to show status icon upfront. 

Configuration 

For Available, Outbound and Email/Chat status icon won’t come upfront.  

Make drilldowns on reporting widget  

Refer to this article - Drill-down into reporting widgets with Explore Lenses