S.No.

Title

Description

1

Channel

Select the channel to reply from.

2

Add Note

Add notes for other agents which will be visible in the Collaboration section. The note box will open with Yellow background to easily differentiate.

When appropriate permission given, you can Edit and Delete the notes. You can also mask the PII data. For more information, see To Mask PII Data in Collaboration Widget.

If the Salesforce connector is enabled, agents will be able to view two options when adding notes i.e., Add Sprinklr Note and Add CRM Note. The CRM notes will be linked to the CRM platform. In Care Console, agents will be able to differentiate between Sprinklr and CRM notes via an indicator that comes alongside every message.

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To learn more about getting this capability enabled, please work with your Success Manager.

3

Expand Reply Box

Click to expand the reply box in case of longer replies.

4

Smart Responses

You can select the desired Smart Response to send.

5

Reply

Enter your response in the reply box. You can add Images, Videos, Links, Canned Responses, Custom Content Placeholders, Text and Channel-specific Templates, Emojis, or GIFs to your response per your needs. You can also enable AI-driven Smart Response Compliance. Click Clear in the bottom right corner to remove the entire text written in the reply box.

Clicking the Smart Assist icon will open the Smart Assist tab in the third pane.

Note:

1. You can also paste the copied image(s)/video(s) into the reply box instead of adding them using the respective icons.

2. While copying any text/table from any source and pasting it over in the reply box, you can remove the formatting.

3. You can disable the 'Add to Dictionary' option for the desired users. When 'Add To Dictionary' permission is not given, the users will not be able to view this option. You can also display a warning message and stop the publishing of an outbound message if any spelling/grammatical errors are present. For more details, see Support for Spelling and Grammar Check.

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4. Using the Content Placeholder option, you can send Secure Forms for collecting PII or any other sensitive customer data.​

5. Notes and replies in the reply box will be retained on case/tab switch.

6. For SMS, you can select the desired phone number from the saved numbers to send the message to.

7. You can keep the reply box open after publishing a post. To learn more about getting this capability enabled in your environment, please work with your Success Manager. You can also control it at user level by reaching out to Sprinklr support.

8. While adding any asset to your message from Digital Asset Manager, you can get the default Case/Account/Outbound Message custom fields filters applied on the Media Uploader window to filter the assets.

Note that when multiple custom fields values are seen in the media uploader then as per AND operation, the respective assets will be shown.

To learn more about getting this capability enabled, please work with your Success Manager.

9. You will get an error notification while trying to send a DM to someone on Twitter who is not following you.

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10. While replying to Reddit messages, you can hyperlink the text.

11. You can get the spell checker enabled at persona level for selected users (not for the complete partner) by raising a support ticket with Sprinklr.

12. While drafting a reply, if a new customer message is received, you will be notified of it with a message notification within the reply box. It will you update the reply with respect to the latest fan message. Clicking Yes on the notification will restore the campaign field. However, the reply text and the publisher (account, reply type, custom properties) will be retained. Also, a success message will be shown saying "We have updated your inputs based on the new message". To learn more about getting this capability enabled in your environment, please work with your Success Manager.

13. Using the Care Console builder, you can clip the canned responses to 3 lines to minimize scrolling.

14. You can close the reply box and the entered text will be retained.

15. For Facebook private messages, if the character count exceeds 2000 then the message will be published in parts. To learn more about getting this capability enabled in your environment, please work with your Success Manager.

6

Reply Properties

Set the reply properties as required.

7

Reply Account

Choose the account to reply from.

8

Reply Type

Select the reply type. These options will vary based on the social channel.

A public message will be highlighted with a Purple icon whereas a private message will be highlighted with a Green icon. To get the colors changed or hide the reply type from the conversation widget, raise a support ticket at tickets@sprinklr.com.

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For X, you can select the Ask To Send Private Message option to publish your tweet with a link that enables users to reply via private message. To hide this option for specific agents, reach out ot our support team at tickets@sprinklr.com.

Also, for public messages, you can get the default reply type set as Reply All via support.

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9

Schedule Message

Schedule the preferred time of reply.

10

Send

Click Send to send the reply. Click the dropdown icon alongside the Send button to view quick macro options. Raise a support ticket at tickets@sprinklr.com with all the information to get Quick Macros enabled in Care Console.

You can also post a reply by pressing Enter and go to the next line with CMd/Shift+Enter. To get this capability enabled, please work with your Success Manager. You can also control it at user level by reaching out to Sprinklr support.

S.No.

Title

Description

1

CC

Add recipient(s) in the CC field.

2

BCC

Add recipient(s) in the BCC field.

3

Text Formatting Toolbar

Open the text formatting toolbar which includes formatting options such as font type, font size, bold, italics, underline, text-align, numbered list, bulleted list, insert table & increase/decrease indent.

4

Reply Options

Includes the options Reply, Reply All & Forward.

5

Preview

Preview the reply before sending it.

Note:

A warning will be shown to reconfirm the recipient's email id(s) in case of an invalid email id before sending the email reply.