Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!

Advocacy

Advocacy | Support for Localization of Advocacy Site in Multiple Languages

Using the localization capability in advocacy, admin can create advocacy sites in multiple languages (Spanish, Portuguese, French, and many more), and then the advocates can use sites in different languages based on their preferences. With this capability, brands can now scale their advocacy site to different countries where people use different languages. It will give them the possibility to reach all employees based in different countries. 

Advocacy | Enhanced Gamification by Giving Time Filter on Badges

With the updated gamification in advocacy, brands can now create badges by applying a time filter. This will give brands the flexibility to have a monthly/weekly competition between advocates and reward those badges accordingly. Once the badge expires, it’ll be removed from all the advocate's profiles.

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Advocacy | Flexibility for Advocates to Filter Leaderboard on the Basis of Screener Response

Using these new capabilities, brands will now be able to create filters on the basis of screener questions and advocates will be able to apply those filters on advocacy. It’ll give advocates the flexibility to see advocates present only in their corresponding departments, countries, etc. Along with the filters on the basis of screener responses, advocates will be able to apply time filters. The filters will be retained once applied even if the user closes their advocacy site. 

Publisher

Publisher | Support for Facebook Live in Sprinklr

Sprinklr has integrated with Facebook live video capabilities. You will now be able to publish or schedule a live post on the Facebook page directly via Sprinklr. Publishing live content on Facebook will allow brands to generate more engagement and better relationships with the audience. 

Publisher | Ability to Publish Video to Sina Weibo   

Sprinklr now supports the publishing of videos to Sina Weibo. Using this capability, you can share videos from the Digital Asset Manager to Sina Weibo through the Sprinklr platform. You will also be able to add thumbnails to the video you are publishing on Sina Weibo. Note that you can add video in the post only while creating a post using Publisher. The option to add video is not available for commenting and direct messaging from the Engagement Dashboards. 

Publisher | Ability to View Instagram Post in Desktop Preview 

You can now view a live desktop preview simultaneously while you type for an Instagram Post in the right pane. By default, the Mobile preview is enabled in the right pane and you can always change it to Desktop preview at your convenience. This will allow you to check how your post will look on different platforms. 

Publisher | Enhancements in YouTube Publishing

We have enhanced some capabilities to publish on YouTube. You can now notify your subscribers on every video you publish on your channel. You can also specify whether the videos can be embedded in an external site and auto-played on the site itself. You can specify whether a video is made of kids or not; features like personalized ads and notifications will not be available for videos made for kids and recommendations of further videos will also be suitable for kids. Also, in order to protect you, we have implemented a rate limit of 20 simultaneous video uploads at a time on one channel. This will reduce any off-brand publishing and prevent other issues with the platform. 

Publisher | Introduction of Instagram Shoppable Store in Sprinklr Platform

Sprinklr now allows brands to link shoppable store sites with their social media accounts. Brands can tag products with its shoppable link while publishing a photo or video on Instagram. This will provide all the brands with the ability to create and manage their own personalized shoppable storefronts and tag products with its shoppable link while publishing on Instagram. Brand followers can easily purchase their favorite products. Brands can also track their sales via store reporting in Sprinklr. 

Publisher | Twitter Video Monetization and Additional Capabilities

Sprinklr has integrated with Twitter Pro Media API which allows brands to monetize the videos on their tweets. While monetizing a video, brands will be able to choose which countries they want to monetize the video for. In addition to that, we have also added some extra features for publishing video tweets on Twitter. Brands will now be able to add title & description of the video, add CTA, and URL on the video. Brands can also decide whether the videos can be embedded for playback on external sites. 

Publisher | Ability to Post Photos & Videos on Instagram

Sprinklr now allows brands to publish photos and videos together while publishing an Instagram post or story. This will allow you to compose more engaging content for your audience. The current limitation of being able to publish a maximum of 10 media at a time will still be applicable to your posts. 

Publisher | Ability to Control Post Approval and Rejection Notifications

Now, you will be able to control who will receive a post rejection and approval notifications in case of multi-tiered approval. You can now control if you want to notify the approver of a post to get a rejection notification in case the post gets rejected at a later tier by someone. While creating an approval path, choose between Author only or Author and approvers to control this behavior. 

Publisher | Ability to Add Title and Description on Pinterest

You will now be able to add title and description while publishing a pin on Pinterest. You can also preview the pins in both desktop and mobile version to check how the pin will look on either of the platforms when your users are browsing Pinterest. 

Publisher | Added Support for Rich Text Format for WeChat Article Publishing

Sprinklr now allows you to add GIFs and write in rich text format while publishing an article on WeChat. You can also insert images in the middle of the article to draft it better. You will have the ability to add author names and the web URL to drive your users to a particular site. You can also control whether the article you are publishing will be available for every user or just for a user group. 

Publisher | Publisher | Integration of Giphy on Sprinklr Platform

Sprinklr has now integrated with Giphy. You can now utilize the GIF repository of Giphy to interact with your customers. You can use Giphy to send GIFs when you are interacting with users from either Engagement Dashboards or in an Agent Console. You can also control the ability to use Giphy based on the user or user group via permission control. Please note, the ability to attach GIFs via Digital Asset Manager is still available for you to utilize.

Publisher | Ability to Resize Image to the Recommended Ratio for Instagram

Sprinklr publisher now prompts you whenever you will attach an image on Instagram whose aspect ratio is not as per channel guidelines. You can directly click on the image and go to the image editor and correct the aspect ratio of the image. This will allow you to publish an image as per the aspect ratio of the channel.

Publisher | Added Support for Automatic Refresh of Profile Name for Twitter

When a customer updates their profile name on Twitter, we will automatically refresh the profile name in the engagement column when your agent is replying to that customer. This way we are making sure your agent is drafting the correct response for the customer based on their name on Twitter. 

Publisher | Ability to Add Different Media in a Single Instagram Post 

For Instagram Story and Carousel post, you can now upload photos and videos together (up to 10 media assets) and share them as a single post on Instagram using the Publisher. Please keep in mind that the orientation you choose (square, portrait, or landscape) affects all of the photos or videos in your post. You cannot select a different orientation for each photo or video.

Governance 

Channel | Addition of Custom Menus in Sina Weibo 

Sprinklr now lets you create Sina Weibo custom menus, allowing you to trigger automatic templated interactions with customers through a menu option in Sina Weibo messages. Using custom menus, you can provide customers with information about your brand. The custom menu option allows you to enhance one-to-one engagements with customers, even when your team members aren’t available to respond in real-time, leading to better customer experiences and improved efficiency for your team. Use the Sina Weibo custom menu capability of Sprinklr to lead customers through a self-guided workflow. 

Channel | Ability to Create QR Code for WeChat 

Sprinklr now allows you to create WeChat QR code in Digital Asset Management. WeChat uses QR Codes to allow you to easily connect with each other without the need to save others as a contact. You can now publish the WeChat QR Code using Quick Publisher and create WeChat columns for QR Code Messages. 

Governance | Identifying Age-gating for Owned Social Media Accounts

Facebook pages are Age-gated (restricted to be viewed only for a certain age group) natively due to compliance and regulatory requirements. With this capability, we can check if the FB pages are age-gated or not via Rule Engine. There are also reporting capabilities to identify age-gating on the owned social media accounts. 

Governance | Business Holiday List in Settings

You now have an option to set up or input the holiday list calendar in Platform Settings. You can then use the Business Holiday List as a Rule Condition and also in Business Hours. Hence, you can configure rules in the Rule Engine that place a condition on whether or not a message was received within the set business holiday list and then customize the actions such as inbound message triaging, assigning to agents, etc. according to your business needs and workflows.

Governance | Queue Refactoring Changes

This enhancement is for improving the latency for the handling of queues (inbound, approval, suggestion, task, and case queues) within the Sprinklr platform. Previously, the queues were stored in a fragmented fashion in the backend, and in order to retrieve those queues, there was an overhead that has been optimized now. The queues are now structured to a generic queue architecture - achieving lower latency. There is no change in the existing behavior for the end-users. We shall be monitoring these changes at our end.

Channel | Deprecation of Facebook API Endpoint 

Facebook plans to deprecate multiple endpoints for all API versions as of ​May 5th, 2020. ​Due to these deprecations, the following changes will be made in the Sprinklr platform by May 5th. 

1. Reporting metrics that involve obtaining likes on posts for Facebook profiles will be deprecated.

2. Sprinklr will no longer be able to support fetching comments and replies on Facebook Group posts or the publishing of comments and replies on Facebook Group posts and comments. 

Governance | Capability to Show Sensitive Information in Users Window 

Sprinklr will now show sensitive information only after confirmation from the user. Sensitive information such as User Name, Email ID, User Type is displayed on the user list window in clear-text. This leaves the information open to shoulder surfing type of attacks. With this capability, your account will be safe from such risks. 

Engagement Dashboards

Engagement Dashboards | Added Support for Modmails for Reddit Channel

With this capability, all the moderators will be able to communicate with each other or can handle incoming requests from their users through a shared messaging system known as Modmail. You can view all the Modmail messages in the Modmail column for Reddit Channel in the Engagement Dashboard. However, to access the Modmail messages using the API, the account holder should be a moderator or must have the moderator's permission.

Engagement Dashboards | Removed the Processing Clock Notification on Opening or Closing Third Pane 

While opening or closing the third pane of both messages and cases, you will now not see a notification like I have started the processing clock or I have paused the processing clock. However, The processing clock capability will work as it is.

Engagement Dashboards | Folder Structure in Dashboards
You can now manage your respective dashboards in a more organized way using folders. Folders make it easy to view and manage all the dashboards that are created by you or shared with you in one place. You can create new folders to keep your dashboards organized.

Engagement Dashboards | Support for Referral in Facebook Messenger 

When a person clicks m.me link that contains a ref parameter and is taken into an existing thread, it will now open the standard messaging window. This allows pages to reply to people based on the context that the ref parameter provides. This can be used for many purposes, such as tracking different links placed in different pages or tying a Messenger user to a session or Universal profile under accounts. Also, you can do Reporting on it.

Digital Asset Management

Digital Asset Management  | New Design for Similar Assets Window

While creating an asset within the Asset Manager, you can view similar assets with respect to what you are uploading using Sprinklr AI-powered filters. Apart from content creation, this helps you to locate copies of your assets and hence avoids repetition. Now, in the digital asset management, we have introduced a new design for similar assets window. Additionally, you can now view similar assets for photos as well while creating an asset in the digital asset manager. 

Digital Asset Management | Added Support for Lithium Accepted Solutions While Replying to Your Customers

Sprinklr now creates a text asset of any answer that is marked as an accepted solution on your Lithium channel. The asset contains the link of the thread where the answer was marked as an accepted solution. Your customer support agent can use this as a canned response or attach it as a text asset while responding to a similar query. 

Digital Asset Management | Ability to Export Asset in PDF Format

Sprinklr now allows exporting annotations on an asset in PDF format. When exporting an asset, users will get a pdf for annotation which shows them the area marked under annotation and the annotation corresponding to each area. We also provide notes written on assets as part of asset exports. This will allow greater collaboration among team members to keep track of the asset changes suggested even outside of Sprinklr. 

Digital Asset Management | Added Support for Auto-scroll to the Error Section

Sprinklr will now auto-scroll the form to the error section when a user is adding/editing an asset and has not filled the required fields correctly. This will save time for the users to identify the area of the error quickly. 

Digital Asset Management | Ability to View Similar Assets & Associated Asset Directly Below the Original Asset

Sprinklr now allows you to view similar and associated assets of a photo or video asset directly below the asset itself. This provides greater visibility in the type of similar assets that are available for the asset that the user is browsing. This also reduces the number of clicks for the user to add an associated asset. 

Digital Asset Management | Added Support for Smart Image Tags

Sprinklr has now expanded its Artificial intelligence capabilities to improve the discoverability of the assets in Digital Asset Manager. We have provided smart image tags which assign around 5000 tags to all the image and video assets based on what objects are present in it. Using this filter, you can find the type of asset you are looking for very quickly. You can use the filter option or just search for the tag in the search bar to identify the assets that are related to it. 

Digital Asset Management | Enhanced Features for Asset Updates

We have enhanced the process and features related to asset updates. Now, whenever someone is trying to click update a new version of an asset, the desktop modal for attaching assets will open automatically when the user clicks on the uploaded new version of an asset. Users can now also access older versions of assets by just clicking on the version date. In case you need even better governance, we have also provided the option to configure a rule to update you periodically if any asset is updated in your environment.

Digital Asset Management | Introduction of Digital Asset Manager Folders 

Sprinklr has now introduced folders in the Digital Asset Manager. Users can now segment and keep their assets in a structured manner in folders. Users will be able to create a folder, add assets to the folder, share the folder with other users, etc. This will allow users to organize the Digital Asset Manager at a greater level and make it faster to identify an asset related to a project. 

Digital Asset Management | External Sharing of Assets

Sprinklr now allows you to create public boards that can be shared outside Sprinklr as well. In order to enhance the performance of the public shared boards, we have done some enhancements on the same. We have introduced a new design for the asset cards rendering in public boards to mimic a similar look as Sprinklr. We have also reduced the amount of data we are transferring to public boards in order to make it faster. Now, you will be able to copy the link of the assets by clicking on the clip icon on the asset directly. Also, we have removed the asset description and type of information on the cards.

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Reporting

Reporting | Ability to Set the Previous Period's Date and Time for Period-over-Period Reporting  

For Year-on-Year reporting, you can now set the date/time on the Previous period in the Summary Table Widget. You can select the current and previous date in the Widget header or in the Dashboard Time Duration Selector and create efficient reports comparing the data values from two different time periods. For example, you can create a widget in the reporting dashboards to find out how much sales increased or decreased since the previous time period. 

Reporting | Introduction of Smart Content Intelligence Dashboard

Sprinklr has introduced a new Standard Dashboard within Reporting called Smart Content Intelligence Dashboard. Smart Content Intelligence Dashboard helps in identifying what content type is used in brand posts with the help of the Sprinklr AI-powered Classification Machine Learning model. Sprinklr’s AI model classifies all brand posts under the most appropriate themes and tones based on set predefined categories. These predefined categories have been finalized using clustering analysis of a large dataset of brand outbound posts across different industries.

Reporting | Added Support for Weibo Post Reads Metric in Reporting

To help you better understand the number of reads on a post for your Sina Weibo audience, we have added new Weibo Post Reads and Weibo Post Reads Trends metrics in Social Analytics. This will help in tracking the performance of your post and improving the overall productivity of your channel.

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Reporting | Ability to Store Sprinklr Exports Externally in S3

With this enhancement, Sprinklr provides greater flexibility in storing the Reports in the Non-Sprinklr environment. Earlier we have –

• Default (receive & download file from the email notification)

• FTP/SFTP

But now, the user can store directly to Simple Storage Services (S3). This would take away the extra time spent in transferring files into S3 storage.

Reporting | Ability to Schedule Export Based on Time

You will now have an option to select a specific time to trigger a scheduled export. Hence, you can control the starting time for the export as per your requirement and download the Sprinklr Reporting Dashboard whenever you want. 

Reporting | Ability to View Hourly Aggregation in Reporting 

You now have the ability to view cumulative data on an hourly basis with the addition of Hourly aggregation in Report time. Hence, aggregation at an hourly level will provide insights on metric behavior over the day.

Reporting | Reporting on Profile Lists Utilizing Profile Tags

You now have the ability to report on Profile Lists utilizing certain Profile Tags with these two new dimensions Client Profile Lists and Partner Profile Lists in Inbound Analytics. This will help you in filtering and reporting on the message custom properties that pertain to each profile list.

Reporting | Ability to Filter SLA Present on Custom Dashboard

With this capability, you are now able to filter the custom dashboards by SLA Preset at the dashboard level. Hence, this removes the hassle of filtering at the individual widget level in the custom dashboard and saves time.

Reporting | Deprecation of Old Widget Editor from Widget Builder (Deprecated August 1, 2020)

In our continuous endeavor to improve overall user experience, we are removing the option to switch back to old Widget Editor from the Widget Builder.

This essentially means, with 15.5 release, users using the new Widget Editor will no longer see the option to return to the old Widget Editor and the users who are still using the old Widget Editor will automatically be switched to the new Widget Editor.