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! 

Asset Manager

Asset Manager | Support for Folder Preview

The Digital Asset Manager folder will now have a folder preview based on assets present within the folder. Additionally, you can select the cover photo for the folder using the Media Uploader. In case, if no cover photo is added, then PHOTO, VIDEO, PRESENTATION, PDF, LINK, DOC present in the folder will appear on the folder as a preview. Going forward, If no cover photo or PHOTO, VIDEO, PRESENTATION, PDF, LINK, DOC is present in the folder then the initials of the folder name will be shown.

Asset Manager | Support for Visibility of Thumbnails for certain Extensions

In the Asset Manager, we now support the thumbnail for the following extensions:

• doc,

• docx, and

• psd

Asset Manager | Support for Folder Sorting Option

In the Asset Manager, you now have the option to sort folders. You can sort the folders based upon the following options:

• Name

• Date Created

• Date Modified

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Channel Integrations

Channel | Ability to Retrieve and Respond to Reviews Collected on Carfax

You can now manage all your Carfax reviews from Sprinklr. After adding the Carfax account into Sprinklr, you can view the reviews and replies. Also, you can edit a reply based on your requirements. When you reply to a review from Sprinklr, the reply is updated on Carfax in real-time.

Channel | Ability to Send a Broadcast Message from LINE Accounts

While publishing a LINE Post using the Quick Publisher, you can now publish the post as a broadcast message by checking to Publish this post as Broadcast Message box. After publishing the post, the broadcast messages will be sent to all followers of a LINE account. 

Channel | Ability to Create Template Messages for Line

Sprinklr now provides Template Messages that are rendered by LINE. When agents or bots share the Line template message, customers will view the rendered templates via the LINE app. The following type of Line Template messages are available in Sprinklr:

• Card

• Confirm

• Carousel

• Image Carousel

Channel | Ability to Add Quick Reply Buttons with Text Messages on LINE Channel

While sending text messages to your customers on LINE, you can now add quick reply buttons. The buttons appear at the bottom of the chat screen. The recipient just has to tap one of the buttons to reply. 

The following actions are available only for the quick reply feature. You cannot use these actions with the other message types on Line.

• Camera action 

• Camera roll action 

• Location action 

In addition to the actions above, the following actions that are common to the other message types are also available for quick replies for text messages on LINE. 

• Postback action 

• Message action 

• URI action 

• Datetime picker action

Channel | Support for Moderation of Reddit Messages or Comments

Sprinklr now allows you to moderate messages and comments on Reddit in the third pane as well as the Engagement column. The moderations will reflect on the native channel automatically.

Channel | Availability of Numbers of Messages Sent on LINE

Sprinklr now allows you to find the total number of messages sent via LINE on the Sprinklr platform. You can also find the number of sent messages in the respective forms - ​​Reply, Push, Multicast and Broadcast.

Channel | Capability to Control Post Visibility on Sina Weibo

While publishing via Sina Weibo on Sprinklr, you can now control post visibility by setting them to Public or Fans or Friends Circle or Only visible to you. You can also update visibility settings for the already published posts.

Channel | Ability to Mark Messages as Spam on Lithium

Sprinklr now allows you to mark Lithium messages as Spam, which will reflect as Spam in Reporting.

Channel | Ability to Move Topics on Lithium while Retaining Context

You can now move topics from one board to another on Lithium, without losing context. The New Board retains the historical context.

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Commerce

Commerce | Ability to Pick a Product in the Response Publisher

In a response publisher window, you can now pick the desired product using the Commerce option. Using the Commerce option, you share product recommendations with your customers directly in the chat(response publisher) window. The Commerce option in the Response Publisher provides you with easy access to your product catalog and allows you to share multiple product recommendations with customers.

Commerce | Ability to Create and View Cart in Agent Console

Within the Agent Console, an agent can now create a cart for the customers. The agent can create a cart based on a purchase requisition from the customers. This will allow the agents to generate cart links and share the same with the customers. Going forward, agents can take the following actions on a cart:

• Create a Cart

• Add or Remove a product from the Cart

• Copy Cart Link and Paste in the Response Publisher

Commerce | Ability to Search Commerce Products based upon Product ID and SKU ID

You can now search the Commerce Products based upon Product ID and SKU ID. With the Product ID, you can search for the Commerce Products in the Product Catalog Third Pane. Additionally, you can search for the commerce products with the Product ID and SKU ID in the Universal Search.

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Distributed

Distributed | Introduction of New Third Pane

Sprinklr has introduced a more simplified Third Pane experience for easier actionability. The all-new Third Pane will be for Inbound Messages, Outbound Messages, Suggestions, Approvals, Tasks, and Universal Case Messages.  

Distributed | Ability to Add Audience Studies for Distributed Users

Audience Studies provide real-time insights into how audiences are engaging with content and brands. Sales Representatives and sellers can use these audience insights to make smarter decisions for their campaigns. As a brand admin, you can now make Audience Studies available to the Distributed Users for LinkedIn and Twitter.  

Distributed | Ability to Enable Profile, Case, and Message Tags for Users

As a brand admin, you can now enable tags in the Distributed environment. You can enable tags for Profile, Case and Messages.

Distributed | Ability to Create Automated Tasks for Distributed Users

Powered by Workflow Engine and Rule Engine, you can create automated tasks for users to recommend the next best action to take. Tasks can be programmed, for example, tasks created as part of user onboarding journey, such as, to add social accounts, download the mobile app, etc; or they can be trigger-based such as product purchases, product refills required, cart abandonment, etc. With custom call-to-actions on the tasks, you can easily direct users on how to accomplish them. Users can be awarded points using gamification in order to incentivize them to complete the tasks.

Distributed | Channel Support for WeChat and Sina Weibo for Distributed Users

You can now enable Distributed users to add Sina Weibo and WeChat accounts to the platform, publish new messages, engage with their customers, analyze social performance on these channels, and more on the Distributed platform.  

Distributed | Support for Contacts and Proactive Messaging

With Contacts, sales representatives and sellers can easily target their customers and reach out to them pro-actively. The Brand team can also share contacts with Distributed users and can help them increase their reach. Pro-active messaging is only available for Twitter, Linkedin*, SMS, WhatsApp, Line.

*Available only with Linkedin Compliance App.

Distributed | Capability to Add User Signature

Help Distributed users save time by setting up their signatures. You may add text, links and important hashtags here and these will automatically populate while publishing a new message/replying to a message. Distributed users can later change these while publishing when required.

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Engagement

Engagement Dashboards | New Third Pane Experience

The New Third Pane Experience will have a revamped view of Inbound and Outbound Messages, Profile, DAM Assets - aimed at enhancing user experience, improving collaboration, and easier actionability.

The details of these changes can be found in the following Knowledge Portal articles below: 

• Access New Third Pane Experience for Inbound Columns

• Access New Third Pane Experience for Outbound Columns

• Access New Third Pane Experience for Assets

Engagement Dashboards | Improved Search & Filter Functionality in a Columns

The new improved Search & Filter Functionality in Engagement Columns helps you get actionable insights for your brand. By using this feature, you can quickly search and analyze billions of conversations on social media. Additionally, you can accelerate your speed to insights by performing an advanced search within the Engagement Columns. Going forward, you can use both Filter and Search functionality simultaneously that will allow you to enhance search in a column with the filtered entities.

Engagement Dashboards | Ability to Mute or Unmute the Modmails in Reddit

You now have the ability to mute Redditors who may be excessively messaging or harassing through modmail. Modmail muting prevents a Redditor from sending Modmail to the mod team of a community.

Engagement Dashboards | Ability to Sort Engagement Columns by Modified Time

Within an Engagement Dashboards, you can now sort Inbound Columns by Modified Time. Previously, you were only able to sort the columns based on Created Time. For example, when YouTube Comments are edited, they are not inducted into an Engagement column because the comments do not update their Created Time in Sprinklr. With the new sorting option, you will be able to view and moderate comments in an inbound column more accurately.

Engagement Dashboards | Ability to Mask the Direct Message Content

Sprinklr now provides you with the capability to mask the direct message of a user. Any user profile which has not engaged with the brand will have their direct message hidden or masked by default. In order to mask the direct message content, permission has to be provided by the admin to the user. This will ensure your brand's compliance with the General Data Protection Regulation (GDPR) and other data regulation policies, thereby, inculcating data safety best practices in your work environment. 

Enabling Mask Direct Message Content Permissions
Masked Direct Message in an Engagement Column

Engagement Dashboards | Support for Post Flair Capability for Reddit Accounts

We now support Reddit Post flair within the Engagement Dashboards. Reddit Post flair is a special tagging system that you can choose to enable for your community. Post flair allows mods and community members to create a visual flag for tagged content. It can be used to help categorize post content types, flag content about a certain subtopic of your community, tag a post with removal reasons, or anything else you think might be useful. It is also available in Rule Engine as well as the Reporting Dashboards.

Engagement Dashboards | Ability to "Like" a Post from Multiple Account(s)

You can now select multiple account(s) from which Likes for specific posts will originate. This action can be performed from the Engagement Dashboard, where you can select a social account for a post, and Like it from the available social accounts.

Engagement Dashboards | Ability to add Category Name and Category ID in BazaarVoice

While creating a new or updating an existing BazaarVoice column, you now have the ability to add Bazaarvoice Category Name and Bazaarvoice Category ID within the Channel Custom Properties section. Going forward, both Bazaarvoice Category Name and Bazaarvoice Category ID are also available in Rule Engine.

Response Publisher | Ability to Respond to Listening mentions from Reddit

Sprinklr now allows you to respond to the Listening mentions from Reddit. Thus, you will now be able to reply to listening mentions and comment via different accounts for Reddit posts or comments.

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Governance

Accounts | Revamp Account Governance Window

To provide a 360-degree view for admins along with workspace users, we have now revamped the Account Governance window in accordance with the Hyperspace design. The following are the noticeable updates:

• New Accounts Addition: This allows you to seamlessly add new accounts in an informed manner.

• Added Accounts: You will now be able to view pending or upcoming actions to be taken on already added accounts.

• Account Third Pane: This includes the overall health, details, pending actions on the account - with panes having Overview, Activity, Properties.

Accounts | Introducing Location Listing Management

With the introduction of location listing management, brands can now manage Hours of Operation for Facebook and Google My Business Page from Sprinklr. This will help the brands to save time and manage scale with ease.

User | Ability to Enable Two-factor Authentication at User Level

We have now enabled two-factor authentication at the User level. Previously, this capability existed at the Customer level. Going forward, now Two-factor authentication is available at both the User and Customer levels.

Permissions | Ability to Update Video Privacy for a Published Video

The capability to update the Video Privacy for a Published Video is now controlled by Sprinklr Permissions. To update video privacy via Response Publisher within the Engagement Dashboards, you are required to enable this permission — Edit Privacy. Going forward, Users with Edit Privacy permission will be able to view the video privacy option while updating the video. Whereas, Users without permission can't view the video privacy option while editing a post, and macro actions.

Permissions | Ability to Delete a Comment or Reply for YouTube Videos

The capability to delete a comment or a reply for YouTube Videos is now controlled by Sprinklr Permissions. Similarly, deletion of a YouTube video post is also controlled by Sprinklr Permissions. Going forward, now there are two different permissions to delete a post and a comment.

Permissions | Customize Terms and Conditions at User Group Level

Sprinklr now allows you to show different policies to different user/user groups, depending on what the requirements are. This helps you significantly if your brand needs to have different sets of T&C for different business units/lines of businesses/regions, etc.

Platform Settings | Appearance of Confirmation Message before Forceful Logout

Sprinklr now shows a confirmation message before forcefully logging out a user from other sessions. This will ensure that the user doesn’t lose on unsaved work while switching browsers or systems.  

Platform Settings | Ability to Use Filter to Search Location Pages While Adding an Account

While adding a location page to a social account, you can now use filters to narrow down your search. You can search the location pages by Active, Inactive, In System, and Not Added.

User Permissions | Permission control different Media Uploader Tabs

In Sprinklr you can now govern the visibility of different Media Uploader tabs using permissions. Users with permission will be able to see the desired tab at all places where the media uploader opens like Quick Publisher, Response Publisher, Distributed, etc. This will allow brands with additional control and governance over asset usage.

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Publish

Publish | Introducing Smart Scheduler

Smart Scheduler use Sprinklr AI to decide what time of the day you should schedule your post to receive maximum engagement for each of your selected account. This feature is enabled for all partners however, it is permission controlled.

Publish | Suggest Recently Used Hashtags in an Instagram Post

When publishing to your Instagram Account in the Sprinklr, we will now suggest you with the recently used Hashtags based on your selected account and the first few letters that you enter in the content box. You will be able to view and select these hashtags under the RECENTLY USED section.

Publish | Ability to add Category, and Tags in a WordPress Post

You will now be able to add categories and tags in a WordPress post. Categories and tags allow you to organize your content that can then be used in a variety of ways.

• Categories are best used for broad groupings of topics. For example, if you’re creating a site that reviews media, you might use categories such as Books, or Film, or TV.

• Tags are much more specific topics that you want to use to associate related content. For example, if you were creating a site that reviews media, you might want to use tags such as science fiction or horror, or action-adventure.

Publish | Alt Text Capabilities

In our continuous effort toward improving accessibility, we have introduced the capability to add Alternate Text (Alt Text) to Images or GIFs on LinkedIn, Twitter, Facebook, and Pinterest posts. Also, going forward you can add Alternate Text (Alt Text) to your Image for a Twitter reply via response publisher.

Separately, if you want to make Alt-Text addition mandatory for your users then that is also possible and available within Sprinklr.

Publish | Ability to Edit a Published WordPress Blog Post

You can now edit published WordPress Blogs in Sprinklr. For example, if you have to make edits, or you want to add something new or want to spice up the post, you can always revisit a published post using the Engagement Dashboards and perform edit action.

Publish | Ability to Approve/Disapprove User on Reddit

While using Reddit in Sprinklr, you now have the ability to approve or disapprove user(s) from subreddit account(s) from the profile third pane. These moderations will reflect on the respective subreddit automatically.

Shoppable Store | Ability to Integrate Web Analytics for Shoppable Store

You will now be able to integrate the Shoppable Store with the web analytics platform (Adobe Analytics, Google Analytics, etc.). Going forward, this will streamline the process of creating and appending URL tracking parameters to multiple products within a post. With this integration, you will be able to visualize the results within any analytics platform.

Publish | Ability to Send Media for Instagram and Facebook

Facebook again supports sending media files (audio, video, and documents) as attachments on Facebook Messenger and media files (audio, video, and image) on Instagram Messaging. For more information, see Facebook Messenger API Updates.

Publish | Ability to Publish Videos on LinkedIn Profile

Sprinklr now allows you to publish videos on LinkedIn Profile, just like on LinkedIn Company. 

Publish | Ability to Attach Documents in Facebook Messenger

While replying to messages on Facebook Messenger, you can now send PDFs and other files as attachments. You can attach the files by using the ‘Add Document’ option icon that you will find in the engagement reply box. 

Publish | Ability to Update Thumbnail and Tags for Published YouTube Post

Sprinklr now allows you to update thumbnails and tags for a YouTube post that has already been published. This will help you update your brand’s video posts to enhance their contextual appropriateness from time to time. 

Publish | Increased Twitter Threaded Tweets Limit to 25

Twitter threaded tweets limit is now increased to 25 tweets which were earlier only up to 10 tweets. Thus, with increased tweets limits in a thread, you can now provide additional context or extended points by connecting multiple Tweets together.

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Reporting

Reporting | Support for Pivot Table Widget Visualization

We have now enabled support to add a Pivot Table widget within Reporting. This will allow you to create advanced pivot reports in a Reporting Dashboard by introducing a pivot widget so that you don't have to export and analyze reports using excel. You can plot multiple dimensions and metrics at different levels. You can further customize your report using various filters at the widget or dashboard level.

Reporting | Unified Custom Field Filtering in Reporting 

If a custom field is associated with multiple entities (Outbound Post), you can now select a custom field filter at the dashboard level in Reporting to automatically filter entities that have the custom field tagged at any of these levels. You no longer need to remember the level at which you have tagged the entities in order to filter them out. For instance, you can leverage this capability for Posts where some posts can be tagged at the Post level and others, at the Campaign level.

Reporting | Update to Presentation Format 

Presentation exports from the Reporting dashboards and widgets will be now sent in PPTX format.

Reporting | Introducing AI-powered Smart Insights in Reporting Dashboards

Powered by Sprinklr's AI, the Smart Insights tool does the job of finding the top drivers for any metric shown on the dashboard. It enables you to find and report the pinpointed factors in a summarized format that are contributing towards any deviation or anomaly in their important tracking metrics.

Reporting | Capability to Use Metric Filtering Based on Values Shown in UI 

Sprinklr now allows you to use Metric Filtering in Unified Analytics, based on the values shown in the UI.

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Rule Engine

Rule Engine | Support to Approve an Edited Message

Sprinklr now allows you to view edited posts or messages in an Outbound Rule. Previously, edited messages did not go through outbound rules. Thus, it was difficult to approve them. Users were required to manually check and approve the edited post or message. Going forward, now every edited post goes through outbound rules just like it does for new posts.

Rule Engine | Segregating Referral Ad ID from Inbound Messages

You can now configure a rule to segregate Referral Ad ID from Inbound Messages by setting Referral Ad ID condition as True or False as desired. Please note that in the free-flowing text field, you are required to add the Referral Ad ID.

Rule Engine | Ability to Create Rules to Send UI Push Notifications

Sprinklr now allows the capability to create rules in Rule Engine for sending UI push notifications. This feature allows us to push notifications to a set of users or user-groups. The respective users shall receive an UI notification which is sticky to the left bottom part of the screen. The user can then take action on them or close to view the other notifications that have been generated.

Rule Engine | Ability to Auto Update already Published Post

Within the DAM Update rule, we have now introduced a new action Update Channel Posts for YouTube posts. Using this action, whenever a DAM asset is updated then the following entities in the YouTube DAM will be automatically updated:

• Name

• Description

• Captions

• Thumbnail

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