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Add a New Channel to Workflows

Add a New Channel to Workflows

Adjust Workflows for New Channels

Units may add new channels to their content strategy after onboarding, or Sprinklr may add support for new channels (recently including TikTok or Threads). When using a new channel, updates to the unit workflow must be made to ensure all messages are viewable on dashboards.

General Instructions

Follow instructions for adding the channel account to Sprinklr. These can be found on the "Channel Connections" page. Use the same user group(s), account group(s) and subscriber(s) settings that were used for other channel accounts in the same unit grouping (e.g., the unit’s Tier 2 or Tier 3 group, such as the college or department).


  1. Navigate to the Inbound dashboard.
  2. Click “Add Column” at the top right.
  3. Select “Workflow.”
  4. Select “Enhanced Queues.”
  5. In the Edit panel:
    Choose the Universal Inbox queue for the unit.
    Choose the appropriate channel.
    Choose the message types that should be included in the Category field.

    Recommendation: Create one column for each group of similar message types. For example, for TikTok, create one column for TikTok Authorized Post and TikTok Video, a second column for TikTok Comment and TikTok Reply, and a third column for TikTok Ad Comment (if needed) and TikTok Ad Reply (if needed).
    Name the column, as appropriate, so it is clear what messages are included.

    Assign a column color.
    Click “Create Column” to save.
  6. Repeat for other columns, as necessary.
  1. Check Sprinklr’s Knowledge Portal to confirm if “hide comments and replies” is a support function of the channel. Search channel name and limitations to find an article that details what functions are supported for a specific channel.
  2. If “hide comments and replies” is not supported, skip to Step D to add outbound columns. If it is supported, navigate to the Resolution dashboard.
  3. Locate the Hidden column. This is likely called “Hidden (FB, X Only).”
  4. Rename the column to indicate the new channel is also included. 
    Click the three-dot icon at the top right side of the column. 
    Choose “Edit.” 
    Update the column name. 
    Click “Update Column” to save the changes. 
  1. Navigate to the Outbound dashboard.
  2. Click “Add Column” at the top right.
  3. Select the appropriate channel.
  4. Select the column type.
    Recommendation: Create one column for each group of similar message types. For example, for TikTok, create columns for video posts, comments and replies.
  5. Choose the account.
  6. Assign a column color.
  7. Click “Create Column” to save.
  8. Repeat for other columns, as necessary.

Submit a ticket to University Communications and Marketing by emailing Comms.WebSupport@msu.edu. 

  • Note that the unit is adding a new channel and specify the unit, channel and account.
  • Ask that University Communications and Marketing confirm that the unit’s universal inbox rule is configured appropriately to route messages from this type of channel.
Note: It is not uncommon for social media channels to roll out changes through their application programming interface (API) to third-party platforms over time. Pay attention to announcements from Sprinklr regarding access and feature changes. If these impact a channel used by the unit, updates to the engagement dashboards may be required. Contact University Communications and Marketing at Comms.WebSupport@msu.edu for questions related to updates and workflow or dashboard changes.

 

 

Documentation updated: Nov. 1, 2024

Getting Started