Channel Connections

There are several general steps to adding an account in Sprinklr:

1. Click “Add Account.”
2. Choose account type.
3. Confirm specific account.
4. Authorize access to Sprinklr (if needed).
5. Add account to relevant account groups. These work behind the scenes of Sprinklr to enable various filtering options, as well as the account message workflows, dashboards and permission settings.
6. Grant account access using relevant user groups.
7. Click “Save.”

Many channels can be added with just the login username and password. Some channels (Facebook, Instagram and LinkedIn) require users first connect via a page admin’s profile account to Sprinklr before the user can add the page. This does not add the user’s personal profile to the system, but routes permissions through their personal profile. 

When University Communications and Marketing adds a unit to the system, the supporting structure for the unit will be built out. This includes account groups and user groups that correspond to the structure of the unit, its initiatives, etc.

If, in the future, additional sub-units or groups of accounts need to be added, University Communications and Marketing will need to build the structure for these groups.

Units can add accounts to the system without involvement from University Communications and Marketing if the accounts fit the existing account group and user group structure. Choose the appropriate user groups and account groups (with guidance provided during initial onboarding). Units can reference the official log of Account Groups and User Groups.

On occasion, accounts will become disconnected. Subscribers to the account (see “Account Detail Fields,” below) should receive notification when this happens. Otherwise, users may notice that posts do not publish as anticipated. If either of these things happen, try re-adding the account using the same steps outlined above for adding a new account. This should fix the issue. If not, contact University Communications and Marketing at Comms.WebSupport@msu.edu for further assistance. 

It is a best practice not to delete an account because doing so would remove historic data. Instead of deleting an account, make the account inactive. Users can do this using the three-dot options icon to the left of the account name and select “Deactivate” from the list of options.

If a non-MSU account is accidentally added to the system, contact University Communications and Marketing at Comms.WebSupport@msu.edu to request a Sprinklr ticket be created to delete the account. Include the account name and profile or page URL in the request. 

Below is a list of account details settings:

• Account name — This is the account name as it appears in Sprinklr. Changing the name here has no impact on the public account.
• UserID — This is a field generated by Sprinklr. It can be ignored.
• Owner — This is the Sprinklr user with “ownership” of the account. It is typically the last Sprinklr user to add the account to the system.
• Custom character count — Users can limit the number of characters permitted in a message, if desired. MSU Sprinklr users generally leave this field empty.
• Autopopulate signature — This adds a message signature (such as initials) to all outbound messages and responses sent by the Sprinklr user. MSU Sprinklr users generally leave this field empty.
• Default URL shortener — MSU does not have any URL shorteners integrated in the system. If a unit wishes to use the Sprinklr link shortener, choose spr.ly from the drop-down menu. If the unit users shorten links outside of Sprinklr, leave this blank.

Groups to include account in:

• Select groups — For each account, include the relevant Tier 1 account group (ends with unit initials in parentheses) and any relevant Tier 2 account groups (begins with unit initials). Also include “All MSU Partners Accounts” as an account group. This is used for campuswide reporting.

Note the following permissions settings on a user account:

• Select action — This drop-down menu includes general permission categories.
• Users/user groups — Enter the appropriate user group(s) to the field, matching to the appropriate permissions.