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Automating Sprinklr

Automating Sprinklr

Sprinklr offers powerful features to help automate workflows. Macros and rules are controlled by system administrators in University Communications and Marketing. Units can request specific macros and workflows needed to facilitate their work, as appropriate, by submitting a request to Comms.WebSupport@msu.edu.

Macros

Macros are programmed to complete a set or sequence of functions in one step. This can be an efficient way to complete multiple tasks that are often repeated. 

For example, if a unit uses a customer service workflow (messages come in, are acted on, then archived out of the queues), the unit might use a macro to move messages around and adjust the message status. 

Macros can be created to take action on messages, outbound messages, social media assets, user-generated content assets, profiles and tasks. 

Macros are created by University Communications and Marketing staff for use by unit Sprinklr users. To request a macro be created, contact Comms.WebSupport@msu.edu. 

Instructions for Sprinklr Admins:

  1. Navigate to “Settings” from the Sprinklr launchpad menu.
  2. Under the Manage Workspace tab, select “Macros.”
  3. To create a new macro, click the Create Macro button in the right upper corner. To edit an existing macro, hover over the three-dot icon at the left end of the macro and click on “Edit” on the menu that appears.
  4. Fill out the fields in the form, including name, where the macro will be applied, what actions it will include and who can use the macro. Be sure to share with the unit user group(s) that will need the macro. For more detailed information on creating macros, see the Sprinklr Knowledge Portal. 
  5. Click “Save.”

Depending on what the macro is designed to do, a Sprinklr user with access to the macro will be able to do multiple-step actions with the click of a button. 

Simply click the message (or other item that will be subjected to the macro) and choose the macro button from the column header navigation, pop-up menu bar or in the message pane itself.

Here are a few example macros to illustrate what they’re capable of doing:

  • Assign to ___ — Create a macro that removes the message from a universal inbox, adds it to a queue assigned to a specific user, tags the status as “In Progress” (custom field), and adds the message to the In Progress queue. This is useful when multiple users are accessing messages from the same accounts at the same time.
  • Customer Service Workflow — Create a set of macros to move messages through various stages of the customer service funnel, including “No Response Required,” “Closed - Responded To” and “Follow Up.” Units that opt for the Customer Service Workflow will be provided these macros as part of their on-boarding process.
  • Apply Custom Fields — Create a macro that applies a set of custom field tags to messages that appear on the editorial calendar. This is useful for quickly updating custom field properties on messages that have automatically imported from a native platform.

Rules

Sprinklr uses rules to automate some interface behaviors (such as when custom fields appear) and message flow (such as when messages are added to queues automatically). These processes operate on the basic formula of Trigger + Action, meaning when Trigger X occurs, action Y happens automatically.

If there is an issue with unit channels or a process that might be automated, consider if there is consistency in the issue. 

  • Do all the messages being filtered out contain the same hashtag and does the hashtag only appear in irrelevant messages? University Communications and Marketing could write a rule to filter the messages out. 
  • Is the unit consistently hiding comments containing a particular curse word? Good news! University Communications and Marketing already has a rule that does that.

There are hundreds of possible combinations of triggers and actions to create rules — far too many to go into in any depth here. For more information about rules, see the Sprinklr Knowledge Portal. To discuss potential rules for an account, contact Comms.WebSupport@msu.edu.

All messages that enter Sprinklr through a connected account are routed to one of several inboxes using a rule based on the account group that the account belongs to. Units’ account messages flow into a universal inbox for their specific unit (in the case of a Tier 1 unit) or their parent unit (in the case of a sub-unit, such as an academic department). Columns of messages are then filtered to show specific accounts and message types, depending on unit needs. 

Only individuals with access to specific accounts can see messages from those accounts. Even if a message somehow ended up in the wrong inbox (which doesn’t happen), other users without access to that account would not be able to see the message. The system is secure.

Learn more in the Universal Inbox section of the Community Management page.


University Communications and Marketing has implemented a rule across all accounts connected to Sprinklr to restrict the use of profanity on Facebook pages and X accounts. Any posts, comments or replies on a Facebook page or replies to an X post that contain a word listed on the master profanity list should automatically be hidden. For Facebook, this means the author of the word, as well as their friends, will be able to see it, but it will not appear on the page for others to see. For X, the reply will be viewable if a user clicks to expand hidden replies. 

Messages that are hidden will be removed from the unit’s universal inbox and placed in a separate Hidden queue column on the Resolution or Inbound dashboard. Messages containing vulgarities that are not eligible for automatic hiding (e.g., Instagram comments) will also be removed from the inbox and will be placed in a “profanity for review” queue column. 

This has been implemented across all campus accounts connected to the system to protect the institutional and unit brands. If a Sprinklr user comes across a message that they believe should have been hidden and it wasn’t, please report this to University Communications and Marketing at Comms.WebSupport@msu.edu. Include a screenshot and note the account/page and the date and time of the post so it can be investigated. Users can then manually hide the comment/post using the macro designed for this purpose. To have this auto-hide protection turned off for unit accounts, please contact Katie Kelly in University Communications and Marketing to discuss.

Documentation updated: Nov. 1, 2024

Sprinklr System Administration