Overview

LevelAI now integrates seamlessly with Sprinklr, enabling the import of social media conversations from X, Facebook, Instagram, and other configured channels. This integration provides a centralized platform to analyze social media data and derive valuable insights.

Authentication

To connect your Sprinklr instance with Level AI, you'll need to generate API credentials (Client ID and Client Secret) and share them securely with our team. This document walks you through the process step by step.

Prerequisites

• You must have Global Admin or Global User access to your Sprinklr instance

• You must have access to the Sprinklr Developer Portal

Step 1: Register on the Sprinklr Developer Portal

1. Go to https://dev.sprinklr.com/

2. Click "Register" if you don't already have an account

3. Complete the registration process using your company email address

4. Verify your email and log in to the portal

Step 2: Create an API Application

1. Navigate to "Apps" under profile section in the developer portal

2. Click "Create New App"

3. Fill in the required information:

   • Application Name: "Level AI Integration"

   • Application Description: "API access for Level AI"

   • Callback URL/Redirect URI: https://prod-api.thelevel.ai

4. Click Create.

Step 3: Generate API Key and Secret

1. From your newly created application page, go to "API Keys" section

2. Copy generate API Key and Client Secret

Step 4: Enable Client Credentials Flow

1. Contact Sprinklr Support to enable the Client Credentials Grant Type for your API Key

2. Provide them with your Client ID and explain that you need this for server-to-server integration

Please share the following information with the support team:

• API key (Client_id)

• User Id of the user you want to associate the token with. Alternatively, you can also provide a Sprinklr login email address of the user.

More Details: https://dev.sprinklr.com/client-credentials-get

Step 5: Share Credentials Securely

1. You'll need to provide:

   • Sprinklr Environment (App/Prod0/Prod2/Prod3/Prod4)

   • Client ID (API Key)

   • Client Secret

   • Technical Contact (name and email)

Requirements

Please share the following information to the LevelAI support team to enable the Sprinklr integration:

Credentials

Please provide the following credentials obtained from the Authentication step above

Usernames of social accounts

Please provide the usernames of the social accounts for which we need to enable the import from

Capabilities of the Integration

We support pulling data from all the channels configured in Sprinklr. Following is a list of the channels supported by Level AI.

Source: https://dev.sprinklr.com/message-v1

Additional points to note:

1. Conversation Ownership

Please note that an entire conversation is assigned to a single agent upon case closure. The system does not split a conversation's ownership even if multiple agents were involved. The full transcript is attributed to the final agent who closes the case.

• Example: If Agent A starts a chat with a customer and Agent B takes over to resolve and close the case, the entire conversation, including all of Agent A's messages, will be assigned to Agent B.

2. Message Channel Mapping

Please note that all interactions from different social media sources are categorized as 'Chat'. The system unifies various message types from platforms like Instagram and Facebook into a single channel for consistency.

• Example: A direct message from Instagram, a public comment on a Facebook post, and a reply on X (formerly Twitter) will all be labeled as 'Chat' within the conversations view.

3. Media Content Handling

Please note that only text from conversations is imported. Multimedia content like images, videos, or reels is not transferred and will be indicated as a 'partial message'.

• Example: If a customer sends a photograph of a product via Facebook Messenger, the agent will see a placeholder like [partial message] instead of the actual image.

Frequently Asked Questions (FAQs)

Q: How often does the system fetch new data from Sprinklr?

A: The integration syncs with Sprinklr once every hour to fetch new conversations and updates.

Q: Can we import our past conversation history from Sprinklr?

A: Yes, historical data can be imported. To do this, please specify the exact time frame required for the import (e.g., "last 6 months" or "January 1, 2024, to June 30, 2024") in your integration request.

APIs used from Sprinklr

APIs used to fetch are mentioned in detail in this document. Please refer Page: Splinkr Integration Implementation doc: