Sprinklr BYOC Connector for Salesforce Digital Engagement

Sprinklr’s BYOC connector brings digital engagement from 30+ social and messaging channels into Salesforce Service Cloud. Inbound conversations route through Salesforce Omni-Channel, while agents respond from the Sprinklr console embedded beside Salesforce case details. Each conversation maps to a Salesforce Case for routing, automation, and reporting. Teams combine Salesforce-native operations with Sprinklr’s channel depth, rich media, and engagement tools in one workspace, eliminating tab switching and preserving channel-specific context throughout every customer interaction at scale.

Agents can work with WhatsApp templates and conversation-window warnings, social post and thread context, rich media, and other channel-native actions directly within Salesforce. Sprinklr Copilot, Smart Responses, translation, macros, guided workflows, compliance checks, scheduled replies, and automatic case summaries support faster, more consistent handling. New or updated channels can be introduced without custom development, while Salesforce remains the system of record for Omni-Channel routing, case management, and reporting.