Weekday Sprinklr social care triage briefing in Slack

Every weekday at 8:30am, review my Sprinklr social care queue and send my support leads a triage briefing in Slack.

Start with Sprinklr Search Cases to pull open cases, filtered to high priority and to the queues my social care team owns. If the result set is large, work through the most recently updated cases first.

For the most severe cases in that list, use Sprinklr Get Case to read the full conversation history and the customer context attached to the case, including the customer profile and follower count where they are available. Judge severity from that detail rather than from the case summary alone.

Group what you find by theme. Start with billing complaints, outage reports, product bugs, and complaints from high-follower accounts, and add a theme if a cluster clearly does not fit those. Then rank the cases by risk of public escalation. Weigh how angry and how public the customer is, how many customers the problem appears to affect, how long the case has gone without a reply, and how large the customer's audience is.

Post one message to the support leads channel using Slack Send a Message. List the top cases in ranked order, grouped under their theme headings. For each case, give a one-line summary of the problem, the Sprinklr case number, and a recommended owner or team to pick it up. Keep it scannable, since people read this on a phone before standup.

For every case ranked as high escalation risk, also use Sprinklr Add Comment to leave an internal note on that case. The note should explain in a couple of sentences why the case was flagged and what makes it risky, so the assigned agent sees the reasoning in context instead of having to dig it out of Slack. Only comment on the high risk cases, not on everything in the briefing.

Important constraint: this workflow reads cases and adds internal notes only. It cannot change a case status, priority, or assignee. The owner named in the Slack message is a recommendation for a human to action, not an assignment. Do not word the briefing or the internal notes as if a case has already been reassigned, escalated in the system, or resolved.

If no open cases meet the bar on a given morning, post a short all clear message to the channel instead of skipping the run, so the leads know the queue was checked.