This is to inform you that our Engineering team & internal testing have confirmed that this issue is now resolved. Meanwhile, we are following up with the channel for RCA and proactively fixing old incorrectly grabbed messages.". If you encounter any further issues related to this incident, please get in touch with the Sprinklr Support Team.
Posted Sep 13, 2024 - 04:47 UTC
Update
We are continuing to monitor for any further issues.
Posted Sep 12, 2024 - 07:23 UTC
Update
We are continuing to monitor for any further issues.
Posted Sep 12, 2024 - 12:45 UTC
Monitoring
We are facing this issue for few accounts. Some of the brand comments published from Sprinklr on an Instagram account will be marked as fan posts in Sprinklr and the profile for the comment will be displayed as "Private User" OR "Instagram User".
Impact Areas - Reporting - In reporting all the brand comments published from Sprinklr will be marked as fan posts instead of brand posts. Inbound Instagram Columns on Engagement Dashboards - The brand comments published from Sprinklr will be marked with "Instagram user" or "Private User" profiles in Instagram inbound columns.
Service and case management - All such brand Instagram comments, will be marked as fan messages, and will be shown as fan comments in cases. Resolution - We are working on fixing this issue in Sprinklr, to start marking the brand comments correctly. We have raised the issue with Meta as to why we are not getting the username of the IG profile for brand IG comments published from Sprinklr. We will update on the timeline by when this will be fixed.
Posted Sep 12, 2024 - 07:21 UTC
This incident affected: Instagram (America (Prod), America (Prod6), America (Prod8), America (Prod2), EMEA (Prod3), EMEA (Prod5), EMEA (Prod15), EMEA (Prod16), EMEA (Prod17), EMEA (Prod18), APAC (Prod4), APAC (Prod11)).