Actors

This section describes the main actors involved in the Sprinklr Live Chat platform and their roles.

Sprinklr SaaS

The trusted, centralized cloud platform operated by Sprinklr. Responsible for chat orchestration, authentication, LLM integration, and partner management.

Partner Organization

An external entity (e.g., a bank, retailer) that integrates Sprinklr Live Chat into its own web or mobile applications.

Partner Web App

The web or mobile application owned by the partner, embedding the Sprinklr SDK for end-user chat.

Partner Backend

The API server hosted by the partner, providing dynamic user data, session context, and personalized knowledge to Sprinklr.

Partner Admin User

A user from the partner organization responsible for configuring, managing, and monitoring the Sprinklr integration.

End User

An individual (customer or internal user) of the partner organization who interacts with the partner’s application and uses the live chat feature.

External LLM API

Third-party large language model providers (e.g., OpenAI, Anthropic) used for generating contextual responses.