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Data Flows

This section describes the key data flows within the Sprinklr Live Chat platform, illustrating how information moves between actors and system components.

High-Level Data Flow

  1. End User Login:
    The end user logs into the partner web or mobile app.

  2. Authentication:
    The partner app authenticates the user and requests a session token from Sprinklr SaaS.

  3. Live Chat Initiation:
    The end user initiates a chat session via the embedded Sprinklr SDK.

  4. Session Establishment:
    The partner app presents the session token to Sprinklr SaaS, which validates and establishes a secure WebSocket channel.

  5. Message Exchange:
    Messages are exchanged in real time between the end user and Sprinklr SaaS, with optional context or data fetched from the partner backend.

  6. LLM Integration:
    Sprinklr SaaS may call external LLM APIs to generate contextual responses, using knowledge from the partner backend or uploaded FAQs.

Detailed Data Flow Diagram

flowchart TD EU["End User"] PWA["Partner Web App"] PB["Partner Backend"] SLC["Sprinklr SaaS"] LLMAPI["External LLM API"] EU -- "Login" --> PWA PWA -- "Authenticate" --> PB PWA -- "Request Token" --> SLC SLC -- "Issue Session Token" --> PWA EU -- "Live Chat (via SDK)" --> SLC SLC -- "S2S/API Call" --> PB SLC -- "LLM Query" --> LLMAPI

Security Considerations

  • All data flows crossing trust boundaries are protected with TLS (for browser to service) and mTLS (for service to service).
  • Authentication and authorization are enforced at every step.
  • Sensitive data is encrypted in transit and at rest.
  • For communication between the end user and the Sprinklr Live Chat Service, session tokens are generated via a partner system. These tokens establish a secure authentication and authorization (authn/authz) channel.
  • A short-lived token is issued per session, with a brief TTL, and is refreshed periodically to maintain security without long-lived credentials.