Component-Level Threat Analysis
This section provides a detailed threat analysis for each major component of the Sprinklr Live Chat system, including threats, mitigations, known gaps, potential impacts, incident response, and dependencies.
End User Devices
Threats: - Device compromise (malware, root/jailbreak, keyloggers) - Session hijacking (stolen tokens, browser vulnerabilities) - Phishing (credential theft, fake login pages) - Session token compromise via XSS on partner domain if Sprinklr tokens are stored in localStorage or cookies - Use of outdated or insecure browsers
Mitigations: - Secure tokens (short-lived, bound to device/browser) - HTTPS enforced for all communications - User education and anti-phishing guidance - Sprinklr session tokens must be stored only in memory (never in localStorage or cookies) - Document and enforce this in SDK and integration guides - Warn users on outdated/insecure browsers
Known Security Gaps / Limitations: - Device-level compromise (malware/root) may bypass all browser-based controls - Reliance on partner browser security for XSS/CSRF protection - User behavior (e.g., falling for phishing) is hard to control
Potential Impact / Failure Scenarios: - Compromised device can leak session tokens, credentials, or chat data - Phishing may result in account takeover or impersonation - XSS on partner domain could expose Sprinklr session tokens if not properly protected
Incident Response & Monitoring: - Monitor for anomalous login/session activity - Alert on multiple device logins or suspicious geolocations - Provide rapid session/token revocation on suspected compromise
Dependencies: - Partner browser security and update process - User security awareness - Sprinklr SDK session management
Partner Web App
Threats: - XSS/CSRF - Supply chain (SDK) - API key leakage - Unauthorized SDK use by unapproved partners/domains - Dependency compromise
Mitigations: - CSP - Input validation - SDK integrity checks - Strict CORS policy - Domain whitelisting - Signed SDK delivery - Subresource integrity (SRI) - Regular dependency audits
Known Security Gaps / Limitations: - If the partner app is compromised (e.g., via XSS), Sprinklr session tokens in memory may still be at risk. - Reliance on partner-side enforcement for domain whitelisting and CORS; misconfiguration can expose APIs or SDK. - Supply chain attacks on dependencies may not be detected immediately. - If a partner app bans or revokes an end user's access during an active session, the user may continue to interact with Sprinklr until their short-lived session token expires (token revocation lag).
Potential Impact / Failure Scenarios: - Successful XSS or supply chain attack could allow attackers to impersonate users, steal tokens, or manipulate chat. - Misconfigured CORS or domain whitelist could allow unauthorized access to Sprinklr APIs or SDK. - Dependency compromise could introduce malicious code into the partner app. - Banned or deprovisioned users may retain access to live chat for the duration of their valid session token, potentially violating partner policy or compliance requirements.
Incident Response & Monitoring: - Monitor for anomalous API usage patterns and failed CORS/domain checks. - Alert on unusual SDK download patterns or integrity check failures. - Rapidly revoke/rotate API keys and session tokens if compromise is detected.
Dependencies: - Partner browser security (XSS, CSP enforcement) - Sprinklr SDK integrity and update process - External package registries (npm, etc.) - Sprinklr API and authentication endpoints
Partner Admin Users
Threats: - Credential theft (phishing, malware, password reuse) - Privilege escalation (misconfigured roles, dashboard bugs) - Session hijacking - Insider threats (malicious or negligent admin actions) - API key/secret leakage - Social engineering attacks targeting admin users
Mitigations: - Enforce MFA for all admin logins - Role-based access control (RBAC) with least privilege - Backend-enforced IP whitelisting per organization/vendor for dashboard access - Strong password policies and periodic rotation - Secure session management (short TTL, inactivity timeout) - Audit logging of all admin actions and configuration changes - Regular review of admin accounts and privileges - User education and anti-phishing training
Known Security Gaps / Limitations: - If an admin account is compromised, attacker may have broad access until detected and revoked - Reliance on partner organization to promptly deprovision former admins - Social engineering attacks may bypass technical controls
Potential Impact / Failure Scenarios: - Compromised admin account could lead to unauthorized configuration changes, API key/secret exposure, or disabling of security controls - Privilege escalation could allow a lower-privileged user to gain admin access - Insider threat could result in intentional or accidental data leakage or service disruption
Incident Response & Monitoring: - Monitor and alert on suspicious admin activity (e.g., logins from new locations, privilege changes, mass config updates) - Alert on access attempts from non-whitelisted IPs - Immediate revocation of compromised admin accounts and rotation of exposed secrets - Regular review of audit logs for anomalous or unauthorized actions - Defined escalation and recovery procedures for admin account compromise
Dependencies: - Identity provider and authentication mechanisms (MFA, SSO) - Secure dashboard implementation and RBAC enforcement - Accurate org/vendor IP inventory and backend IP whitelisting enforcement - Timely communication from partner organizations regarding admin personnel changes
Sprinklr Live Chat Service
Threats: - WebSocket hijacking - DOS / DDoS Attacks - Cross-tenant leakage - Session persistence after partner-side user ban/revocation - Multiple simultaneous sessions by the same user (potential DoS/DDoS/resource exhaustion)
Mitigations: - TLS - Session authentication - Tenant isolation - Hidden CAPTCHA and bot detection to prevent automated abuse and bot-driven DoS - Support for short-lived tokens and, if feasible, real-time token revocation or session invalidation - Enforce only one active live chat session per end user
Known Security Gaps / Limitations: - If a partner revokes or bans a user's access during an active chat session, the user may continue to interact with Sprinklr until their session token expires, unless real-time revocation is implemented.
Potential Impact / Failure Scenarios: - Banned or deprovisioned users from a partner, may still continue to access live chat, potentially leading to compliance or abuse issues. - Multiple active sessions for a single user could be abused to exhaust system resources or disrupt service availability.
Incident Response & Monitoring: - Monitor for chat activity from users recently deprovisioned by the partner. - Provide mechanisms for partners to request immediate session invalidation if required.
Dependencies: - Partner-side user management and ban/revocation logic - Sprinklr session token TTL and revocation mechanisms
LLM Context Service
Threats: - Malicious uploads (poisoned FAQ/knowledge, prompt injection) - Chat messages from user can also lead to prompt injection - Data poisoning (intentional or accidental) - LLM output leakage (sensitive data exposure) - Abuse of LLM agentic flows (unintended function calls) - Excessive or malformed requests (DoS)
Mitigations: - Upload validation and sanitization for all partner-provided data - LLM output monitoring and filtering for sensitive data - Add and maintain an internal LLM guardrail layer on top of local or external LLM services to prevent prompt injection and enforce policy - End-user-based isolation to prevent cross-user/tenant data leakage - Rate limiting and quotas on LLM queries - Least privilege for LLM agentic flows (function whitelisting) - Audit logging of uploads and LLM queries
Known Security Gaps / Limitations: - LLMs may still leak sensitive data if prompt/output filtering is bypassed - New LLM vulnerabilities may emerge (prompt injection, jailbreaks) - Reliance on partner to provide clean, non-malicious data
Potential Impact / Failure Scenarios: - Data poisoning could degrade LLM accuracy or cause harmful outputs - Sensitive data leakage via LLM responses - LLM agentic flows could trigger unintended actions
Incident Response & Monitoring: - Monitor for anomalous LLM queries and outputs - Alert on upload of suspicious or malformed data - Rapid rollback of poisoned knowledge uploads
Dependencies: - LLM provider security and update process - Partner data hygiene - Sprinklr upload validation and monitoring
Sprinklr Dashboard & Integration Backend
Threats: - XSS/CSRF in dashboard UI - API key/secret leakage (in logs, browser, or config) - Insider threats (malicious or negligent admin actions) - Privilege escalation via dashboard bugs - Misconfiguration leading to exposure of sensitive data or APIs
Mitigations: - Secure coding practices (input validation, output encoding) - Strong authentication (MFA, SSO) - Audit logging of all admin/config actions - RBAC and least privilege for dashboard users - Secure storage and handling of API keys/secrets - Regular security reviews and penetration testing
Known Security Gaps / Limitations: - Insider threats may bypass technical controls - Reliance on timely deprovisioning of admin users - Complex configuration may lead to accidental exposure
Potential Impact / Failure Scenarios: - XSS/CSRF could allow attacker to hijack admin sessions or modify config - API key/secret leakage could compromise partner integrations - Misconfiguration could expose sensitive data or APIs
Incident Response & Monitoring: - Monitor and alert on suspicious dashboard activity - Immediate revocation of compromised admin accounts or secrets - Regular review of audit logs and config changes
Dependencies: - Secure dashboard implementation and update process - Identity provider (MFA, SSO) - Timely communication from partner organizations regarding admin changes
S2S LLM Callback to Partner Backend
Threats: - Unauthorized S2S access (spoofed Sprinklr calls) - Data leakage (sensitive data in callback) - Token hijack from a legit user can expose sensitive information from the user - Replay or injection attacks - Callback flooding (DoS) - Misconfigured callback endpoints
Mitigations: - Mutual TLS (mTLS) for all S2S callbacks - Strict validation of callback data and endpoints - For sensitive/customer-specific information, do not fetch directly via S2S; instead, send a redirection/request to the end user, who forwards it to the partner backend, preserving compliance and reducing risk of exposure - Rate limiting and quotas on callback requests - Signed requests and nonces to prevent replay/injection - Allowlisting of partner callback endpoints
Known Security Gaps / Limitations: - Reliance on partner to secure their backend and endpoints - Callback endpoint misconfiguration may expose data - mTLS certificate management complexity
Potential Impact / Failure Scenarios: - Unauthorized access to partner backend or data leakage - Callback flooding could disrupt partner backend availability - Replay/injection could result in unauthorized actions
Incident Response & Monitoring: - Monitor and alert on failed or suspicious callback attempts - Rapid revocation of mTLS certificates on compromise - Regular review of callback endpoint configuration
Dependencies: - Partner backend security and endpoint management - Sprinklr mTLS certificate management - Callback validation and monitoring
Sprinklr SDK Security & Supply Chain
Feature: Automatic SDK Updates (Hot Patching) - The Sprinklr SDK is delivered via a central CDN URL (e.g., CloudFront/S3). By updating the SDK at this location, all partner web apps automatically receive the latest version without requiring code changes or redeployment by the partner. - This enables rapid rollout of security hot patches and critical fixes in response to emerging threats.
Threats: - Supply chain attacks (malicious/tampered SDK, compromised dependencies) - Unauthorized use of SDK by unapproved partners/domains - SDK delivery via insecure channels (MITM, spoofing) - Compromise of the SDK delivery pipeline could instantly impact all partners - Unintended breaking changes or regressions due to auto-update
Mitigations: - Serve SDK only over HTTPS with strong authentication and access control - Use signed SDK bundles and enforce subresource integrity (SRI) in partner apps - Maintain a domain/app whitelist for SDK access (enforced at delivery and runtime) - Harden CSP and CORS policies to restrict resource loading and cross-origin requests - Regularly audit SDK dependencies and monitor for vulnerabilities - Provide versioned SDKs and deprecate insecure versions promptly - Audit logging and alerting for all SDK updates - Strict access controls and multi-party approval for SDK publishing - Option for partners to pin SDK versions for stability/compliance, with clear communication protocol for emergency hot patches