Ingestion of Live Chat Cases
Updated
Live Chat Data Import Guidelines:
Adhere to the following specifications for successful import of live chat data into Sprinklr:
File Directory:
Maintain a single, consistent directory where Sprinklr configuration searches for files.
Ensure a one-to-one mapping between a specific importer configuration and a directory. No two importer configurations can point to the same directory.
File Extension and Content:
Sprinklr currently supports only zip or tar.gz files for live chat data.
Each zip file should contain one metadata file and one message-level file containing all messages of the case.
Metadata file includes case-level data (e.g., case ID, case start time, customer ID, custom fields).
Message file includes message-level details (For example, message text, message timestamp, author of the message).
File Prefix:
Maintain a consistent prefix for zip files. The configuration searches for zip files with this consistent prefix (For example, Partner_Call_1.zip, Partner_Call_2.zip).
Like the zip file, there also has be a prefix for the metadata file inside the zip/tar file. Inside zip/tar, if Sprinklr does not find any metadata or message file with expected extensions then that zip/tar file gets ignored.
Metadata File Extension:
Sprinklr currently supports three types of metadata file extensions: JSON, XML, and CSV. Partners must adhere to these extensions for all selected files.
Metadata Contents:
Every conversation must contain a unique conversation ID for system identification.
Ensure consistency in metadata contents across all cases for a single configuration.
In the absence of an agent ID in the config, the system assigns the case to the default bot user.
The system does not currently support the import of customer profiles. If the customer ID is present, a new profile is created; otherwise, the case is associated with a backend-created profile consistent across partners.
If the timestamp of messages is not present in the metadata, the current time of upload is considered the case creation time.
Message File:
Each message has a unique object ID.
Every message has an author ID to determine if the message is sent by the agent or the customer.
If the customer ID in the metadata file matches the author ID in the message file, the message is sent by the customer; otherwise, it is sent by an agent (or bot).
Processing Time:
On average, SFTP integration takes 1 second to upload a live chat case containing around 100 messages (both brand and customer).
Sample Files:
Metadata Template
Message Template
These guidelines ensure accurate and efficient integration of live chat data into the Sprinklr system, enabling the creation of cases based on the imported information.