Copy of Meta Security Updates - FAQs
Updated
Q: What is a media URL?
A: Media URLs are unique web addresses (links) generated for accessing media files such as images, videos, and audio. With respect to these changes, these are URLs associated with media within messages shared via Meta channels such as Facebook, WhatsApp, Instagram.
Q: What Changes Are Being Made?
A: Updates are being implemented to improve the security of how media data related to Meta channels— Facebook, WhatsApp, and Instagram—can be accessed using media URLs.
Currently, Sprinklr customers generate media URLs for Meta data stored in S3 buckets, which can then be exported and stored externally. These URLs are unprocessed and fetched directly from Sprinklr's public buckets. To enhance security, these URLs are being updated. The following message types will be impacted:
Facebook Private Conversations
Instagram Private Conversations
WhatsApp Private Conversations
Within the message types above, the following data types will be affected:
Inbound Messages: Media received from Meta channels
Auto Imported Messages: Media auto imported from Meta channels into Sprinklr
Media Assets in DAM: Media shared via these conversations which are stored within Digital Asset Management.
Old media URLs will no longer point to the respective media files. However, there is no risk to the underlying data. Customers can access the data through updated URLs by re-fetching the message or using the Secure Media API.
Q: Will this change impact other message types?
A: At this time, workflows related to all other message types will not be affected. We will continue enhancing security for media URLs across other message types and channels over time, and we will share updates before those changes go into effect.
Q: What does an "old media URL" mean?
A: Any media URL that is generated by the client, for example in excel exports taken, before Jan X 2025 is considered as an Old Media URL.
Q: What media can be present for each impacted message type above?
A: The following media types can be present.
Facebook Private Conversations
Photo
Video
Carousal
Template Type
Location
Link
Instagram Private Conversations
Photo
Video
Carousal
WhatsApp Private Conversations
Photo
Video
Audio
Chat Templates
Q: What Features, Products, or Workflows within the Sprinklr Platform will be Affected?
A: This change will only affect two types of cases.
Externally Stored Media URLs before Jan X 2025
Importing Messages/Assets using the Bulk Import tool where the media URLs are old.
In addition, only data related to the following Meta applications is in scope:
Facebook Private Conversations
Instagram Private Conversations
WhatsApp Private Conversations
Within the message types above, the following data types will be affected:
Inbound Messages: Media received from Meta channels
Auto Imported Messages: Media auto imported from Meta channels into Sprinklr
Media Assets in DAM: Media shared via these conversations which are stored within Digital Asset Management
All other message types and workflows will remain unaffected.
Q: What Steps Can Customers Take to Mitigate Potential Impact?
A: Following this change, the media URLs of Sprinklr will change their structure. If customers are generating these URLs and are not storing them permanently, then there is no change in workflows. Else, they will have to leverage Sprinklr’s new Secure Media API, and refetch the stored URLs to update their structure
Q: How Can Customers Determine Which Workflows Are Affected?
A: If customer have been storing media URLs outside of Sprinklr before Jan X, then they need to leverage Sprinklr’s new Secure Media API, and refetch the stored URLs to update their structure.
Q: What Is the Timeline for this Work?
A: The data migration will be done in phases beginning on January X, 2025, with full migration being completed by February Y, 2025.
Please find the list of customers included in each phase along with timelines here: Project Plan - Meta DPA Changes.xlsx
Q: Is There a Risk Customers Will Lose Data?
A: We do not anticipate any risk of customer data loss as a result of these updates.
Q: Will Customers Be Notified?
A: Yes, customers will be sent email communications between January X-Y Jan (as per the customer phase) detailing the changes. These communications will also include the actions customers can take to prevent any issues with their workflows. Please find the list of customers included in each phase along with timelines here: Project Plan - Meta DPA Changes.xlsx.
Q: Will These Changes Impact Customer Usability of the Sprinklr Platform?
A: These updates will not affect how customers engage with Facebook, Instagram, or WhatsApp data within the Sprinklr platform. Once updates to the media URLs are completed, customers will only be impacted in the below two cases
Externally Stored Media URLs before Jan X 2025.
Importing Messages/Assets using the Bulk Import tool where the media URLs are old.
It is possible that we experience some platform disruption as part of these changes. To mitigate this risk, we are proceeding with a phased approach to implement the changes so that any functionality issues can be remediated on a rolling basis. If your customer experiences any issues with other workflows or functionality, please report that to tickets@sprinklr.com.
Q: Why is Sprinklr Making These Changes?
A: Sprinklr is proactively strengthening security controls to align with industry best practices to limit how long non-public media can be available for download. Additionally, As noted by Rory after our Q3 earnings announcement, we are taking steps to address technical and architectural debt and harden the platform. The remediation of one aspect of that debt – how Sprinklr stores data from Meta channels including Facebook, Instagram and WhatsApp.
Q: Who will Customers Reach out to?
A: Customers should reach out to Sprinklr Support and their Success Managers/Managed Services Consultants in case of any queries.
Q: Who Do I Escalate Questions To?
A: Customers should reach out to Sprinklr Support and their Success Managers and/or Managed Services Consultants in case of any queries.
Q: What is the CURL that can be used to call the Secure Media API?
A:
Sample CURL:
curl -X GET \
-H 'Authorization: Bearer {{Enter your Access Token}}' \
-H 'Key: {{Enter your API KEY}}' \
-H 'accept: application/json'
Q: What about Facebook Profile Data, such as the profile photo in Link. Will this link also expire?
A: No, these will not be impacted.
Q: Will there be any impacts for changesets or rollback?
A: No, within Sprinklr there is no expiry of media URLs.
Q: Customers sometimes add import DAM assets to workspace B from workspace A. Will this change cause any impact?
A: Yes, the excel file that is used to run the import should have the updated media URLs post the migration. If they have old media URLs, then they will not work as imports.
Q: Customers sometimes bulk import messages into the editorial calendar from excel. Will this change cause any problems?
A: Yes, the excel file that is used to run the import should have the updated media URLs post the migration. If they have old media URLs, then they will not work as imports.
Q: Will the users get a message with the details if the link is expired?
A: No, they will not.