We are changing how we store digital media (e.g. Photos, videos) originating from Meta (Facebook, Instagram, WhatsApp) private conversations. While these updates will enhance the way Sprinklr stores the media assets of customers, they might also require to do a one time adjustment in their workflows working on previously extracted data

What’s Changing? 

Current State: Customers can generate and export media URLs to access Meta data for external viewing and reporting outside of Sprinklr using either (a) Sprinklr Developer APIs, (b) Sprinklr webhooks, or (c) manual/scheduled exports.

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Future State: As part of our security updates, these URLs will now point towards a more secure database. Please note that media of only below mentioned Meta message types will be affected:

• Facebook Private Conversations

• WhatsApp Private Conversations

• Instagram Private Conversations

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Customer Impact: Only customers who are extracting data from Sprinklr and then using stored old media URLs in some workflows are affected by this change. Such customers need to do one-time technical adjustments described below. Existing APIs of Sprinklr will remain working the same.

Please note that the Sprinklr platform will operate without any interruptions. However, only workflows that involve using the stored URLs outside of Sprinklr will need one-time modifications  

What actions do you need to take?

1. Review Existing Workflows: Determine whether any workflows rely on older stored media URLs that are not refreshed.

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2. One-time Technical Adjustments: For these workflows, you will need to implement one or more of the following changes:

• Re-fetch the complete message again using the current Data Fetch API's and you will get new URLs

• Export the same report again and you will get new URL

• Use the new Resolve media API to resolve those old URLs to new URLs

3. Coordinate with Your Team: Ensure all relevant stakeholders are informed and prepared to implement these changes.

Link to technical documentation for your reference - Technical Document.docx

At this time we are focusing our efforts on Meta and workflows for other channels will not be affected. We plan to continue enhancing our security posture around media URLs for other channels over time, and we will continue sharing updates before those changes go into effect.

How to Update your Workflows?  

For customer using previously Extracted Media

Old Media URLs extracted via Data APIs/ Webhooks/ Manual or scheduled export reports will not work. To solve this, refer to “One-time technical adjustments” of previous section.

For customer fetching new data via Sprinklr APIs, Webhook subscriptions

No change needs to be made as all URLs received after this change will work as expected.

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Timeline

These changes will be rolled out beginning January 23, 2025. We recommend reviewing your processes and making the necessary adjustments.

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If you have any questions, concerns, or need additional support, please reach out to me or tickets@sprinklr.com.

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Thank you for your cooperation as we work together to enhance data security.

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