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Sprinklr Service Integration Guide
Sprinklr Service integrates with enterprise systems through REST APIs, OAuth-based authentication, and selected tenant-dependent webhook or callback capabilities.
Sprinklr Service integration options at a glance
Sprinklr Service provides REST APIs for accessing and updating Cases, Contacts, Conversations, Messages, Users, Agents, and Queues, subject to tenant configuration, permissions, and API version. OAuth-based access tokens authenticate requests. Sprinklr also supports webhook- or event-style capabilities for selected platform use cases, although coverage varies by object, product module, and tenant. A universal bulk API, direct database access, general attachment API, GraphQL API, and current SOAP API were not confirmed. Martini can consume the documented APIs, receive supported callbacks, paginate and checkpoint scheduled synchronizations, transform payloads, apply business rules, and expose controlled APIs for downstream applications.
| Integration point | Supported by Sprinklr Service? | Common use cases | How Martini supports it |
|---|---|---|---|
| REST APIs | Yes | Retrieve and update Cases, Contacts, Conversations, Messages, Users, Agents, and Queues; support scheduled synchronization and downstream API façades. | Martini can consume Sprinklr REST APIs from workflows, generate reusable API integration assets where applicable, map responses, apply business rules, and expose normalized APIs. |
| Webhooks / outbound callbacks | Limited | Receive selected event or webhook-style notifications where the tenant, product module, and event type support them. | Martini can receive supported webhook notifications, validate and deduplicate payloads, retrieve current Sprinklr state, and continue processing asynchronously. |
| Authentication | Yes | Authenticate API requests using OAuth-based access tokens, client credentials, tenant configuration, and permission-controlled resources. | Martini stores client secrets and token configuration in protected environment settings and applies bearer authentication to outbound requests. |
| Incremental synchronization | Limited | Retrieve changed Cases, Contacts, Conversations, or Messages using documented timestamps, filters, pagination, and selected event notifications where available. | Martini can schedule workflows, persist checkpoints, page through results, and resume processing after transient failures. |
| Bulk / async / batch APIs | Not confirmed | No universal Sprinklr Service bulk or asynchronous API was confirmed; large loads should use controlled pagination and workflow batching. | Martini can implement bounded batching, checkpointing, throttling, and retry behavior without assuming a vendor bulk endpoint. |
| File / attachment APIs | Not confirmed | Files or media may occur in channel-specific Cases, Conversations, or Messages, but a generally applicable attachment API was not confirmed. | Martini can handle attachments only after the relevant resource API, representation, authorization, and expiration behavior are confirmed. |
| Database access | Not confirmed | Direct access to the hosted Sprinklr application database was not confirmed and should not be used as the integration assumption. | Martini should use Sprinklr APIs or documented event and export mechanisms rather than direct database connectivity. |
| SDKs | Not confirmed | The developer portal documents APIs, but a required official Sprinklr Service SDK was not confirmed. | Martini can consume documented HTTP APIs directly without depending on a vendor SDK. |
How Sprinklr Service exposes data and business events
Sprinklr Service REST APIs
Sprinklr Service exposes REST APIs through its developer platform. Available resources, fields, API versions, permissions, and tenant-specific endpoints must be confirmed for the target environment. REST is the primary documented integration method for Cases, Contacts, Conversations, Messages, Users, Agents, and Queues.
Martini implementation pattern
Martini implementation pattern: configure OAuth-based authentication in protected environment settings, invoke the required Sprinklr endpoint from a workflow, handle pagination and response validation, map the resource to a canonical model, apply business rules, and write the result to a target system or expose it through a Martini API.
Implementation sequence
Selected Sprinklr webhook events
Sprinklr supports event or webhook-style capabilities for selected platform use cases, but coverage is not universal across Cases, Conversations, Messages, or other objects. Event types, payloads, retries, and configuration must be verified for the tenant and enabled product features.
Martini implementation pattern
Martini implementation pattern: expose or configure a receiving workflow for the supported callback, validate the notification, authenticate or verify the request according to the Sprinklr capability, deduplicate the event, retrieve the latest object state when ordering matters, and route the normalized result to downstream systems.
Implementation sequence
Common Sprinklr Service integration patterns
Pattern 1: Synchronize Cases with Salesforce
When to use this pattern
Use this pattern when customer-service teams need Sprinklr Case activity and customer context in Salesforce. A scheduled or supported event-driven flow can synchronize selected Cases while preserving Sprinklr as the source for defined service fields.
Integration direction
Example Mapping
| Sprinklr Service Field | Canonical Field | Target Field |
|---|---|---|
| id | externalCaseId | Sprinklr Case ID |
| status | caseStatus | Status |
| priority | priority | Priority |
| queue | serviceQueue | Queue or owner group |
Martini implementation pattern
Martini retrieves changed Cases with pagination, resolves related Contacts and assignment data when needed, maps fields to Salesforce, and performs an idempotent create-or-update using the Sprinklr Case ID. Business rules determine which Cases are shared and which system owns each status field. Transient failures are retried with backoff and failed items are retained for replay.
Martini capabilities used
- workflows
- API consumption
- scheduling
- data mapping
- business rules
- error handling
Pattern 2: Escalate Sprinklr Cases to ServiceNow
When to use this pattern
Use this pattern when high-priority Cases, service-level breaches, or defined issue categories require IT or operations handling in ServiceNow.
Integration direction
Example Mapping
| Sprinklr Service Field | Canonical Field | Target Field |
|---|---|---|
| id | sourceCaseId | Correlation ID |
| priority | impactUrgency | Impact and urgency |
| description | issueSummary | Short description and description |
| queue | assignmentGroup | Assignment group |
Martini implementation pattern
A Martini workflow identifies qualifying Cases, validates required escalation fields, creates or updates a ServiceNow incident, stores the incident reference against the source identifier, and synchronizes approved resolution states back to Sprinklr. Duplicate prevention and bounded retries protect against repeated incident creation.
Martini capabilities used
- workflows
- API consumption
- data mapping
- business rules
- idempotency
- error handling
Pattern 3: Synchronize Contacts and Cases with Microsoft Dynamics 365
When to use this pattern
Use this pattern when customer-service ownership and customer information must be aligned across Sprinklr Service and Microsoft Dynamics 365 Customer Service.
Integration direction
Example Mapping
| Sprinklr Service Field | Canonical Field | Target Field |
|---|---|---|
| contactId | customerExternalId | External contact ID |
| caseNumber | serviceCaseReference | Case reference |
| status | normalizedStatus | Case status |
| agent | assignedUser | Owner |
Martini implementation pattern
Martini normalizes Contacts and Cases, resolves cross-system identifiers, applies field ownership and status-transition rules, and performs bidirectional updates only for approved fields. Reconciliation workflows identify missing records, conflicts, and updates that failed after the source checkpoint.
Martini capabilities used
- workflows
- API consumption
- data mapping
- business rules
- reconciliation
- error handling
Pattern 4: Load Sprinklr Service data into Snowflake
When to use this pattern
Use this pattern for operational reporting, historical analysis, and service-performance datasets built from Cases, Conversations, Messages, Queues, and agent assignments.
Integration direction
Example Mapping
| Sprinklr Service Field | Canonical Field | Target Field |
|---|---|---|
| id | sourceObjectId | Sprinklr object key |
| updatedTime | lastModifiedAt | Modified timestamp |
| queue | serviceQueue | Queue dimension |
| messageText | sanitizedContent | Restricted message column |
Martini implementation pattern
A scheduled Martini workflow applies incremental filters and pagination, flattens nested Sprinklr structures, removes or restricts sensitive content, and loads curated batches into Snowflake. Checkpoints, controlled concurrency, and replay handling support reliable extraction when no universal bulk API is available.
Martini capabilities used
- scheduling
- workflows
- API consumption
- data transformation
- privacy rules
- checkpointing
- error handling
Applications commonly integrated with Sprinklr Service
Sprinklr Service can be integrated with adjacent customer-service, CRM, engineering, collaboration, and analytics applications using their documented APIs. These are architectural integration targets rather than claims that Sprinklr provides a native integration for each product.
| Application | Scenario | Direction | Martini Pattern |
|---|---|---|---|
| Salesforce | Synchronize customer profiles, service Cases, account context, escalations, and selected status updates between customer-service and CRM teams. | Sprinklr Service → Martini → Salesforce | A scheduled Martini workflow retrieves changed Cases and Contacts, maps Sprinklr identifiers and statuses to Salesforce fields, performs idempotent upserts, and optionally sends controlled status updates back to Sprinklr. |
| ServiceNow | Create IT, operations, or incident-management records from Sprinklr service interactions and return resolution or assignment status. | Sprinklr Service → Martini → ServiceNow | Martini evaluates Case priority, category, and service-level conditions, creates or updates a ServiceNow incident, stores the external reference, and synchronizes approved status changes. |
| Microsoft Dynamics 365 | Align Contacts, Cases, customer data, and service ownership with Microsoft customer-service workflows. | Sprinklr Service → Martini → Microsoft Dynamics 365 | Martini normalizes Sprinklr Contacts and Cases, applies ownership rules, upserts Dynamics records using external identifiers, and routes selected changes in the reverse direction. |
| Zendesk | Coordinate customer support cases, customer profiles, and escalations between Sprinklr Service and Zendesk environments. | Sprinklr Service → Martini → Zendesk | A workflow maps Case and Contact data into Zendesk ticket and user structures, applies routing rules, deduplicates by Sprinklr ID, and returns selected ticket status changes. |
| Jira | Create engineering or product-support issues from service Cases and return issue progress to service teams. | Sprinklr Service → Martini → Jira | Martini filters Cases by issue category or escalation criteria, creates Jira issues with mapped context, stores the Jira key, and processes approved status callbacks or scheduled updates. |
| Snowflake | Centralize Cases, Conversations, Messages, Queues, and agent assignment data for reporting and historical analysis. | Sprinklr Service → Martini → Snowflake | A scheduled workflow pages through changed Sprinklr objects, normalizes nested payloads, applies privacy rules, and loads curated data into Snowflake with checkpoints and replay handling. |
| Slack | Notify service, operations, or escalation channels when selected Cases or service events require attention. | Sprinklr Service → Martini → Slack | Martini receives a supported event or runs a filtered schedule, evaluates severity and routing rules, and sends a minimized notification containing links or identifiers rather than sensitive message content. |
| Microsoft Teams | Deliver case escalation notifications and operational updates to support teams. | Sprinklr Service → Martini → Microsoft Teams | A Martini workflow transforms qualifying Case events or scheduled results into Teams notifications, applies channel-routing rules, and records delivery outcomes for retry or investigation. |
How to build a Sprinklr Service integration in Martini
Objective
Establish the Sprinklr Service connection using tenant-specific API configuration and OAuth-based credentials without embedding secrets in workflow logic.
Instructions in Martini
- Confirm the Sprinklr host, API version, enabled resources, roles, and permissions
- Configure client ID, client secret, token endpoint, and environment values securely
- Use bearer authentication for outbound Sprinklr API requests
- Test access against the specific resources required by the integration
Objective
Select a schedule, API request, or supported Sprinklr event based on the required latency and confirmed tenant capabilities.
Instructions in Martini
- Use a scheduler for incremental Case, Contact, or Conversation synchronization
- Use a receiving workflow for verified Sprinklr webhook or callback events
- Define checkpoints such as a last successful modification timestamp
- Avoid assuming that every object change produces an event
Objective
Obtain the current Sprinklr resource and related objects while controlling pagination, filtering, and throughput.
Instructions in Martini
- Apply documented filters and page through results
- Retrieve the latest resource state when event ordering matters
- Process Cases, Contacts, Conversations, Messages, Users, Agents, or Queues only when enabled
- Persist progress so interrupted runs can resume safely
Objective
Coordinate validation, enrichment, routing, target writes, and response handling in a maintainable Martini workflow.
Instructions in Martini
- Validate required identifiers and response structures
- Resolve related Contacts, Queues, or agent data when needed
- Route records according to priority, category, ownership, or privacy rules
- Separate transient failures from permanent validation and authorization errors
Objective
Convert Sprinklr payloads into canonical and destination-specific models without coupling business rules to unstable API structures.
Instructions in Martini
- Map Sprinklr object IDs to stable external identifiers
- Normalize status, priority, timestamps, queues, and agent assignments
- Flatten nested Conversations or Messages only for approved target uses
- Minimize sensitive content in downstream payloads and logs
Objective
Create or update downstream records and optionally expose a controlled API for applications that need normalized Sprinklr data.
Instructions in Martini
- Use idempotent upserts where the target supports them
- Store destination references for bidirectional synchronization
- Apply field ownership rules before sending updates back to Sprinklr
- Return controlled responses from Martini APIs rather than exposing raw credentials or payloads
Common Sprinklr Service data objects used in integrations
| Object | Typical Use | Common target systems | Martini handling |
|---|---|---|---|
| Cases | Track customer issues, requests, complaints, service interactions, status, priority, assignment, and timestamps. | Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk, Jira, Snowflake | Martini retrieves or receives supported Case changes, maps status and ownership fields, uses the Sprinklr object ID for idempotency, and writes audit or checkpoint data. |
| Contacts | Represent customer or consumer profiles associated with Cases and service interactions. | Salesforce, Microsoft Dynamics 365, Zendesk, Snowflake | Martini normalizes profile fields, applies data-minimization rules, resolves external identifiers, and upserts contacts in downstream systems. |
| Conversations | Represent customer-service interaction threads across supported digital, messaging, or social channels. | Snowflake, Salesforce, Microsoft Dynamics 365 | Martini retrieves supported Conversation resources, preserves relationship keys, flattens nested structures for analytics, and avoids logging sensitive content unnecessarily. |
| Messages | Represent individual inbound or outbound communications within a Conversation or service interaction. | Snowflake, Salesforce, collaboration platforms | Martini processes Messages only where permissions and APIs allow, applies privacy rules, and transfers content or metadata according to the target use case. |
| Users / Agents | Identify service agents, supervisors, and operational users involved in handling work. | Salesforce, ServiceNow, Microsoft Dynamics 365, Snowflake | Martini maps agent identifiers and roles to target ownership or reporting dimensions and handles missing or changed assignments explicitly. |
| Queues | Represent routing and work-allocation structures for Cases and interactions. | Salesforce, ServiceNow, Snowflake | Martini synchronizes queue identifiers and names, applies routing rules, and uses queue data to determine target ownership or reporting group. |
Authentication and security considerations
OAuth-based authentication
Sprinklr documents OAuth-based API authentication using client credentials, access tokens, bearer authorization, and tenant-specific configuration. Exact scopes, roles, token lifetimes, and accessible resources depend on the Sprinklr environment.
Protecting credentials and data
- Store client secrets and token configuration in protected Martini environment settings.
- Restrict Sprinklr permissions to the resources required by each workflow.
- Apply data minimization to Cases, Conversations, Messages, attachments, and personally identifiable information.
- Limit operational logs and avoid recording full message bodies unless required.
Operational considerations for Sprinklr Service integrations
Throughput and reliability
- Confirm tenant-specific rate limits and use pagination, server-side filters, controlled concurrency, and bounded retries with backoff.
- Persist checkpoints for incremental synchronization and replay failed items safely.
- Use stable Sprinklr object identifiers for idempotency and deduplicate webhook events.
- Retrieve current object state when callbacks can arrive out of order.
Schema and content variability
- Confirm API versions, enabled resources, status values, permissions, and tenant-specific fields.
- Isolate mappings from business rules so field and enum changes can be managed independently.
- Validate attachment and media representations, access permissions, expiration behavior, and size limits before transfer.
- Test representative Cases, Contacts, Conversations, Messages, Queues, and agent assignments before production deployment.
Why use Martini instead of scripts or point-to-point integrations?
Maintainable orchestration
Martini provides a workflow layer for authentication, API calls, pagination, transformations, business rules, target writes, and error handling rather than scattering this logic across scripts or point-to-point links.
Reusable integration assets
- Expose controlled APIs for applications that need normalized Sprinklr data.
- Reuse mappings, validation, authentication configuration, and synchronization logic across workflows.
- Support scheduled, API-led, and selected event-driven processing in one integration environment.
- Centralize checkpoints, retries, logging, monitoring, and reconciliation for operational visibility.
Frequently asked questions
Sprinklr Service can be integrated through its documented REST APIs using OAuth-based access tokens. Selected tenant and product configurations may also support webhook- or event-style notifications. Enterprise workflows typically retrieve or receive Cases, Contacts, Conversations, Messages, Users, Agents, and Queues, then map and synchronize them with downstream systems.
Yes. Martini can consume Sprinklr Service REST APIs, authenticate with protected OAuth configuration, orchestrate scheduled or event-driven workflows, transform Sprinklr data, and expose controlled APIs for downstream applications. Martini can also receive supported Sprinklr callbacks where the relevant tenant capability is enabled.
No. A dedicated Sprinklr Service connector is not required. Martini can integrate using Sprinklr's documented REST APIs, OAuth authentication, and supported webhook or callback mechanisms. A native Martini Sprinklr Service connector was not documented in the supplied materials.
Lonti does not charge an additional per-connector or per-vendor fee to integrate Sprinklr Service. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from Sprinklr, cloud infrastructure, or other third-party systems depending on subscription, usage, and deployment model.
Sprinklr supports event or webhook-style capabilities for selected platform use cases, but coverage is not universal. Event types, payloads, retry behavior, and availability for Cases, Conversations, Messages, or other objects must be verified for the target tenant and enabled product features.
Large synchronizations should use documented filters, pagination, incremental timestamps where available, controlled batching, and persisted checkpoints. Workflows should use stable Sprinklr object IDs as idempotency keys so retries do not create duplicate Cases, Contacts, incidents, or tickets.
Martini workflows can map Sprinklr payloads to canonical and destination-specific models, normalize statuses and timestamps, flatten nested Conversations or Messages, enrich records with related Contacts or Queues, and apply ownership, routing, privacy, and validation rules before writing to another system.
Yes. Martini can expose a controlled REST API that normalizes selected Sprinklr resources for internal or downstream applications. The façade can manage authentication, transformation, filtering, business rules, error responses, and protection of tenant-specific Sprinklr details.
Related Martini documentation
API Integration
Workflows
Connect Sprinklr Service with your enterprise systems
Use Martini to build secure, maintainable Sprinklr Service integrations around documented APIs, supported events, workflow orchestration, data mapping, and operational controls.