This article outlines the end-to-end process for setting up SFTP-based user sync on Advocacy.

Steps to Set Up SFTP-based User Sync

1. Server Hosting and Setup

The first decision is where the SFTP server will be hosted. The server can either be provisioned by Sprinklr or hosted on the client's end, depending on internal preferences and policies. Regardless of who hosts it, the following five details are required for the integration to work, and must be exchanged between both sides:

• Host and Port: identifies the location of the server.

• Username and Password: credentials to log into the server.

• Path: the directory where the file must be uploaded.

If the client is hosting, they share the information with us and if sprinklr is hosting, we share these details with the client.

2. File Format and Fields

Once the server for SFTP is set up, Sprinklr will align with the client on the file format and the data it should contain. The file must always be in XLSX format (CSV and XLS are not supported), and the file name must always be CommunityUserSync.xlsx, which cannot be renamed. The client is requested to share the list of screeners and custom fields they wish to update via SFTP. Based on this, a sheet structure will be finalized where Email is the primary identifier and the only mandatory column, followed by one column per screener question or custom field. Headers and values are case-sensitive and must exactly match what is configured on the Advocacy instance.

To know more about the format of uploaded file, you can refer to Secure File Transfer Protocol (SFTP) User Sync Guide.

3. Sample File and Field Mapping

Once the column structure is finalized, the client is requested to populate the sheet with a few sample rows containing real values and share it back with the Sprinklr team. The backend team will use this sample to map each screener and custom field column to its corresponding internal ID, which ensures that updates land on the correct fields during processing.

4. Frequency and Run Schedule

The SFTP sync runs at a maximum frequency of once per week. Most clients are set up on a weekly cadence, and a biweekly schedule is also available if preferred. The processing job runs on a fixed day of the week agreed upon with the client, and is scheduled during off-hours to avoid impacting end users. The client is responsible for ensuring the latest file is uploaded to the SFTP folder before the scheduled run day. Only the latest file is retained, since every new upload overwrites the previous one. The file must contain the full user list every week (not incremental updates), users not included in a given file will simply not be updated that week.

5. Error Logs

After every weekly run, an error log file is generated and placed on the SFTP server. The client can download this log the day after the run. Only the most recent log is retained on the server.

Error log contains:

1. Row number

2. Email

3. Field that caused the failure

4. The reason for failure

Common Reasons for Sync Failures

• Headers not mapped to an internal ID

• Values that do not exist in the screener’s configured options

• Case mismatches (for example"usa" vs "USA")

• Incorrect spacing or formatting

• Missing email addresses in a row

It is recommended to review the log after each run and correct any source data issues before the next upload. Once all five steps are completed, the SFTP integration will go live and continue running on the agreed schedule. For any future changes to fields, schedules, or credentials, please contact Sprinklr Support at tickets@sprinklr.com.

To get information on how to revoke/reinstate users, refer to Automatically Revoke and Reinstate Users via SFTP.

To get information on how to pre-provision users via SFTP, refer to Pre‑Provision Users via SFTP.