Secure File Transfer Protocol (SFTP) User Sync Guide
Updated
Overview
Sprinklr Advocacy supports integrating external user data through a Secure File Transfer Protocol (SFTP) workflow. This allows you to upload your files on a scheduled basis, enabling updates to user information, custom fields, and screener questions directly into the Advocacy platform.
In this article, we explain how the SFTP system is set up, what you are expected to upload, how uploaded files are processed, how updates appear in the platform, and how error handling and value synchronization rules are applied. We also cover important cases, limitations, and usage guidelines. Together, this documentation serves as a complete reference for your engineering, data, and administrative teams.
What the SFTP Sync Does
The SFTP workflow enables you to:
Upload a weekly file containing the entire user list, not incremental updates
Update custom fields (After January 2026)
Update screener question responses
Override any manual UI updates made by end users
Automatically apply segmentation rules based on updated values
All updates occur securely through Sprinklr’s SFTP infrastructure.
SFTP Workflow Summary
Below is the full end-to-end process:
Step 1: Upload File
Upload via SFTP using provided credentials. The file must be named: CommunityUserSync.xlsx.
Upload to the designated SFTP folder.
Only the latest file is maintained, new uploads overwrite previous ones.
Step 2: Weekly Processing Job Runs
Sprinklr runs the processing job once per week on a mutually agreed day.
The job reads the full file and updates:
Custom fields
Screener questions
Manual values entered by users are overridden by SFTP.
Step 3: Error Log Generated
On the following day, you can download the error log.
All error log files are stored and can be retrieved when needed.
Step 4: Changes Visible in Advocacy
Screener changes appear after browser refresh.
Segmentation changes appear after user re-login.
File Format and Structure
The SFTP sync requires a single XLSX file with the following structure:
Mandatory Column
Column | Description |
Primary key used to identify users (case-insensitive match) |
Additional Columns
Each additional column corresponds to:
A Custom Field
A Screener Question
These fields must match the configured field names in the platform exactly.
Example File
Country | Department | Interest Areas | |
India | Marketing | HR,Finance | |
USA | Sales | Operations |
Rules:
Multi-select values use comma separators (",")
Space " " is considered a valid value, not blank
Headers are case-sensitive
Values are case-sensitive
All rows must be included every week (full file, not partial)
Field Mapping Logic (How Columns Map to Fields)
Sprinklr maintains an internal mapping that links:
Column headers → Internal field IDs
Internal field IDs → Field types (Custom Field or Screener Question)
Example (user-friendly explanation):
"Country" → Screener Question (ID: 64f88c74...)
"Department" → Screener Question (ID: 68b33296...)
"Is Advocacy" → Custom Field (ID: _c_6828da9a...)
Why this matters:
If you add, rename, or delete a custom field or screener question in the platform, the mapping must be updated. Otherwise, the SFTP file will fail.
Note: Please submit a request to the Support team at tickets@sprinklr.com, as they handle this process.
Update Rules and Behaviour
Full File Required Each Time
The system expects the complete user list every week. Missing users will not be removed - they simply won't be updated.
Manual Updates Are Overwritten
If you change the screener response in the UI, SFTP will replace it during the next weekly run.
Hidden Screener Fields Are Also Updated
Even fields hidden via SSO rules get updated via SFTP.
Case Sensitivity
Everything is case sensitive:
Header names
Screener values
Custom field values
Dropdown values
Mismatch leads to errors or rejected rows.
Multi-select Format
Use commas with no special characters. Example: HR,Finance,OperationsSegmentation Timing
After SFTP update:
Screener reflects after browser refresh
Segmentation rules apply after login
Error Handling and Logs
After the weekly job is processed:
An Error Log file is generated on the SFTP server.
Only the most recent log is stored.
Log contains:
Row number
Email
Field causing failure
Reason (e.g., value not found, wrong case, missing mandatory field)
You can download this file the next day.
Examples of common failure reasons:
Header not mapped
Value does not exist in screener options
Wrong case (e.g., “usa” vs “USA”)
Spaces used incorrectly
Missing email
Security and Access
Sprinklr ensures:
Secure file exchange through industry-standard SFTP over SSH.
Access is restricted to authenticated users.
Data is encrypted during transfer.
Only authorized client personnel can upload or download.
This follows Sprinklr’s enterprise-grade compliance standards.
Dos and Don'ts
To ensure smooth weekly updates: