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Sprinklr is a United States based unified customer experience management platform that combines social media management, marketing, advertising, conversational AI, live chat, and social listening. Websites embed Sprinklr through widgets such as live chat and engagement tools. These widgets set cookies for functionality, analytics, and marketing.
Sprinklr is a unified customer experience management platform headquartered in the United States. It brings together social media management, marketing, advertising, conversational AI, live chat, and social listening within a single suite. Organisations commonly embed Sprinklr into their websites through widgets such as live chat windows and engagement tools, which run in the visitor browser.
When a Sprinklr widget loads, it can set several categories of cookies. Functional cookies maintain the chat session and route requests across servers, analytics cookies measure how visitors interact with the widget, and marketing cookies support advertising and engagement campaigns. Depending on the configuration, Sprinklr may also process the content of chat conversations and associated identifiers.
Under the GDPR and the ePrivacy Directive, the analytics and marketing cookies Sprinklr sets are not strictly necessary, so they require prior consent under ePrivacy Art. 5(3). The website operator typically acts as controller for the personal data collected, while Sprinklr acts as a processor under a data processing agreement. The chat functionality requested by a user can rely on contract or legitimate interest, but tracking that goes beyond that purpose needs a separate legal basis.
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Non essential Sprinklr cookies should fire only after the visitor gives explicit, informed, and freely given consent through a consent management platform. The widget scripts should be blocked until consent is recorded, and visitors must be able to withdraw consent as easily as they gave it. The strictly necessary cookies that keep a user requested chat session alive may load without consent.
Sprinklr processes data in the United States, although regional data centres are available for some customers. Transfers of personal data outside the European Economic Area rely on Standard Contractual Clauses and supplementary safeguards. Operators should document these transfers in their records of processing and inform visitors in the privacy notice.
To deploy Sprinklr compliantly, map the cookies it sets, classify them correctly, and gate the non essential scripts behind your consent banner. Sign a data processing agreement with Sprinklr, configure regional data residency where possible, and keep your cookie policy and privacy notice up to date. Test that declining consent genuinely prevents analytics and marketing cookies from being written.
Websites using Sprinklr must obtain user consent under GDPR regulations.
DPIA considerations
A data protection impact assessment should consider several factors when deploying Sprinklr. (1) The scope of personal data collected through chat conversations, analytics, and marketing widgets, including any special category data users might disclose during support. (2) The lawful basis for each processing activity, separating user requested chat from analytics and marketing tracking that needs consent. (3) The international transfer of data to the United States and the adequacy of Standard Contractual Clauses and supplementary measures. (4) The processor relationship with Sprinklr, the data processing agreement, and sub processors involved. (5) Data subject rights, retention periods, and the security measures protecting conversational and behavioural data.
Sample consent text
We use Sprinklr to power live chat, analytics, and marketing features. With your consent, these tools set cookies to measure engagement and personalise communication. You can accept, reject, or manage your choices at any time.
Third-party domains contacted
sprinklr.comsprinklr.helpce.sprinklr.comCookies placed
| Name | Type | Duration | Purpose |
|---|---|---|---|
| sprinklr_session | Functional | Session | Maintains the live chat session and links a visitor to their ongoing conversation. |
| _spr_analytics | Analytics | 1 year | Measures how visitors interact with the Sprinklr widget to improve performance. |
| _spr_mkto | Marketing | 1 year | Supports advertising and engagement campaigns and personalisation of communications. |
| sprinklr_lb | Functional | Session | Load balancing cookie that routes requests to the correct server for stable delivery. |
Sprinklr places tracking cookies for advertising — comply with GDPR using FlowConsent.
Sprinklr typically sets a functional session cookie to maintain live chat, a load balancing cookie for stable delivery, an analytics cookie to measure widget interaction, and a marketing cookie for advertising and engagement. The exact cookies depend on which Sprinklr modules you enable. You should audit them with a scanner before publishing your cookie policy.
Yes, consent is required for the analytics and marketing cookies because they are not strictly necessary under ePrivacy Art. 5(3). The functional cookies that keep a user requested chat session running can load without consent. You must therefore gate the non essential Sprinklr scripts behind your consent banner.
The analytics and marketing cookies rely on consent under GDPR Art. 6(1)(a) and ePrivacy Art. 5(3). The support chat that a user actively requests can rely on contract or legitimate interest for that specific purpose. You should document the basis for each processing activity in your records of processing.
Yes, Sprinklr processes data in the United States, although regional data centres are available for some customers. Transfers outside the European Economic Area rely on Standard Contractual Clauses and supplementary safeguards. You should disclose these transfers in your privacy notice and consider regional data residency where offered.
A full DPIA is not always mandatory, but it is advisable because Sprinklr can process chat content, analytics, and marketing data at scale and transfers data internationally. Assess the volume and sensitivity of the data, the legal bases, and the transfer safeguards. If the processing is likely to result in a high risk to individuals, a DPIA is required.
Block the non essential Sprinklr scripts until the visitor consents through your consent management platform, and load only the strictly necessary chat cookies by default. Sign a data processing agreement with Sprinklr, configure regional data residency where available, and document transfers. Keep your cookie policy accurate and test that declining consent prevents analytics and marketing cookies.
Yes, alternatives include other customer experience and live chat platforms such as Zendesk, Salesforce Service Cloud, and Intercom, including some with European hosting options. Each has its own cookie and data transfer profile, so evaluate them against your compliance needs. Choosing a provider with EU data residency can simplify your transfer obligations.
List each Sprinklr cookie with its name, category, purpose, and duration, and explain that analytics and marketing cookies require consent. Disclose that data may be transferred to the United States under Standard Contractual Clauses. Review the policy whenever you enable new Sprinklr modules, since these can introduce additional cookies.