Dialogue branch
Gateway decision
Read answer and handoff only after a successful 200 response.
AHD queue
Transfer when handoff is true or when the API node cannot produce a valid decision.
Transfer triggers
- The user asks for a real person or the issue requires human handling.
- The user describes a possible life-threatening emergency.
- The response sets handoff to true.
- The API returns a non-200 status, times out, or returns an invalid body.
- Sprinklr cannot map or safely display the response.
Conversation context
Sprinklr should retain and present the conversation to the receiving agent according to AHD policy. The Medrics gateway does not create a parallel transcript store and should not be treated as the record of the conversation.
Operational evidence
Capture the Sprinklr case identifier, the gateway X-Request-Id, UTC time, response status, and observed branch. Do not copy the message body or bearer token into incident records unless an approved privacy process explicitly requires it.