Table of Contents
Learn the basics of how the Netomi integration works.
Who maintains the integration #
Netomi integration with Gladly is built and maintained by Netomi.
Basic scope #
A webhook listens for Conversation events (open, close, status change, contact updates) in Gladly. Then using an Inbox created specifically for Netomi, Conversations in this Inbox are used to automate responses where possible. Conversations that need human intervention are reassigned to certain Inboxes as configured in the AI studio.
- Netomi AI only responds when a Conversation is Open, which could be a new Conversation or a previously waiting/closed Conversation that changed to Open status.
- Netomi AI will only respond to Conversations in the AI Inbox (based on Entry Point settings) then hands over to another Agent-staffed Inbox if it cannot solve an issue.
APIs used for the integration #
Below are the Gladly APIs used for this integration.
| API Name | Description | API Endpoint |
| Get Conversation Details | Netomi gets agent id, inbox id, and Conversation status from the response. | GET – /api/v1/conversations/{conversationId} |
| GET – /api/v1/conversations/{conversationId} | 1. Update status to mark Conversation CLOSED. 2. Update assignee or Inbox id for the conversation. | PATCH – /api/v1/conversations/{conversationId} |
| Get Conversation Item Details | Get information for: 1. Initiator 2. Respond 3. Message Content | GET – /api/v1/conversation-items/{itemId} |
| Get Conversation Item Details | Get information for: 1. Name, Address 2. Emails, Phone 3. Custom Attributes | GET – /api/v1/customer-profiles/{customerId} |
| Respond to User Email | POST – /api/v1/conversations/{conversationId}/emails | |
| Update Customer Profile | Use to update Customer Profile from AI Conversations. | PATCH – /api/v1/customerprofiles/{customerId} |
| List of Inboxes | To hand over the Conversation to a specific inbox. This should be configured with AI studio Setting Page. | GET – /api/v1/inboxes |
