Key Concepts
Understand the core building blocks of the Netomi platform before you start building.
Core entities
| Entity | Description |
|---|---|
Agent | An AI bot configured to handle a specific use case (support, sales, etc.) |
Conversation | A threaded exchange between an end user and an agent |
Message | A single turn in a conversation, from either the user or the agent |
Knowledge | Articles, FAQs, and documents the agent uses to answer questions |
Webhook | An HTTP callback Netomi sends when conversation events occur |
How a conversation flows
- A user sends a message via your chat widget, app, or channel integration.
- Netomi routes the message to the configured agent.
- The agent uses its training and knowledge sources to generate a reply.
- The reply is returned synchronously and (optionally) emitted as a webhook event.
- If the agent cannot resolve the issue, it escalates to a human agent via handoff.
Channels
Netomi supports the following channels out of the box:
- Web chat widget
- Voice
- WhatsApp / SMS
- Slack, Microsoft Teams
- Custom (via REST API)
Environments
| Environment | Purpose |
|---|---|
sandbox | Free testing — no real users, isolated agents |
production | Live traffic — billed per conversation |
Next steps
- Quickstart — make your first API call
- Authentication — set up API keys
Was this page helpful?