Learn the basics of how the Emplifi integration works.
Who maintains the integration
The Emplifi integration is built and maintained by Emplifi.
Basic scope
When a review is received in Emplifi, it will post the review to the Conversation Timeline, provided there the email address is available.
If the review matches a certain set of triggers in Emplifi (e.g., a less than satisfactory review), Emplifiwill post a task to a designated Inbox in Gladly for Agents to act upon. Upon receiving the Task, Agent can send a follow-up to the Customer via email or another Channel of choice.
How the integration Works
Emplifi uses the Gladly POST Create Item API to add a note to the Conversation Timeline upon receipt of a review.
If the review matches a set of criteria configured in Emplifi, it will use the Gladly POST Create Task API to add a Task to a select Inbox in Gladly.