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API to create a new outbound interaction

  • 1.  API to create a new outbound interaction

    Posted 06-05-2025 18:49

    Taras | 2019-12-11 13:49:47 UTC | #1

    Hi there,

    I'm trying to use API /api/v2/conversations/emails with ClientId ClientSecret to create a new outbound email interaction. I can run API and no errors, 200 OK result, seems like everything is fine with data, but not with GUI. Purecloud GUI behavior is completely different if to use ClientId ClientSecret and Authorization Code Grant.

    The problem is that with ClientId ClientSecret I can’t see it from here, even it is a live conversation

    Here you can find source code: https://github.com/tbuha/purecloud-new-outbound-email/blob/master/Program.cs

    Could anyone explain why I have different GUI experience with different Authorization types?

    Thanks!

    anon39326996 | 2019-12-11 13:54:44 UTC | #2

    This is not supported. The ability to use the API without specific user using it will be turned off in a couple of weeks. See announcement here: https://developer.mypurecloud.com/forum/t/bug-fix-outbound-emails-on-behalf-of-queue-can-be-created-by-users-only/6395

    Taras | 2019-12-11 14:29:19 UTC | #3

    So what can be as a solution to create a new outbound email interaction?

    From the bug description:

    Impact: Outbound emails created on behalf of queue will stop working when created using client credentials. The API will return 400 at that point.

    Why it still returns 200 like everything is fine?

    Also in the bug description something mentioned about wrap up code and notes. What if to use API to update wrap up code, notes, etc from the custom development, after that to transfer interaction to the agent again?

    And what will happen if somebody already using API or wasting time for investigation and making more issues for Purecloud?

    When you are going to turn off this API? And what else you are going to close?

    Thanks.

    anon39326996 | 2019-12-11 14:33:47 UTC | #4

    It returns 200 until we turn it off in January. It was always intended to return 400, but due to a bug, it returns 200 and works. We didn't want to make a breaking change without providing advanced notice so it still returns 200.

    Besides the announcement, we also reached out to the couple of customers who discovered the loophole in our code.

    warren | 2019-12-11 14:48:49 UTC | #5

    Hi Lucie,

    Thanks for your feedback. I understand this is a bug, but surely the idea is to have a solution for something that will be taken away. If more bugs are found in API's is the approach just to delete them. This makes it very difficult to develop as one never knows what API could be deleted.

    Kind Regards

    anon39326996 | 2019-12-11 14:51:19 UTC | #6

    It certainly wouldn't be common. It's not that we are removing this API when using client credentials due to a bug. It's that the API was never intended or designed to be used for client credentials to begin with. The bug is that it returns 200 when client credentials are used rather than 400.

    warren | 2019-12-11 15:02:56 UTC | #7

    Thanks for the reply. My last question, so from a development side there is no guarantee that what one is building will always be working in Purecloud. That is a very difficult situation as a piece of custom development can be running a clients business

    Becky_Powell | 2019-12-11 15:37:59 UTC | #8

    Hi Warren,

    Rest assured, we are exceedingly cautious when introducing any changes that may disrupt or otherwise impact any consumers of our APIs. Please find our change management policy here and let us know if you have any further questions.

    warren | 2019-12-12 04:03:53 UTC | #9

    Thanks for the replies Lucie and Becky. I hope you can see my reasoning for my question, as our main concern is to protect Purecloud clients, thanks again.

    Kind Regards

    Taras | 2019-12-12 13:19:45 UTC | #10

    Hi,

    Will it be possible from our custom web app based on Authorization Code Grant and Single Sign-on to use API /api/v2/conversations/emails to create a new outbound email interaction? Do you have any restrictions in a such scenario?

    Thanks.

    anon39326996 | 2019-12-12 21:35:24 UTC | #11

    Auth grant will still work for this API.

    system | 2020-01-12 21:35:24 UTC | #12

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 6691



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