Genesys Cloud - Main

Hi all,

Is it possible to read an inbound email interaction while it is waiting (in-queue) and before it is transferred to an agent ?

My question here, because there is sometimes we got calls from customers ask us if we have read their emails, however it was not  delivered yet to the agents and we cannot read it from Performance>Queue activity, we see only "active conversation"

Any idea ?

Thank you in advance.
#PlatformAdministration
#SystemAdministration
#Unsure/Other

No, it is not possible to read an email that is waiting in queue.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Thank you George for the confirmation

Original Message:
Sent: 04-09-2019 13:13
From: George Ganahl
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

No, it is not possible to read an email that is waiting in queue.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Related to this topic, you can vote on the following idea to add it:
https://purecloud.ideas.aha.io/ideas/CLDIG-I-278

------------------------------
Mathieu Poulain
AXA General Insurance Japan Limited.
------------------------------

Original Message:
Sent: 04-09-2019 14:24
From: Oudderhem Mostafa
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Thank you George for the confirmation


Original Message:
Sent: 04-09-2019 13:13
From: George Ganahl
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

No, it is not possible to read an email that is waiting in queue.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Voted :-)

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 04-10-2019 04:08
From: Mathieu Poulain
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Related to this topic, you can vote on the following idea to add it:
https://purecloud.ideas.aha.io/ideas/CLDIG-I-278

------------------------------
Mathieu Poulain
AXA General Insurance Japan Limited.
------------------------------


Original Message:
Sent: 04-09-2019 14:24
From: Oudderhem Mostafa
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Thank you George for the confirmation


Original Message:
Sent: 04-09-2019 13:13
From: George Ganahl
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

No, it is not possible to read an email that is waiting in queue.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Thank you Mathieu Poulain

I have voted also


------------------------------
Oudderhem Mostafa
Coverage-Communication
------------------------------

Original Message:
Sent: 04-10-2019 05:50
From: Matthew Calton
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Voted :-)

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------


Original Message:
Sent: 04-10-2019 04:08
From: Mathieu Poulain
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Related to this topic, you can vote on the following idea to add it:
https://purecloud.ideas.aha.io/ideas/CLDIG-I-278

------------------------------
Mathieu Poulain
AXA General Insurance Japan Limited.


Original Message:
Sent: 04-09-2019 14:24
From: Oudderhem Mostafa
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Thank you George for the confirmation


Original Message:
Sent: 04-09-2019 13:13
From: George Ganahl
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

No, it is not possible to read an email that is waiting in queue.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Not to discount George's answer, because generally the PureCloud Conversations API is only available to applications that authenticate via Authorization Code Grant or Implict Grant.  However, I did some investigation a few weeks back for similar request and I was able to "read" an email in queue before it was delivered to an agent using Client Credentials Grant.  It seems that "read" access is all that you have available however, there is no possibility to perform any other Conversations API operation on the email.

Here are the respective APIs that you should look at:

GET /api/v2/conversations/emails/{conversationId}  -> This will return you information about the overall email conversation

GET /api/v2/conversations/emails/{conversationId}/messages  -> This will return you a list of all the messageIds in the conversation

GET /api/v2/conversations/emails/{conversationId}/messages/{messageId}  -> This will return you the actual text of the email.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

My bad. I was going from the standard views available, not looking at the custom API angle.

So, yes Oudderhem, you can write an app that uses the API to read an email in queue per Jim's suggestion. Or use the Developer Tools on developer.mypurecloud.com if you just want to read the occasional email, as long as you know how to do what Jim is describing.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-11-2019 10:24
From: Jim Crespino
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Not to discount George's answer, because generally the PureCloud Conversations API is only available to applications that authenticate via Authorization Code Grant or Implict Grant.  However, I did some investigation a few weeks back for similar request and I was able to "read" an email in queue before it was delivered to an agent using Client Credentials Grant.  It seems that "read" access is all that you have available however, there is no possibility to perform any other Conversations API operation on the email.

Here are the respective APIs that you should look at:

GET /api/v2/conversations/emails/{conversationId}  -> This will return you information about the overall email conversation

GET /api/v2/conversations/emails/{conversationId}/messages  -> This will return you a list of all the messageIds in the conversation

GET /api/v2/conversations/emails/{conversationId}/messages/{messageId}  -> This will return you the actual text of the email.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Thank you George and Jim, I will check with customer if they can go through API for this demande

Thank you.
Original Message:
Sent: 04-11-2019 10:37
From: George Ganahl
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

My bad. I was going from the standard views available, not looking at the custom API angle.

So, yes Oudderhem, you can write an app that uses the API to read an email in queue per Jim's suggestion. Or use the Developer Tools on developer.mypurecloud.com if you just want to read the occasional email, as long as you know how to do what Jim is describing.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 04-11-2019 10:24
From: Jim Crespino
Subject: Can we read an inbound email interaction while it is in-queue (waiting) ?

Not to discount George's answer, because generally the PureCloud Conversations API is only available to applications that authenticate via Authorization Code Grant or Implict Grant.  However, I did some investigation a few weeks back for similar request and I was able to "read" an email in queue before it was delivered to an agent using Client Credentials Grant.  It seems that "read" access is all that you have available however, there is no possibility to perform any other Conversations API operation on the email.

Here are the respective APIs that you should look at:

GET /api/v2/conversations/emails/{conversationId}  -> This will return you information about the overall email conversation

GET /api/v2/conversations/emails/{conversationId}/messages  -> This will return you a list of all the messageIds in the conversation

GET /api/v2/conversations/emails/{conversationId}/messages/{messageId}  -> This will return you the actual text of the email.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com