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Create an email conversation API

  • 1.  Create an email conversation API

    Posted 06-05-2025 18:40

    DaviniaGarridoLope | 2018-04-04 15:30:44 UTC | #1

    Hello, I am trying to create an email conversation but I have found some problems:

    • From Developer Tools everything works fine.
    • From Data Action I can create the conversation, but the mail remains in the queue without an agent being able to access it, so it is impossible to interact with it.

    • Using Java SDK API, I can create the conversation, but I am not able to set message body to the email.

    Is there any way to create an email conversation with Data Action or with Java SDK API?

    Thanks!

    Jason_Mathison | 2018-04-04 12:24:18 UTC | #2

    Can you show what you have setup in developer tools that works vs. what you have in your data action that doesn't work?

    DaviniaGarridoLope | 2018-04-04 15:21:45 UTC | #3

    Developer tools:

    { "queueId": "XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX", "provider": "Davinia", "toAddress": "dmgarrido@XXX.com", "fromAddress": "dmgarrido@XXX.es", "subject": "Test", "direction": "OUTBOUND", "htmlBody": "Hola, esto es una prueba con html" }

    Data action:

    INPUT CONTRACTS

    { "$schema": "http://json-schema.org/draft-04/schema#", "title": "Create Email", "description": "Create Email", "type": "object", "required": [ "toAddress", "subject", "htmlBody" ], "properties": { "htmlBody": { "description": "htmlBody", "type": "string" }, "subject": { "description": "subject", "type": "string" }, "toAddress": { "description": "toAddress", "type": "string" } } }

    OUTPUT CONTRACTS

    { "$schema": "http://json-schema.org/draft-04/schema#", "type": "object", "properties": {} }

    REQUEST

    { "requestUrlTemplate": "/api/v2/conversations/emails", "requestType": "POST", "headers": {}, "requestTemplate": "{\"queueId\": \"83d1d38d-bb76-4c75-a8e3-74d2cae564bc\",\"provider\": \"purecloud email\",\"toAddress\": \"${input.toAddress}\", \"fromAddress\": \"dmgarrido@indra.es\", \"subject\": \"${input.subject}\",\"direction\": \"OUTBOUND\",\"htmlBody\": \"${input.htmlBody}\"}" }

    RESPONSE

    { "translationMap": {}, "successTemplate": "${rawResult}" }

    Jason_Mathison | 2018-04-06 14:41:03 UTC | #4

    I reproduced the issue and contacted the development team about this.

    The issue is that Data Actions use OAuth client credentials while the developer center uses your user credentials. Emails created with OAuth client credentials not working is currently expected behavior.

    Adding the capability to do more with Client credentials is currently under discussion. I am forwarding this thread on to the appropriate Product Manager to let her know of your interest in this capability.

    --Jason

    anon39326996 | 2018-04-09 18:08:31 UTC | #5

    Could you elaborate what are you trying to achieve? For example, are you expecting to send outbound email notifications triggered from a call flow? Are you expecting to route any of the replies to those emails to agents?

    DaviniaGarridoLope | 2018-04-10 13:25:08 UTC | #6

    I am trying to reproduce the behavior of this button:

    For example, during a call interaction, the agent then pushes a button where an API is called and creates an email conversation with some automatic information within the email body. This automatic body information contains some interaction data (for example, the call ID, or others).

    system | 2018-05-11 13:38:35 UTC | #7

    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: 2694



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