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  • 1.  Create Email Interaction from conversations-api

    Posted 11-13-2023 13:23
    No replies, thread closed.

    Hi,

    I am wanting to create an email interaction into cloud cx using a API from a webform. (just a standard cloud cx email, not using any 3rd party addons)

    I have found that the below API could work...

    /api/v2/conversations/emails

    It asks for a provider, I would have thought for Provider i would need to use..

    PureCloud Email

    but i am unable to, so i am not sure what to set as the provider.

    Can anyone shed any light?

    Maybe there is another way to do this?

    Thanks
    Danny


    #DigitalChannels

    ------------------------------
    Danny Chorley
    IKEA Limited
    ------------------------------


  • 2.  RE: Create Email Interaction from conversations-api

    Posted 11-13-2023 15:58
    No replies, thread closed.

    Hi Danny,

    You can use anything but "Purecloud Email" as provider.

    The issue with this API is that even though you'll get an incoming e-mail interaction it won't show the E-mail UI for handling the e-mail.
    As I understand it it's supposed to be handled in an external applikation or you would need to build something in your script to handle the e-mail.

    You could setup and use the agentless e-mail instead for this, although there's small cost attached to each e-mail sent with this API.

    post /api/v2/conversations/emails/agentless


    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 3.  RE: Create Email Interaction from conversations-api

    Posted 11-13-2023 16:10
    No replies, thread closed.

    Thanks,  i saw that a external application was needed. I was hoping there was a way to use the cloud cx built in one with a set provider. 

    I will have a look at the agentless API

    Danny



    ------------------------------
    Danny Chorley
    IKEA Limited
    ------------------------------

    Original Message


  • 4.  RE: Create Email Interaction from conversations-api

    Posted 11-14-2023 12:17
    No replies, thread closed.

    Hi Danny,

    Curious, what is your use-case of creating a non-3rd-party email in Genesys? Are you doing a portal-to-email/secure messaging implementation



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------

    Original Message


  • 5.  RE: Create Email Interaction from conversations-api

    Posted 11-15-2023 09:14
    No replies, thread closed.

    Hi,

    We have a webform for our customers, once they click submit, the webform creates an email and sends it to a mailbox where cloud cx pulls the email into cloud cx. Due to delivering this as an email and sending it on behalf of the customer, we are not able to set the FROM address as the customers email address, we need to use a company owned address, and then we put the customer address in REPLYTO field.

    Cloud cx does not display the the REPLYTO in any view, they only display the FROM address, which makes it impossible to find a email from a customer as well as RTBF and SAR. You only see the REPLYTO address when you hit reply.

    My thought was if there was an API that we can call direct from the webform (like there is in the engage product) we can generate the interaction directly into cloud cx rather then first generating an email to be picked up from a mailbox.

    Thanks
    Danny



    ------------------------------
    Danny Chorley
    IKEA Limited
    ------------------------------

    Original Message


  • 6.  RE: Create Email Interaction from conversations-api
    Best Answer

    Posted 11-15-2023 11:41
      |   view attached
    No replies, thread closed.

    Hi, from what I can tell you need to create a 3rd-party email to make it all work. We have an AppFoundry 3rd-party email app that embeds inside of Genesys Cloud specifically to cover this use-case. I know you mentioned you are trying to do it without such an app, but maybe it's worth a quick glance.

    I sent you a DM where I can give you more specifics. 



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------

    Original Message


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