ghola | 2020-12-23 11:01:42 UTC | #1
We have a contact form hosted at https://www.race.com/support/contact/. When the customer submits it, an email is sent to a purecloud email address which starts the interaction. To make the interaction appear as coming from the customer (and be able to reply to it), we need to spoof the "from" header (we tried playing with other headers such as Reply-To, but they seem to be ignored by Purecloud). We're currently doing that by using our custom email server (because most email providers do not allow you to spoof the "from" header), but maintaining our email server just for this one contact form seems overkill.
As a workaround we tried using the API to initiate an INBOUND email conversation, but the message body doesn't show up in the interaction. So apparently that's not how this API endpoint is supposed to be used and further reading of topics in this forum confirms it.
What we would like is a solution to our contact form, one other than using a custom email server (other than using chat too, since we use it already as an alternative). We seem to need some way of doing customer email impersonation through the API.
tim.smith | 2020-12-23 17:06:25 UTC | #2
You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
system | 2021-01-23 17:06:29 UTC | #3
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.
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