Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Extract Customer Email addresses

  • 1.  Extract Customer Email addresses

    Posted 06-05-2025 18:14

    JANJGAVD | 2019-04-05 13:42:19 UTC | #1

    Hello,

    I am David product owner at HelloFresh

    Currently, we are working to integrate Genesys data into our DWH via API

    We would like to extract for each conversation ID the customer email addresses when the media type is email.

    We use API call :

    /api/v2/analytics/conversations/details/query

    In response, we get attributes like address_from and address_to, but sometimes customer email is represented in both columns, and we are not sure to which column should we align or which condition to use

    Could you let us know which condition to use to extract emails address only for customers

    Thank you

    Best, David

    anon39326996 | 2019-04-05 16:09:18 UTC | #2

    I would expect for the end customer email address to be in the from field when it's an inbound reply/incoming email and in the to field when it's an outbound email. Are you seeing something else?

    ome | 2019-04-08 14:45:11 UTC | #3

    Hi Lucie,

    Oliver here, engineer on David's team and working on this integration.

    It seems that the location of the customer address - whether it's in addressfrom or addressto in the response - does not depend (only) on the session direction. I'm seeing all possible combinations: direction is inbound and customer address is in addressfrom, direction is inbound and customer address is in addressto, and same for outbound.

    Could it be that the location of the customer address depends on the participant purpose value? It seems to be correlated but I cannot find a consistent pattern, and the number of possible combinations is too high to figure it out by trial and error.

    Happy to provide examples if that can help.

    Thanks, Oliver

    ome | 2019-04-15 09:19:24 UTC | #4

    Hi Lucie,

    Do you have any input about this? I would like to move forward with the integration and this will soon become a blocker.

    Thanks, Oliver

    tim.smith | 2019-04-15 19:26:55 UTC | #5

    I tested this and to my eye, the to/from addresses look to be reversed for the customer participant. I couldn't track down a satisfactory answer that this isn't a bug, so please open a case with PureCloud Care to investigate further.

    JANJGAVD | 2019-04-16 15:38:56 UTC | #6

    Hi Tim,

    Thank you for your response

    From where it is possible to open a bug ticket, could you share a link?

    Thanks, David

    tim.smith | 2019-04-16 15:54:56 UTC | #7

    https://help.mypurecloud.com/articles/contact-purecloud-care/

    system | 2019-05-17 15:54:56 UTC | #8

    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: 4927



Related Content