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  • 1.  Query on Agentless Email API

    Posted 20 days ago

    Hi all,

    We're integrating the Agentless Email API with an ElevenLabs voice AI agent.

    The goal: during a live call, the AI agent sends a transactional email (a link) to the customer and ideally confirms the outcome before the call ends. I'd like to sanity-check our approach for detecting the send outcome and ask whether there's a better pattern than what we've found.

    Workflow I'm using (two calls):

    - POST /api/v2/conversations/emails/agentless to send (returns a conversation ID)
    - GET /api/v2/conversations/emails/{conversationId} to retrieve the conversation and check the outcome

     

    What we've observed in testing:

    • The only way we've found to distinguish success from failure is the presence/absence of an "errorInfo" field in the participants array.
    • Success: no "errorInfo" field present.
    • Failure (e.g. invalid address / bounce): an "errorInfo" field appears but only after ~20–25 seconds (consistent across 3 tests with an invalid address). I confirmed the timing by polling the GET endpoint every second until the field appeared.
    • In the first few seconds, a successful send and a send that will later bounce look identical in the API response, because "errorInfo" isn't populated yet. The failure only becomes visible once bounce/error processing completes (~20–25s).

    The challenge: That ~20–25s delay is longer, so the AI agent can't reliably confirm delivery in-call and act accordingly, if error occurs, It needs to hand off to a human, else end the call.

    Need help understanding:

    1. Is checking for "errorInfo" the recommended/reliable way to determine the outcome of an agentless email, or is there a better field/approach?
    2. Is there an event-driven option (e.g. Notifications API / webhook / conversation event) we could subscribe to instead of polling, so we're notified when the bounce/delivery status is finalised?
    3. Is the ~20–25s delay before a bounce surfaces expected behaviour, and is there any way to get a faster delivery signal?

    Any guidance or better workflow would be much appreciated. Thanks!


    #API/Integrations
    #ArchitectandDesign

    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------


  • 2.  RE: Query on Agentless Email API
    Best Answer

    Posted 18 days ago

    Hi Ramsha,

    What you're seeing is expected behavior.

    • ✅ Using errorInfo is currently the only reliable way to detect failures (bounce/invalid email).
    • ⚠️ The POST only confirms submission, not delivery-so success = no error after some time, not immediately.
    • ⏱️ The ~20–25s delay is normal, as it depends on external mail server processing (outside Genesys control).

    Recommendation

    • Use Notifications API (v2.conversations.emails.{conversationId}) instead of polling.
    • For your voice flow, use an optimistic approach:

      "I've sent the email, please check your inbox."

    Then handle bounces asynchronously (callback, agent follow-up, alternate channel).

    👉 Key point: email is inherently asynchronous, so real-time confirmation during the call isn't fully achievable.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------



  • 3.  RE: Query on Agentless Email API

    Posted 18 days ago

    Hi Cesar,

    Thank you for the reply. This helps.

    I am currently using v2/conversations/emails/{conversationId} as the second API call to check the email status. My understanding is that I would need to poll this endpoint periodically (for example, every 10/20 seconds) to determine whether any errors have occurred.

    Thank you!



    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------

    Original Message


  • 4.  RE: Query on Agentless Email API

    Posted 17 days ago

    Hi Ramsha,

    Yes, your understanding is correct - if you use:

    GET /api/v2/conversations/emails/{conversationId}

    you'd need to poll periodically to detect when errorInfo appears.

    That said, I'd recommend using the Notifications API instead (topic:
    v2.conversations.emails.{conversationId}), so you get event-driven updates instead of polling.

    ⚠️ Important: even with notifications, the ~20–25s delay will remain, since it depends on external mail processing.

    ✅ Best approach for voice:

    • Confirm send immediately ("I've sent the email…")
    • Handle failures asynchronously (follow-up, retry, alternate channel)

    👉 In short: polling works, but Notifications API is cleaner and more efficient.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


  • 5.  RE: Query on Agentless Email API

    Posted 14 days ago

    Hi,

    I have a quick question: does this API support adding recipients in the CC field when sending an email?



    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------

    Original Message


  • 6.  RE: Query on Agentless Email API

    Posted 14 days ago

    Hi Ramsha

    You should be able to use /api/v2/conversations/emails/{conversationId}/messages

    {
      "name": "",
      "to": [
        {
          "email": "",
          "name": ""
        }
      ],
      "cc": [
        ""
      ],
      "bcc": [
        ""
      ],
      "from": {
        "email": "",
        "name": ""
      },
      "replyTo": {
        "email": "",
        "name": ""
      },
      "subject": "",
      "attachments": [
        {
          "attachmentId": "",
          "name": "",
          "contentUri": "",
          "contentType": "",
          "contentLength": 0,
          "inlineImage": true
        }
      ],
      "textBody": "",
      "htmlBody": "",
      "time": "",
      "historyIncluded": true,
      "state": "",
      "draftType": ""
    }

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 7.  RE: Query on Agentless Email API

    Posted 14 days ago
    Hi, thanks for the reply, really appreciate it.
     
    Just to make sure I understand: the endpoint you suggested, /api/v2/conversations/emails/{conversationId}/messages, takes a conversationId as a path parameter, so it adds a message to an email conversation that already exists?
    Would I first need to create the email conversation through a separate call to get that conversationId, and then call this messages endpoint against it? 
     
    For context, we're currently using the Agentless Email API (POST /api/v2/conversations/emails/agentless) for our use case- sending an automated, one-off email (a link) to a customer, with no agent or queue involved. It's working well for the single recipient send.
     
    Trying to figure out whether we can add a CC while staying on agentless, or whether CC requires the different conversation-based route. Thanks again!


    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------

    Original Message


  • 8.  RE: Query on Agentless Email API

    Posted 14 days ago

    Hi Ramsha

    Thank you for the additional information and context.  From what I can see, this API allows for one recipient email, does not allow for cc address as well   - /api/v2/conversations/emails/agentless

    I found this idea on the Ideas portal to allow more then one recipient - https://genesyscloud.ideas.aha.io/ideas/CEEMAIL-I-11

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 9.  RE: Query on Agentless Email API

    Posted 14 days ago

    This is helpful! Thank you for the information and the idea link!



    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------

    Original Message


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