Natacha_Llona | 2019-11-01 14:24:21 UTC | #1
I'm using the API "/api/v2/conversations/emails" to start an e-mail conversation. I make my request and receive a 200 code along with the Conversation ID, as it was supposed to happen. But the interaction was never delivered to an agent. I used the ConversationId and found in the details of my conversation that the interaction was sent to an agent that doesn't exist, the e-mail that is configurated on the queue.
I've tried to use the API "
/api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace" to transfer the interaction to a queue. It worked partially, the interaction was routed to the queue, but, after I answer it, I can't choose a Wrap-up-code, and the interaction is never finalized. that means that I can’t access the history of the conversation
anon39326996 | 2019-11-01 15:01:55 UTC | #2
Keep in mind this API is for 3rd party emails and an agent cannot see the content of the email using PureCloud UI since it's being handled via a different client. More details here: https://developer.mypurecloud.com/api/rest/v2/conversations/third-party-object-routing.html
Things to help troubleshoot this would be to see if this email is sitting in a queue using queue activity views or check your admin setup for the email address.
system | 2019-12-02 15:01:59 UTC | #3
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