Jared_Betteridge | 2018-10-29 21:24:40 UTC | #1
Is it possible using the platform API to create inbound email conversations for the built-in "PureCloud Email" provider? This is so that the email subject and body shows up to agents and so they can use the normal PureCloud UI to respond?
When using a custom provider for creating the email conversation, the agent UI does not show the email subject or body (although the create email conversation API lets me pass a subject and body).
Basically the use case is to create a custom contact us form on a website where our custom backend can use the platform API instead of regular email to create the conversation in PureCloud (in order to do things like set skill IDs or custom attributes on the participant).
thanks!
tim.smith | 2018-10-29 21:38:33 UTC | #2
If you want to process ACD routed emails natively in PureCloud, you need to use the out of the box ACD email configuration. You cannot create real inbound emails any other way. 3rd party email routing should only be used when 3rd party software will handle 100% of the media and PureCloud is only being used for routing.
system | 2018-11-29 21:38:36 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.
ref: 3844