Stefan_Eyckmans | 2020-04-15 09:58:46 UTC | #1
Hi all,
I have a question regarding the message threading as stated here https://help.mypurecloud.com/faq/how-does-purecloud-thread-email-messages/
We have a problem now with this feature. Whenever a mail is routed through purecloud a script in purecloud is triggered that creates a database record in our database(ID format= conversationId_messageId). After this the mail is routed to an agent and he/she gets a popup notification from our CRM. The way we handle mails internally in the CRM requires that a db record is created for each mail that is send to us before it reaches an agent.
With purecloud we noticed that if a first mail arrives, the db record is created. When afterwards multiple mails arrive in the queue for the same email chain, purecloud merges these mails and does not call the script that is supposed to create the record in our db. This means that when the mail is routed to an agent our CRM cannot handle it and the agent cannot treat the mail. The problem is that I will look for a record in the database for the combination of the conversationId_messageId and I will only have a record for the first message send on the conversation, not the last (merged ones).
What I do now as a workaround is when an agent receives a new mail notification I take the first message of the conversation and check for an ID in our database (the assumption is this one is always there). To display the concent however I will always look for the last message send in the conversation, with the idea that if mails are threaded all content will be in the last message.
The big question I have (finally I am there :) ): What if there is an email chain of several mails and suddenly someone in the chain replies to an older mail in the chain (let's say mail 5 of 15). How will purecloud handle the threading? The last mail will not contain the entire history anymore of the previously send mails or is purecloud smart enough to make a new conversation for that mail?
Any suggestions on how I can make my logic more bulletproof in my scenario?
hope this is clear and manyb thanks for any input!
kr,
Stefan
tim.smith | 2020-04-15 12:58:36 UTC | #2
Stefan_Eyckmans, post:1, topic:7547
What if there is an email chain of several mails and suddenly someone in the chain replies to an older mail in the chain
Per the article you linked:
PureCloud threads email messages based on the “In reply to” header and the “References” header.
If the email reply has those headers that are associated with a known conversation, it will be part of the same conversation.
Stefan_Eyckmans | 2020-04-15 15:45:08 UTC | #3
thanks for the input, will first try to reproduce this scenario. I think I have an example where it failed, but want to be sure before I post here.
system | 2020-05-16 15:46:53 UTC | #4
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This post was migrated from the old Developer Forum.
ref: 7547