DaniOndiviela | 2022-07-21 15:16:52 UTC | #1
Hi, I'd like to know what's the exact use case for this endpoint:
/api/v2/conversations/emails/{conversationId}/inboundmessages
My assumption was that this is for agent replies to emails managed in third party apps.
But I have tested the following:
- Creation of an initial inbound third party email:
POST /api/v2/conversations/emails
{ "queueId": "1138bf4b-de0f-4d50-85a3-5e13700c628e", "provider": "Salesforce", "fromAddress": "xxx@yyy.com", "direction": "INBOUND" }
- Agent reply to previous email:
POST /api/v2/conversations/emails/a36b43aa-519d-4ff8-af8b-60595635d96f/inboundmessages
{ "queueId": "1138bf4b-de0f-4d50-85a3-5e13700c628e", "provider": "Salesforce", "toAddress": "xxx@yyy.com" }
Where is the problem here? Although second conversation is threaded into first one (so in the end, just one single interaction at analytics level), the KPI "Emails Sent" is not set to 1. Secondly, the agent experience is very weird. For one single pair (customer incoming email + agent outbound reply) the agent is alerted twice in his UI. Doesn't make sense.
So my new guess is that /api/v2/conversations/emails/{conversationId}/inboundmessages should only be used when there is more than one reply for the same original customer inbound email.
- Example (emails managed on Salesforce side):
Customer inbound email: I need assistance with my bank account Outbound agent email: I 'm going to contact accounts team to look for help
(2 hours later)
Outbound agent email: Hello, I'm from the accounts team, how can I help?
For this first pair (inbound + outbound reply) we use POST /api/v2/conversations/emails (provider = Salesforce, direction = inbound) for doing the external routing, and for the second reply we use /api/v2/conversations/emails/{conversationId}/inboundmessages (provider = Salesforce, direction = outbound), no external routing this time (N/A for outbound) . Is that right?
system | 2022-08-21 15:13:18 UTC | #2
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