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E-mail Interactions

Purpose

Provides information for e-mail address and interaction management.

E-mail Address

E-Mail Address Fields
Field Type Required Description
address string yes The e-mail address.
personal string no The personal part of the e-mail address, for instance, a displayable such as a localized name.

Inbound E-mail

Inbound e-mails are e-mail interactions which are received by the application or the Genesys Solution.

E-mail In
Field Type Required Description
Inbound-specific fields
from E-mail Address no The sender’s e-mail address.
reply_to E-mail Address no The address used to reply.
to E-mail Address[] no The list of recipient addresses, as an array of e-mail addresses.
cc E-mail Address[] no The list of addresses for copied recipients, as an array of e-mail addresses.
sent_date date/time no The UTC<ref name="iso8601">Wikipedia ISO 8601</ref> date/time at which the e-mail was sent.
Common Interaction fields
customer_id string yes The ID of the customer.
interaction_id string yes The Genesys GUID (or Call ID) for the interaction.
status integer yes Possible statuses:
  • 0-NEW
  • 1-PENDING
  • 2-IN_PROCESS
  • 3-STOPPED
entity_type integer yes Possible types:
  • 0-EMAIL_IN
  • 1-EMAIL_OUT
  • 2-CHAT
  • 3-PHONE_CALL
  • 5-CALLBACK
  • 6-COBROWSE
  • 7-INTERACTION (open media)
type string yes The type of the interaction (such as inbound, outbound, etc.)
sub_type string no The application-specific subtype which further classifies the attribute "type".
media_type string yes The media type of the interaction:
  • voice
  • email
  • chat
  • callback
  • and so on.
parent_id string no The ID of the parent interaction, if applicable.
thread_id string no The ID of the thread to which this interaction should be appended, or the ID of the interaction at the root of the thread.
external_id string no The reference identifier for an external system.
owner_id integer no The DB ID of the Person who owns the interaction. (The Person is an object defined in the Genesys Configuration Server.)
creator_app_id integer yes The DB ID of the application that created the interaction.
start_date date/time yes The UTC time of the interaction's creation, using the ISO 8601 representation<ref name="iso8601">http://en.wikipedia.org/wiki/ISO_8601</ref>: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
end_date date/time no The UTC time of the interaction's end, using the ISO 8601 representation<ref name="iso8601" />: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
timeshift integer no The number of minutes to add to or to substract from the specified UTC<ref name="iso8601" /> time in order to get the local time of the interaction's creation.
category_id string no The category assigned to this interaction by the Classification Server or the desktop's manual override.
allow_children Boolean no True if child interactions can be added.
Information.png Default value is true.
subject string no An arbitrary textual subject for the interaction.
stopped_reason string no The application-specified reason for which the interaction ended.
text text no Plain text for the interaction.
structured_text url no The URL of the interaction's structured text.
structured_text_mime string yes if structured_text The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the structured text, if specified (such as text/html). Mandatory if the parameter "structured_text" is specified.
binary_content url no The URL of the the interaction's binary content..
binary_content_mime string yes if binary_content The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the binary content, if specified (e.g. text/html).
binary_content_size integer yes if binary_content The size of the binary content in bytes. Mandatory if the parameter "binary_content" is specified.
udata hash no A hash of key value pairs for the user data attached to the interaction.

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Outbound E-mail

Outbound e-mails are e-mail interactions which are sent from the application or from the Genesys Solution.

E-mail Out
Field Type Mandatory Description
Outbound-Specific fields
from E-mail Address no The sender’s e-mail address.
reply_to E-mail Address no The e-mail address used to send a reply.
to E-mail Address[] no The list of recipient addresses, as an array of e-mail addresses.
cc E-mail Address[] no The list of addresses for copied recipients, as an array of e-mail addresses.
bcc E-mail Address[] no The list of addresses for blind-copied recipients, as an array of e-mail addresses.
sent_date date/time no The UTC<ref>http://en.wikipedia.org/wiki/ISO_8601</ref> date/time at which the e-mail was sent.
reference_id integer no Contains the external identifier (message ID) of the parent interaction.
reviewer_id integer no The application-specified ID of the Person who reviewed the e-mail.
standard_response_id string no The ID of the standard response item from which this e-mail was generated.
Common Interaction fields
customer_id string yes The ID of the customer.
interaction_id string yes The Genesys GUID (or Call ID) for the interaction.
status integer yes Possible statuses:
  • 0-NEW
  • 1-PENDING
  • 2-IN_PROCESS
  • 3-STOPPED
entity_type integer yes Possible types:
  • 0-EMAIL_IN
  • 1-EMAIL_OUT
  • 2-CHAT
  • 3-PHONE_CALL
  • 5-CALLBACK
  • 6-COBROWSE
  • 7-INTERACTION (open media)
type string yes The type of the interaction (such as inbound, outbound, etc.)
sub_type string no The application-specific subtype which further classifies the attribute "type".
media_type string yes The media type of the interaction:
  • voice
  • email
  • chat
  • callback
  • and so on.
parent_id string no The ID of the parent interaction, if applicable.
thread_id string no The ID of the thread to which this interaction should be appended, or the ID of the interaction at the root of the thread.
external_id string no The reference identifier for an external system.
owner_id integer no The DB ID of the Person who owns the interaction. (The Person is an object defined in the Genesys Configuration Server.)
creator_app_id integer yes The DB ID of the application that created the interaction.
start_date date/time yes The UTC time of the interaction's creation, using the ISO 8601 representation<ref name="iso8601">http://en.wikipedia.org/wiki/ISO_8601</ref>: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
end_date date/time no The UTC time of the interaction's end, using the ISO 8601 representation<ref name="iso8601" />: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
timeshift integer no The number of minutes to add to or to substract from the specified UTC<ref name="iso8601" /> time in order to get the local time of the interaction's creation.
category_id string no The category assigned to this interaction by the Classification Server or the desktop's manual override.
allow_children Boolean no True if child interactions can be added.
Information.png Default value is true.
subject string no An arbitrary textual subject for the interaction.
stopped_reason string no The application-specified reason for which the interaction ended.
text text no Plain text for the interaction.
structured_text url no The URL of the interaction's structured text.
structured_text_mime string yes if structured_text The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the structured text, if specified (such as text/html). Mandatory if the parameter "structured_text" is specified.
binary_content url no The URL of the the interaction's binary content..
binary_content_mime string yes if binary_content The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the binary content, if specified (e.g. text/html).
binary_content_size integer yes if binary_content The size of the binary content in bytes. Mandatory if the parameter "binary_content" is specified.
udata hash no A hash of key value pairs for the user data attached to the interaction.

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This page was last modified on November 23, 2017, at 06:23.

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