Interactions On E-mail Channel
Contents
Operations
The following operations are available on me/interactions/{interaction_id}:
| Operation Name | HTTP Operation | Description | Type | Permissions |
|---|---|---|---|---|
| Accept | POST | Accepts the interaction. The agent can perform this operation after a new interaction invitation arrives. Accepting an interaction allows the agent to start working on it. | General Interaction | Agent |
| Reject | POST | Rejects the interaction. The agent can perform this operation after a new interaction invitation arrives. Rejecting an interaction allows an agent to work on a differen interaction. | General Interaction | Agent |
| Reply | POST | Creates an outbound e-mail reply. The agent can perform this operation after he or she accepts a new inbound e-mail interaction. | E-mail Specific | Agent |
| ReplyAll | POST | Creates an outbound e-mail reply to all senders. The agent can perform this operation after he or she accepts a new inbound e-mail interation. | E-mail Specific | Agent |
| Cancel | POST | Cancels the outbound reply e-mail. The agent can perform this operation after he or she creates a new outbound reply e-mail. | E-mail Specific | Agent |
| Send | POST | Sends an outbound e-mail. The agent can perform this operation after he or she creates a new outbound reply e-mail. | E-mail Specific | Agent |
| Transfer | POST | Transfers an outbound e-mail interaction. The agent can perform this operation while he or she is working on an interaction. The interaction is transferred to another agent or to a group of agents associated with a skill. | General Interaction | Agent |
| Complete | POST | This operation can be performed after an agent has finished working on an interaction. | General Interaction | Agent |
| PlaceInQueue | POST | Places the interaction in a specific queue. The agent should use this operation if another agent should handle further processing of the interaction. | General Interaction | Agent |
Reply
This operation can be performed after an agent (User) has Accepted an e-mail interaction. A Reply operation creates an interaction in Interaction Server and the Universal Contact Server. The operation is asynchronous, meaning that a CometD notification will be sent upon successful completion of the operation (see E-mail Reply Created). The newly-created interaction will have:
- ToAddress equal to ReplyToAddress-from-original-email
- FromnAddress equal to ToAddress-from-original-Email
- Subject equal to subjectPrefix+original-email-subject
- The body will be empty unless quoteOriginal is set to true and will be pre-pended by replyToStartLine and modified with indentCharacter, if present
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"Reply",
"subjectPrefix":prefix-to-add-to-copy-of-subject-from-inbound-email (optional),
"replyToStartLine":line-to-add-before-quoting-original-text (optional),
"indentCharacter":indent-character-to-add-before-each-newline-of-original-text (optional),
"quoteOriginal":boolean-to-tell-whether-to-add-original-text
"queueName":name-of-the-queue-where-to-place-interaction-while-agent-is-composing-it
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
CometD Response
{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
“ToAddress”:to-address,
“FromAddress”:from-address,
“CCAddresses”:cc-addresses,
"Subject":subject-of-the-email-in-string-representation,
"Text":text-of-email-as-text,
"StructuredText":text-of-email-formatted,
"MimeType":mime-type-of-text,
"StructuredTextMimeType":mime-type-of-structuredtext,
},
"interactionType":"Email",
"interactionSubType:"OutboundReply",
"receivedAt:value-of-attr_itx_received_at
"state":"ReplyCreated",
"capabilities":[“Cancel”,“Send”,“PlaceInWorkbin”,“UpdateProperties”,"LinkAttachment"]
}
ReplyAll
This operation can be performed after an agent (User) has accepted an e-mail interaction. The ReplyAll operation creates an interaction in the Interaction Server and the Universal Contact Server. The operation is asynchronous, meaning that a CometD notification will be sent upon successful completion of the operation (see E-mail Reply Created). The newly-created e-mail interaction will have:
- ToAddress equal to ReplyToAddress-from-original-email
- CCAddresses equal to CCAddresses-from-original-email
- FromAddress equal to ToAddress-from-original-Email
- Subject equal to subjectPrefix+original-email-subject
- The body will be empty unless quoteOriginal is set to true and will be pre-pended by replyToStartLine and modified with indentCharacter, if present
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"ReplyAll",
"subjectPrefix":prefix-to-add-to-copy-of-subject-from-inbound-email (optional),
"replyToStartLine":line-to-add-before-quoting-original-text (optional),
"indentCharacter":indent-character-to-add-before-each-newline-of-original-text (optional),
"quoteOriginal":boolean-to-tell-whether-to-add-original-text -- default is true
"queueName":name-of-the-queue-where-to-place-interaction-while-agent-is-composing-it
}
HTTP Response
Success
{
"status":"ok",
"replyInteractionId":interactionId
}
Failed
{
"status":"error",
"errorDescription":details
}
CometD Response
{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
“ToAddress”:to-address,
“FromAddress”:from-address,
“CCAddresses”:cc-addresses,
"Subject":subject-of-the-email-in-string-representation,
"Text":text-of-email-as-text,
"StructuredText":text-of-email-formatted,
"MimeType":mime-type-of-text,
"StructuredTextMimeType":mime-type-of-structuredtext,
},
"interactionType":"Email",
"interactionSubType:"OutboundReply",
"receivedAt:value-of-attr_itx_received_at
"state":"ReplyCreated",
"capabilities":[“Cancel”,“Send”,“PlaceInWorkbin”,“UpdateProperties”,"LinkAttachment"]
}
Send
This operation is used to send the contents of the e-mail that an agent has created.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"Send",
"queueName":queue-name-to-place-interaction-in,
"email_object": {
"toAddress":to-address,
"subject":email-subject,
"text":text-of-email,
"fromAddress":from-address,
"ccAddress":cc-addresses, //optional
"bccAddress":bcc-addresses //optional
}
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Create
This operation can be performed to create a new interaction of type email. The new interaction will come to the agent via the CometD notification described in E-mail Reply Created.
HTTP Request
POST on /me/interactions/
{
"operationName":"Create",
"queueName":name-of-queue-where to store the interaction,
"interactionType":type of the interaction to be created (e.g. Outbound),
"interactionSubType":subtype of the interaction to be crated (e.g. OutboundNew)
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Attachments API
A Web Services attachment is the same as an e-mail attachment. In Platform SDK terms, an attachment is simply a document. Attachments are associated with one Interaction, while one Interaction can own many Attachments.
Operations
The following operations are supported on /me/interactions/{id}/attachments:
| HTTP Operation | Description | Output | Permissions |
|---|---|---|---|
| POST | Creates a new Attachment and associates it with an Interaction. Note: The file should be bound to the 'attachment' variable. | {"statusCode":0,"documentId":"00009a8T8Y13002S"} | Agent |
The following operations are supported on /me/interactions/{id}/attachments/{attachmentId}:
| HTTP Operation | Description | Output | Permissions |
|---|---|---|---|
| GET | Returns an Attachment, given an attachmentId (documentId). | Output will be byte content of the attachment, with MimeType set accordingly | Agent |
| DELETE | Deletes an Attachment, given an attachmentId (documentId). | {"statusCode":0} | Agent |
See also: