Contents
Interactions On E-mail Channel
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Operations
The following operations are available on me/interactions/{interaction_id}:
| Operation Name | HTTP Operation | Description | Type | Permissions |
|---|---|---|---|---|
| Accept | POST | This operation can be performed after a new interaction notification arrives. Accepting an interaction allows Agents to start working on it. | E-mail Specific | Agent |
| Reject | POST | This operation can be performed after a new interaction notification arrives. Rejecting an interaction allows an Agent the opportunity to work on a different one. | General Interaction | Agent |
| Reply | POST | This operation can be performed after a new e-mail interaction has been accepted. | E-mail Specific | Agent |
| ReplyAll | POST | This operation can be performed after a new e-mail interaction has been accepted. | E-mail Specific | Agent |
| Forward | POST | This operation can be performed after a new e-mail interaction has been accepted. | E-mail Specific | Agent |
| CancelReply | POST | This operation can be performed to cancel an outbound e-mail. | E-mail Specific | Agent |
| Send | POST | This operation can be performed to send an outbound e-mail. | E-mail Specific | Agent |
| Transfer | POST | This operation can be performed while working on an interaction. The interaction can be transferred to another agent or to a group of agents associated with a skill. | General Interaction | Agent |
| StopProcessing | POST | This operation can be performed after an agent has finished working on an interaction. | General Interaction | Agent |
| PlaceInQueue | POST | This operation can be performed on an interaction to continue processing by another process. | General Interaction | Agent |
Accept
This operation can be performed after a new Interaction invitation notification arrives. It is essentially one of two options an agent (User) has regarding an Interaction invitation: accepting it or rejecting it. Choosing this action will associate the Interaction to the agent. This association or "ownership" will continue until that agent performs a Complete, Transfer, or Re-direct action on the aforementioned Interaction. A successful request will result in an empty http-200 response. The true response will arrive on the cometd topic (channel) /me/interactions/
Please refer to E-mail Accepted for details on the actual response.
HTTP Request
POST on /me/interaction/{id}
{
"operationName":"Accept"
}
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,
"TheComment":notes-on-interaction,
"ContactID":contactid-mapped-to-sender,
"attachments":[{
"id":attachmentId,
"name":attachment-name,
"size":attachment-size,
"mimetype":attachment-mime-type
},
...
]
},
"interactionType":"Email",
"interactionSubType:"InboundNew",
"userData":complete-map-of-user-data-excluding-binary-values
"currentQueue":value-of-attr_itx_queue,
"inQueues":value-of-attr_in_queues,
"outQueues":value-of-attr_out_queues,
"receivedAt:value-of-attr_itx_received_at
"state":"Accepted",
"capabilities":[“Transfer”,“Reply”,“ReplyAll”,“StopProcessing”,“PlaceInQueue”,“PlaceInWorkbin”,“UpdateProperties”]
}
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 Universal Contact Server (UCS). The operation is asynchronous, meaning that 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 Interaction Server and UCS. The operation is asynchronous, meaning that cometD notification will be sent upon successful completion of 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"]
}
Forward
This operation can be performed after an agent (User) has Accepted an e-mail interaction. The only difference between the Forward action and the Reply action is that Forward sends an e-mail to an e-mail address that is provided by an Agent. This should not be confused with the Transfer operation, where the owner of the interaction changes.
HTTP Request
POST on /me/interaction/{id}
{
"operationName":"Forward"
}
HTTP Response
Success
{
"status":"ok",
"replyInteractionId":interactionId
}
Failed
{
"status":"error",
"errorDescription":details
}
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
}
CancelReplyEmail
This operation can be performed after a client successfully completes a create reply or reply all operation. This is typically called after an agent is finished writing the contents of the reply e-mail.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"CancelReplyEmail"
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
CreateEmail
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":"CreateEmail",
"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
}
See also: