I am new in Platform API usage. I am starting a project where I need to create an email conversation using API and let the user reply.
OK with the first step: I was able to create the email conversation and send it to the queue.
Then the user receives the interaction, but the email can't be seen. Although I did not expect that, it's fine for me (I can send the details as script variables or custom web page).
Also the user has not the possibility to reply in the UI, so I'm trying to find a way via the API. I can see this method: https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-emails--conversationId--messages
But it returns the following error: {"message":"Operation not supported on emails with external providers.","code":"email.error.external.provider","status":400,"messageWithParams":"Operation not supported on emails with external providers.","messageParams":{},"contextId":...","details":[],"errors":[]}
How can I make the user reply to the external provider email, either in UI or API?
Third party "emails" aren't actually emails and none of the email-specific APIs will work with them. The concept of a third party email is that it's simply a routing object in Genesys Cloud that represents an email in an external system. When an agent is assigned one of these conversations, some 3rd party integration is expected to present its UI to the agent to allow the agent to do whatever is necessary to handle the conversation. When the agent's work is complete in the external system, the conversation should be disconnected; no action occurs within Genesys Cloud between when the third party email conversation is answered and when it is disconnected.
If you're trying to work with real emails in Genesys Cloud, you have to actually use a real email client to send an email to a monitored address for Genesys Cloud to ingest and create as a conversation; that part isn't something you can simulate or initiate manually.