We are trying to find out the email address, which caused the email to appear in the Genesys queue via an API.
Now the analytics API ( /api/v2/analytics/conversations/{conversationId}/details), does provide the queue address in the '"addressTo"' field when the queue address is one of the 'to' addresses.
However, in a scenario where the queue address was cc'ed in the email and is not present in the 'to' field, it is getting difficult to identify which address was used for the routing.
Can it be collected somehow from the API's, once the email is already in a queue?
I am not totally sure I understand what you are experiencing.
I have a "basic/standard" email setup in Genesys Cloud - I mean email address with Genesys Cloud (i.e. not forwarded from an external mail server).
The Genesys Cloud email address can be linked to an Architect flow or to a Queue directly (Admin UI - Contact Center - Email).
I have done 2 tests:
First one with the Genesys Cloud Email address in the To field.
Second one with the Genesys Cloud Email address in the CC field (I set the To address to one of my personal email accounts).
I have used the /api/v2/analytics/conversations/{conversationId}/details query to get the conversation details.
In both tests, the Genesys Cloud Email address was available in addressTo attribute and in addressOther attribute.
I don't know if you have a more complex email setup (emails forwarded from an external email server) which could cause this, or if you have an issue in your Genesys Cloud environment.
If you really don't have the Genesys Cloud email address in the addressTo/addressOther attributes of the conversation details (external/customer participant), I would suggest to open a ticket with Genesys Care so they can investigate. We cannot investigate customer data/environment from this forum.
Thank you so much for your response @Jerome.Saint-Marc.
You are absolutely right, the 'addressTo' parameter in the analytics API contains the Genesys Cloud Email Address in the normal scenario.
However, as you said, we have a complex email setup, where emails from an external domain are forwarded to Genesys Cloud Email Addresses, in this scenario, when the External Domain Email address is copied in the 'cc', the addressTo attribute doesn't contain this address or the Equivalent forwarded Genesys Cloud email address, so we are not able to identify the entry point of email in the system.
I have created a support case for this with examples. Thanks much for testing at your end.
Have a nice weekend!