How to set Email Message Body for Create Email Conversation

[mvishwanath]

HI,

I am using the below Java SDK API to create Email Conversation to the Queue.

CreateEmailRequest createEmailRequest = new CreateEmailRequest();
createEmailRequest.setQueueId("xxxxxxxxxxxxxxxxxxxxxxxxxxxx");
createEmailRequest.setProvider("");
createEmailRequest.fromAddress("no-reply@xxx.com");
createEmailRequest.fromName("ABC");
createEmailRequest.setSubject("Email Interaction");
EmailConversation emailConversation = pureCloudSystem
.postEmail(apiClient, createEmailRequest);

I am able to create Email Conversation successfully.

However I would like to set Message body for the Email Conversation.

Please let me know if it is possible.

Thanks!!

[tim.smith]

This API is for Third Party Routing and does not support content for the email.

[mvishwanath]

Thanks Tim.

I am transferring third party Email Conversation to Other Queue and User actually goes to NOT_Responding State. And though I do make eligible for interactions I see he goes back to NOT_Responding state more often. I also observed that the Queue stops routing the email conversation though user is On-Queue and ready to receive interactions..

Is this a issue while transferring Email Conversation from one Queue to Other via API?

[tim.smith]

Users go into a not responding state when they do not answer incoming ACD conversations. If you need assistance understanding why a user went into not responding, try posting on the PureCloud Community Forum or open a ticket with PureCloud Support if you believe you have an issue with the ACD assignment process.

[rob.gevers]

One thing you should try is setting a value for the provider you are building an integration for. In your example code you are specifying:

createEmailRequest.setProvider("");

This field allows you (and us) to identify the integration you are building and should have a value.

Also, if you have a support case open let me know and I can follow up.

-- Edit:
We found an issue in the logs with older events that had an empty-string provider. A fix for this should go to prod sometime in the next week. We will also likely validate that empty field better. It's required but our validation wasn't enough to prevent an empty string which I think caused some of these issues.

[mvishwanath]

Thanks Rob.

I do have a support ticket open. Is it OK to share the Reference ID here?
Going forward I will try setting the provider value other than empty.

[tim.smith]

Yes, the case ID isn't sensitive information. You can send a private message if you don't want to post it publicly though.

[mvishwanath]

Here is the Reference ID: 48f0e070-d46b-46ee-a0d3-11169282c5ca