How to use the new agentless email API?

Platform API
1

Hi All,
I saw that the agentless email API is now available but there isn't really documentation on it yet.
/api/v2/conversations/emails/agentless

Can you help with the following questions?

  1. What is sender type used for? it can be set to inbound, outbound and integration but i get a rejection from the API if I try anything other than inbound. Any use case for the other types?
  2. why does the API ask for conversation ID? Is it mandatory? I would expect the platform to generate the conversation ID as part of my request (for new email messages without history). Do I need to create a new conversation myself before making a request to send an email outbound?
  3. I saw it is not for free to send emails, which looks weird for e-mails (makes sense for SMS). It would be logical to have a fair usage for it?
  4. How are we supposed to use the from field? I set it to a valid inbound email box configured in the Genesys ORG, the domain is managed by the platform but it does not work. I get this error message back:
    "The outbound domain does not exist"
    Do we need to configure an outbound domain just to be able to send messages? This is not required to send outbound emails from agents, why is it required for agentless email API? Are there any instructions on how to set this outbound domain up? Is it a new email domain with type set to campaign?

thanks,
Zsolt

2

I received the same error trying this out as well which you reference in item #4.

3

Hello,
Answers to your questions:

  1. Only Outbound is supported for now.
  2. The Conversation ID is optional. The purpose is to allow you to stitch two agentless emails together. You would copy the Conversation ID from the original email and use it for the subsequent emails you want to be threaded to the original.
  3. Right - we are sending the email via a third-party vendor that imposes usage charges for each email sent.
  4. Yes, you need to provision an Outbound subdomain in Genesys Cloud. There's a new type of domain, which is called Campaigns (will be renamed to Campaigns/Agentless in the near future). When this subdomain is validated, you will use this in the From field, along with the local part of an email address (which does not need to be provisioned) - for example: sales@my.example.com.

Useful documentation:
About Agentless Email Notifications: Agentless email notifications - Genesys Cloud Resource Center
Set up a domain: Set up a domain for outbound email campaigns and agentless email notifications - Genesys Cloud Resource Center
Pricing: Email pricing - Genesys Cloud Resource Center
Create an OAuth Client: Create an OAuth client - Genesys Cloud Resource Center

Hope this helps. Let us know if there's anything else.

Thanks!
Jody Nabuurs
Product Manager

4

Thanks Jody, the answers help.
I understand now the use of outbound domain but that complicate things. If a customer uses Genesys provided domains (for example xxxxxx.mypurecloud.de) then they can't use this API. Unless they will set up a subdomain just for sending agentless emails out.
Initially i thought you rely on AWS mail sending capabilities but it looks like for this purpose you have sparkpostmail.
thanks,
Zsolt

5

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