HTML Formatted Automatic Email Reply

[mostafaawad]

Dears,

Is there a possibility to send an HTML formatted email from the Architect as an automatic reply to inbound emails and if yes how could this be achieved?

[jacobshaw]

Hi @mostafaawad
The API does provide POST /api/v2/conversations/emails/agentless for sending agentless outbound emails, and for HTML formatted emails you can use the htmlBody request field. You should be able to set up a data action with a client credentials grant that calls this endpoint to accomplish this.

[mostafaawad]

Hi Jacob,

I tried this API endpoint from Postman and it's giving the below response:

{

    "message": "The outbound domain does not exist",

    "code": "postino.error.not.found",

    "status": 404,

    "messageWithParams": "The outbound domain does not exist",

    "messageParams": {},

    "contextId": "e9c40f88-c5ce-45b2-8a05-f0976dea901b",

    "details": [],

    "errors": []

}

The use case here is that I'm trying to send a well HTML formatted auto response from the Architect and the canned responses can't help in this case so I started to use the below endpoints:

1- POST /api/v2/conversations/emails - to create an email interaction on behalf of the queue.
2- POST /api/v2/conversations/emails/{conversationId}/messages - to send the reply created from the above endpoint.

And the issue here is that it should be handled by agent/user as long as this is a created interaction on behalf of the queue.

So what I need to know is which endpoint actually can simulate the Send Auto Response action in Architect with the option to add the HTML body of the email.

Thanks.

[jacobshaw]

@mostafaawad

You will need to provision an outbound email domain with Genesys Cloud, and use that for the from address in your API call. Here's a tutorial for doing that: Set up a domain for outbound email campaigns and agentless email notifications - Genesys Cloud Resource Center

The other two API resources you mentioned require a user context, so they can't be called from a data action which uses client credentials. The agentless resource will work with a data action, however.

[mostafaawad]

Hi @jacobshaw ,

I really appreciate your response. So in this case no other way to simulate the Send Response action in architect from an API unless I use the agentless?

[jacobshaw]

@mostafaawad
This is the method I'm most familiar with. This forum is geared toward the Genesys Cloud API, so that's where my skill level is highest.
However, I just did a test with an inbound email flow using the "Send Auto Reply" action, and it actually worked for me with an HTML body for the reply like this:

I must say this is an easier method than what I first suggested.

[jacobshaw]

If you go for the "Send Auto Reply" method, you wont need the "Campaign/Agentless" domain, just the "Genesys Cloud" type domain you use to route emails to your Inbound email flow.

[mostafaawad]

@jacobshaw

That's really great! Honestly, I didn't test that and didn't expect that this can be done. Thank you!