Missing Email Body When Using API to Create Emails

[Oscar_T]

Hello

Endpoint: POST /api/v2/conversations/emails
Example Body:

{
  "flowId": "09472fa2-a394-4013-9872-fc8cdb8b337f",
  "provider": "Task System",
  "toAddress": "b487caef-3423-4841-9d57-1697c14e4b0c;Skill;FileMask",
  "textBody": "Hello, this is a test body"
}

We are encountering an issue when creating emails via the API. While everything else works as expected, the email body does not appear for the agents.

We have followed the Genesys Third-Party Object Routing guide to implement a task flow. Despite this, the body is missing when using the API.

Here are the key details of our testing:

1. We have tried both HTML and plain text for the email body.
2. The body is visible when retrieving the email using the /api/v2/conversations/emails/{conversationId}/messages endpoint.
3. Sending emails from Outlook through a Genesys email routing flow (using the same flow) works correctly, and the body is visible to agents.

The issue seems specific to emails created via the API. Our guess is its related to the provider but any tips or help would be helpfull

[Oscar_T]

We found one way to circumvent the issue. In the flow we assign the whole message body to a variable and then show the variable in the script.

[crespino]

When using 3rd party email objects, you need to create some kind of viewer to view that 3rd party email, even if you are sending in the body. As you've found, you can use scripts to do this. The other option would be to create an Interaction Widget similar to the ones you already have on the right that would read the conversation JSON, get the email body, and display it in a custom web UI that is iframed by the interaction widget.

[Oscar_T]

Alrighty, thank you for the response