I have a requirement to update an email subject via a button press, thinking i need to use an interaction widget to do so. In my investigation the PATCH
/api/v2/conversations/emails/{conversationId}/messages/draft endpoint creates the draft with an updated subject as needed, but i can't locate a way to pop that draft to the agent. All the post method endpoints simply send an email without agent interaction.
The behavior i need is that if the agent clicks the normal UI reply button, they get a normal reply, but if they click the widget, the reply to window opens with an updated subject line.
If your goal relies on inbound answered emails and you wish to draft a response for an agent with an updated subject, you can use the following API endpoint:
By configuring the direction as OUTBOUND, a new conversation will be initiated on behalf of a queue. You can customize this draft by modifying the subject as needed.
The htmlBody can hold the email history from the original email (if it is needed).
When agents click on the reply button in your app, you have access to the email content, so you can construct a new htmlBody based on the initial one (history).
Note that using this approach, Genesys will generate a new outbound conversation and assign it a new interaction ID, differing from the initial inbound email interaction ID.
Charaf,
Thank you for your insight, sadly i need to maintain the treading for this. The client utilizes the presence or absence of a string in the email subject to trigger actions on the email in their exchange server. While i can generate the draft, i just can't pop it.
