POST conversations email message API doesn't respect "attachments" field

[Steven_HC]

When using the API for sending an email reply the attachments field isn't respected.

For example, if attachments A, B, and C have been uploaded for a given conversation, when the email reply is sent and attachments contains only the ID for A and B, all of the draft attachments are sent, not just those specified.

How can I use the API to send only the specific attachments needed?

[jnabuurs]

Hi Steven,
Can you create a ticket with Customer Care so that we can collect the necessary information to investigate this?

Thanks!
Jody

[Balaji_Arunachalam]

Hi Jody,

Previously we have opened a support case with Genesys and they have directed us to developer forum.

Case No: 0003175885

Further Details If you can please take a look & assist:

POST Email Reply API endpoint not respecting the attachments array within the API request body.

We are using the following API endpoint in our custom email editor tool which is being used by our agent's to recieve & reply to ACD emails.

API Endpoint: POST/api/v2/conversations/emails/{conversationId}/messages

Issue: When attachments are being to attached to a specific EMAIL conversation ID originally, we are noticing that the attachments remain attached to that EMAIL replies even if our agent's did not attach those attachments in the subsequent EMAIL replies.

Our use case is that, we want to have control over what attachments are being included in each email replies for a given EMAIL interaction and not just attach the original attachments with ALL Email replies.

Is this behavior by design? From the Genesys API schema, it seems the sent email should respect the attachments array within the API request body and ONLY attach whatever we INCLUDE in that "attachments array" but looks like it is not happening / seems like a bug in that API.

Here’s an example send email POST body which states to include one attachment, yet the received email has two attachments in it (two were uploaded originally in the Very First Email Reply in that chain of Emails)
{
"name": "Steven H.",
"to": [
{
"name": "Steven H.",
"email": "steven.hobson-campbell@airbnb.com"
}
],
"from": {
"name": "Airbnb Support",
"email": "email-support@airbnb.com"
},
"subject": "Airbnb customer support",
"attachments": [
{
"attachmentId": "c73bc523-836e-48a6-bcac-a28a8f4ab1f2",
"contentLength": 805774,
"contentType": "image/jpeg",
"name": "fox7.jpg"
}
],
"textBody": "Hello world",
"time": "2022-09-08T00:43:08.000Z"
}

[tim.smith]

@Balaji_Arunachalam please continue to work with Care on this issue. I have escalated the ticket internally. Care will need correlation IDs for the API requests showing when you include attachments then subsequent requests where you do not.

From the Genesys API schema, it seems the sent email should respect the attachments array within the API request body and ONLY attach whatever we INCLUDE in that "attachments array" but looks like it is not happening / seems like a bug in that API.