I have a form on my website where customers can ask questions and upload an attachment (e.g. photo) with this question.
If I connect this form to the Genesys Cloud, I can use the https://developer.genesys.cloud/api/rest/v2/conversations API to post the form, according to your documentation. However, I cannot find an API to attach the attachment to the conversation, only information on how to send an attachment with a reply.
How can I send the information from my website including the attachment to Genesys cloud so that an agent can view the attachment within the conversation?
Thanks for the question. I talked to our conversation team and we do not currently support adding an attachment to a conversation in the manner you describe. Email conversations will automatically include attachments as pointers in the header, but the use you are describing is not natively supported.
One approach the conversation team recommended is to upload the attachment to an internal server (or a cloud-provider) and then attach the URI to the attachment as a custom attribute in the conversation. Then the agent would be able to open the attachment because the custom attribute would be accessible in via user script etc...
Just keep in mind with this approach that it would be your responsibility to ensure that the attachment is secure, does not contain PII, etc....
Hope that helps.
Thanks,
John Carnell
Manager, Developer Engagement