Interactions On E-mail Channel Notifications

To begin receiving e-mail channel-related notifications from the System through the cometd topics (CometD channels), an agent needs to set his agent status for the e-mail channel to Ready. He then needs to subscribe to to the /me/interactions CometD topic and listen. To prevent the System from sending more e-mail interaction notifications, the agent needs to set his e-mail channel state to NotReady.

When an agent sets his status for the e-mail channel to Ready, the following notifications may occur:

New E-mail Interaction

This notification invites an agent to either Accept or Reject an incoming e-mail interaction.

{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
"subject":subject-of-the-email-in-string-representation,
"interactionId":unique id of email interaction
},
"interactionType":"Email",
"interactionSubType:"InboundNew",
"userData":complete-map-of-user-data-excluding-binary-values
"currentQueue":value-of-attr_itx_queue
"state":"Invited",
"capabilities":["Accept", "Reject"]
}

messageTypeName—denotes the type of CometD notification. This is a fixed value. It will always be InteractionStateMessage.

id—the interaction's unique identifier.

channel—fixed value. This will always be email.

email_object—contains e-mail related data.

• subject—the e-mail's topic.

state—identifies the interaction's current state. This is a fixed value. It will always be Invited.

capabilities—this array displays possible operations that may occur after this operation.

E-mail Revoked

After a predetermined period of agent inactivity, this notifies the agent that the System has removed an e-mail interaction from him or her.

 {
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
"subject":subject-of-the-email-in-string-representation
},
"state":"Revoked",
"capabilities":[]
}

E-mail Accepted

After an agent performs an Accept, the following message will be sent via CometD.

{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
“ToAddress”:to-address,
“FromAddress”:from-address,
“CCAddresses”:cc-addresses,
"Subject":subject-of-the-email-in-string-representation,
"Text":text-of-email-as-text,
"StructuredText":text-of-email-formatted,
"MimeType":mime-type-of-text,
"StructuredTextMimeType":mime-type-of-structuredtext,
"TheComment":notes-on-interaction,
"ContactID":contactid-mapped-to-sender,
"attachments":[{
               "id":attachmentId,
               "name":attachment-name,
               "size":attachment-size,
               "mimetype":attachment-mime-type
              },
              ...
             ]
},
"interactionType":"Email",
"interactionSubType:"InboundNew",
"userData":complete-map-of-user-data-excluding-binary-values
"currentQueue":value-of-attr_itx_queue,
"inQueues":value-of-attr_in_queues,
"outQueues":value-of-attr_out_queues,
"receivedAt:value-of-attr_itx_received_at
"state":"Accepted",
"capabilities":[“Transfer”,“Reply”,“ReplyAll”,“StopProcessing”,“PlaceInQueue”,“PlaceInWorkbin”,“UpdateProperties”]
}

E-mail Reply Created

After an Agent performs either Reply or ReplyAll, the following message will be sent via CometD.

{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"email",
"email_object" {
“ToAddress”:to-address,
“FromAddress”:from-address,
“CCAddresses”:cc-addresses,
"Subject":subject-of-the-email-in-string-representation,
"Text":text-of-email-as-text,
"StructuredText":text-of-email-formatted,
"MimeType":mime-type-of-text,
"StructuredTextMimeType":mime-type-of-structuredtext,
},
"interactionType":"Email",
"interactionSubType:"OutboundReply",
"receivedAt:value-of-attr_itx_received_at
"state":"ReplyCreated",
"capabilities":[“Cancel”,“Send”,“PlaceInWorkbin”,“UpdateProperties”,"LinkAttachment"]
}