iService API Documentation

Zoom Window Out
Larger Text | Smaller Text
Hide Page Header
Show Expanding Text
Printable Version
Send Mail Feedback
Share This Topic
Save Permalink URL

Navigation: iService API Forms > My Work Queue

Change the topic of a question (api=changetopic)

Purpose

The changetopic API is used to change topic of an interaction.

UI Reference: The API is called when the ''Change topic'' button is clicked on the my manage messages/my message inbox page.

URI: webapp-api-mq-myqueue?api=changetopic

Request

Request Parameters

Name	Type	Description
interactionIDs	Array	This parameter represents the Id of interaction.
answer	Object	Object with all the response mail details.
answer[].inResponseToID	String	This response is going to be sent on this Interaction id.
answer[].subject	String	This parameter has the subject of response.
answer[].segmentID	String	This has the value of the segment id in which interaction belongs to.
answer[].topicID	String	This has the value of topic id in which interaction belongs to.
answer[].addSubjectRefNum	Boolean	Represent that add reference number in subject or not.
answer[].forwardSegmentID	String	This represents the ID of the segment to whom interaction was forwarded.
answer[].contactID	String	This is the ID of the customer.
answer[].isMassUpdate	Boolean	This represents whether this interaction can be used for mass update or not.
answer[].caseProperties	string	This parameter has all case properties and their values if case property values are set in interaction.
answer[].interactionProperties	Number	This parameter has all properties and their values if property value set in interaction.
answer[].responseProperties	Number	This parameter has all properties and their values if property value is set in response.
answer[].leaveOpen	Number	This represents whether to leave open the interaction or remove from the list after success.
answer[].expectReply	Number	Expecting reply on this mail or not
answer[].supressSubjectRef	Number	This represents whether to suppress the reference number from subject or not.
answer[].notificationID	Number	This is the notification or auto response ID.
answer[].bodyHtml	String	Body contents of response with html format.
answer[].removedInlineAttachments	Array
answer[].mailboxID	String	This is the mailbox ID of the interaction/answer.
answer[].note	String	This represents the private comments of the interaction.
answer[].attachments	Array	This represents the attachments attached to the interaction.
answer[].destEmail	String	Email address of destination.
answer[].finalHtml	Number	This is the final HTML body if the interaction.
answer[].finalPlain	Number	This is the final plain body of the interaction.
answer[].defaultMailBoxID	String	This parameter represents whether the note is a public note or not.
answer[].isPublic	Boolean	This displays if an answer to an interaction is public or not.
answer[].threadProperties	Array	This parameter has all thread properties and their values if thread property values are set in interaction.
answer[].threadProperties[].propertyID	String	This parameter has all property id if property value is set in interaction.
answer[].threadProperties[].propertyName	String	This parameter has all property names if property value is set in interaction.
answer[].threadProperties[].values	Array	This parameter has all property values if property value is set in interaction.
answer[].threadProperties[].values[].value	String	This shows the priority detail of the user. I.e Platinum or Gold etc
answer[].changeTopicID	String	This parameter represents topic id when changing to another topic.
interactionID	String	This parameter represents interaction id.
_pageAction	String	This parameter represents the action name which is performed from the page.
_pageName	String	This parameter represents the page name.

Request Payload Example

{
  "interactionIDs": [
    "45586"
  ],
  "answer": {
    "inResponseToID": "45586",
    "subject": "Can I track my package?",
    "segmentID": "2",
    "topicID": "6",
    "addSubjectRefNum": true,
    "forwardSegmentID": "",
    "contactID": "4",
    "isMassUpdate": false,
    "caseProperties": null,
    "interactionProperties": null,
    "responseProperties": null,
    "leaveOpen": null,
    "expectReply": null,
    "supressSubjectRef": null,
    "notificationID": null,
    "bodyHtml": "<br/><br/><br/><div>On 11/11/2021 11:03:06 AM, "customer service" <demo-cc@1to1service.com> wrote:<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;\"><br>\nTesting reply<br>\n \n<div>On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\">I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? </blockquote>\n</div>\n</blockquote></div>",
    "removedInlineAttachments": [],
    "mailboxID": "1",
    "note": "",
    "attachments": [],
    "destEmail": "customer1@1to1service.com",
    "finalHtml": null,
    "finalPlain": null,
    "defaultMailboxID": "1",
    "isPublic": true,
    "threadProperties": [
      {
        "propertyID": "11",
        "propertyName": "Account Number",
        "values": [
          {
            "value": "Platinum"
          }
        ]
      }
    ],
    "changeTopicID": "109"
  },
  "interactionID": "45586",
  "_pageAction": "ChangeTopic",
  "_pageName": "messagequeue#/my-pending-messages"
}

Response Parameters

Name	Type	Description
errors	Array	This parameter represents the list of errors.
errorDetails	Array	This parameter represents the list of error details.
numCanGet	Integer	It returns the total count/number of get next button.
numCanApprove	Integer	It returns the total count/number of get next QA button.
row	Object	Object with row and their details.
row[].id	String	This is Interaction id.
row[].date	String	This returns the date of interaction.
row[].subject	String	This returns the subject of interaction.
row[].type	String	This returns the type of interaction.
row[].tags	Array	Tags are used to label interactions for special display. For example, open quote tickets contain a tag to mark for display in the open Quotes pages.
row[].assignedToID	String	This has an id of an agent who has been assigned to this interaction.
row[].status	String	This is the status of interaction.
row[].topicID	String	This has the value of topic id in which interaction belongs to.
row[].topicName	String	This has the value of the topic name in which interaction belongs to.
row[].segmentID	String	This has the value of the segment id in which interaction belongs to.
row[].properties	Array	This returns all properties and their values if property value set in interaction.see property values.
details	Object
details[].id	String	This is Interaction id.
details[].type	String	This returns the type of interaction.
details[].tags	Array	Tags are used to label interactions for special display. For example, open quote tickets contain a tag to mark for display in the open Quotes pages.
details[].status	String	This is the status of interaction.
details[].threadID	String	This is the ID of the interaction.
details[].threadType	String	This is the type of the interaction.
details[].caseProperties	Array	This represents a list of case properties.
details[].caseProperties[].name	String	Property name.
details[].caseProperteis[].properties	Array	Property details.
details[].caseProperties[].logins	Number	This property has a list of objects with login details including name and type of property value.
details[].caseProperties[].canModifyLogins	Boolean	This property represents rights of modification in logins.
details[].subject	String	This represents the subject of the email.
details[].subjectBare	String	This is the subject of the interaction without reference number.
details[].date	String	This returns the date of interaction.
details[].dateResolved	String	This returns the resolve date of interaction.
details[].questionHtml	String	This returns a question which has been mentioned in mail.
details[].attachments	Array	This has all the attachments which are added in interaction.
details[].interactionProperties	Array	This returns all properties and their values if property value set in interaction.
details[].customerID	String	This returns the id of the customer.
details[].customerName	String	This returns the name of the customer.
details[].statusAudit	Array	This is the statuses change log.
details[].statusAudit[].timeStamp	String	This represents the time stamp of the status modified.
details[].statusAudit[].date	String	This represents the date of the status modified.
details[].statusAudit[].action	String	This is the action name when status modified.
details[].statusAudit[].modifierID	String	This is the user ID by whom interaction modified.
details[].statusAudit[].modifierName	String	This is the user name by whom interaction modified.
details[].statusAudit[].topicID	String	This is the topic ID of the interaction.
details[].statusAudit[].topicName	String	This is the topic name of the interaction.
details[].statusAudit[].assignedToID	Number	This is the user ID to whom interaction was assigned.
details[].statusAudit[].assignedToName	Number	This is the user name to whom interaction was assigned.
details[].statusAudit[].statusID	String	This is the status ID of the interaction.
details[].statusAudit[].statusName	String	This is the status name of the interaction.
details[].customerAddresses	Array	This returns all the email addresses of the customer.
details[].customerLogins	Array	This returns all the logins of the customer.
details[].fromAddress	String	Email address who has initiated the interaction.
details[].composerAddress	String	This is the email address of the composer.
details[].reCC	String	This is the CC email address to reply.
details[].topicID	String	This has the value of topic id in which interaction belongs to.
details[].topicName	String	This has the value of the topic name in which interaction belongs to.
details[].segmentID	String	This has the value of the segment id in which interaction belongs to
details[].segmentName	String	This has the value of the segment name in which interaction belongs to
details[].responseID	String	This is the ID of the response.
details[].subjectRef	String	This is the subject reference value with interaction id.
details[].responseSubject	String	This is the subject of the response.
details[].responseHtml	String	This is the HTML body of the response.
details[].note	String	This is the private comment of the interaction.
details[].responseProperties	Array	This represents the interaction properties of the response.
details[].responseAttachments	Array	This represents the attachments attached to the response.
details[].assignedToID	String	This is the id of the agent if the message is assigned to any agent.
details[].assignedToName	String	This is the full name of the agent if the message is assigned to any agent.
details[].resolvedByName	String	This is the name of the agent if the message is resolved by any agent.
details[].toAddress	String	This is the customer email address.
details[].headerFrom	String	This is the email address of the customer who sent this message.
details[].headerTo	String	This is the email address of the person to whom the E-mail is being sent.
details[].cc	String	This is the email address of cc if added in the message.
details[].bcc	String	This is the email address of bcc if added in the message.
details[].bodyPlain	String	This is body content of message without html format
details[].defaultMailboxID	String	This is the default mailbox ID of the segment associated with the interaction.
details[].responseFinalHtml	String	This represents the final HTML body of the response.
details[].responseFinalPlain	String	This represents the final plain body of the response.
response	Object	This returns a question's row and details data.
response[].row	Object	This has all details of the row.
response[].row[].id	String	This is Interaction id.
response[].row[].id	String	This returns the date of interaction.
response[].row[].subject	String	This returns the subject of interaction.
response[].row[].type	String	This returns the type of interaction.
response[].row[].tags	Array	Tags are used to label interactions for special display. For example, open quote tickets contain a tag to mark for display in the open Quotes pages.
response[].row[].assgnedToID	String	This has an id of an agent who has been assigned to this interaction.
response[].row[].status	String	This is the status of interaction.
response[].row[].topicID	String	This has the value of topic id in which interaction belongs to.
response[].row[].topicName	String	This has the value of the topic name in which interaction belongs to.
response[].row[].segmentID	String	This has the value of the segment id in which interaction belongs to.
response[].row[].properties	Array	This returns all properties and their values if property value set in interaction.see Property Values.
response[].details	Object	This object represents the details of the response
response[].details[].date	String	This returns the date of interaction.
response[].details[].type	String	This returns the type of interaction.
response[].details[].tags	Array	Tags are used to label interactions for special display. For example, open quote tickets contain a tag to mark for display in the open Quotes pages.
response[].details[].subject	String	This returns the subject of interaction.
response[].details[].subjectBare	String	This represents the subject of the interaction with reference number.
response[].details[].status	String	This is the status question.
response[].details[].bodyPlain	String	This represents the plain body of the interaction.
response[].details[].bodyHtml	String	This has body contents of interaction with html format.
response[].details[].note	String	This represents the private comments the of the interaction.
response[].details[].interactionProperteis	Array	This returns all properties and their values if property value set in interaction.
response[].details[].caseProperteis	Array	This returns all case properties and their values if case property values are set in interaction.
response[].details[].attachments	Array	This represents the attachments attached to the response/interaction.
response[].details[].statusAudit	Array	List of status changes log.
response[].details[].segmnetID	String	This has the value of the segment id in which the question belongs to.
response[].details[].segmentName	String	This has the value of the segment name in which the question belongs to.
response[].details[].topicID	String	This has the value of topic id in which the question belongs to.
response[].details[].topicName	String	This has the value of the topic name in which the question belongs to.
response[].details[].assignedToID	String	This represents the user ID to whom this interaction was assigned.
response[].details[].operatorName	String	This has an agent name who has been assigned for the question.

Response Example

{
  "errors": [],
  "errorDetails": [],
  "numCanGet": 1,
  "numCanApprove": 0,
  "row": {
    "id": "45586",
    "date": "2021-11-15T08:09:45.9730000Z",
    "subject": "Re: [ref#: 45529-45586] Can I track my package?",
    "type": "Agent Response",
    "tags": [],
    "assignedToID": "510",
    "status": "SentWaitingReply",
    "topicID": "109",
    "topicName": "_Feedback",
    "segmentID": "2",
    "properties": []
  },
  "details": {
    "id": "45586",
    "type": "Agent Response",
    "tags": [],
    "status": "SentWaitingReply",
    "threadID": "45529",
    "threadType": "Ask A Question",
    "caseProperties": [
      {
        "name": "e-shop",
        "properties": [
          {
            "propertyID": "11",
            "name": "Account Number",
            "isDate": false,
            "isDatetime": false,
            "isInteger": false,
            "isNumber": false,
            "allowMultiple": false,
            "hasDescriptions": false,
            "isMultiLine": false,
            "isReadOnly": false,
            "isRequired": false,
            "values": [
              {
                "description": null,
                "value": "Platinum",
                "valueDate": null,
                "valueDatetime": null,
                "valueInt": null,
                "valueNumber": null
              }
            ],
            "valueChoices": [],
            "descriptionChoices": []
          }
        ],
        "logins": null,
        "canModifyLogins": false
      }
    ],
    "subject": "Can I track my package?",
    "subjectBare": "Can I track my package?",
    "date": "2021-11-11T17:03:06.2130000Z",
    "dateResolved": "0001-01-01T06:00:00.0000000Z",
    "questionHtml": "<br>\nTesting reply<br>\n \n<div>On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\">I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? </blockquote>\n</div>\n",
    "attachments": [],
    "interactionProperties": [],
    "customerID": "4",
    "customerName": "John Doe",
    "statusAudit": [
      {
        "timeStamp": "/Date(1636650186213)/",
        "date": "2021-11-11T17:03:06.2130000Z",
        "action": "Contact 510 -> [ messagequeue#/mymessageinbox : AutoSave ] Form Submit (webapp-api-mq-myqueue) -> Save Draft -> Question 45529 -> Update Response -> Create -> Create Composition",
        "modifierID": "510",
        "modifierName": "Niraj Raba",
        "topicID": "6",
        "topicName": "e-shop -- All Topics -- Shipping",
        "assignedToID": null,
        "assignedToName": null,
        "statusID": "6",
        "statusName": "Unsent"
      }
    ],
    "customerAddresses": [
      "customer1@1to1service.com"
    ],
    "customerLogins": [
      {
        "name": "customer1@1to1service.com",
        "type": "Email"
      }
    ],
    "fromAddress": "customer1@1to1service.com",
    "composerAddress": "\"customer service\" <demo-cc@1to1service.com>",
    "reCC": "",
    "topicID": "109",
    "topicName": "_Feedback",
    "segmentID": "2",
    "segmentName": "e-shop",
    "responseID": "45592",
    "subjectRef": "Re: [ref#: 45529-45592]",
    "responseSubject": "Can I track my package?",
    "responseHtml": "<br/><br/><br/><div>On 11/11/2021 11:03:06 AM, "customer service" <demo-cc@1to1service.com> wrote:<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;\"><br>\r\nTesting reply<br>\r\n \r\n<div>On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\r\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\">I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? </blockquote>\r\n</div>\r\n</blockquote></div>",
    "note": "",
    "responseProperties": [],
    "responseAttachments": [],
    "assignedToID": "510",
    "assignedToName": "Niraj Raba",
    "resolvedByName": "Niraj Raba",
    "toAddress": "customer1@1to1service.com",
    "headerFrom": "\"Customer Service\" <demo-cc@1to1service.com>",
    "headerTo": "customer1@1to1service.com",
    "cc": "",
    "bcc": "",
    "bodyPlain": "\r\nTesting reply\r\n \r\nOn 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\r\n> I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? \r\n\r\n",
    "defaultMailboxID": "1",
    "responseFinalHtml": "<br><br><br><div>On 11/11/2021 11:03:06 AM, \"customer service\" <demo-cc@1to1service.com> wrote:<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\"><br>\nTesting reply<br>\n \n<div>On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\">I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? </blockquote>\n</div>\n</blockquote></div>",
    "responseFinalPlain": "\r\n\r\n\r\nOn 11/11/2021 11:03:06 AM, \"customer service\" <demo-cc@1to1service.com> wrote:\r\n> \r\n> Testing reply\r\n>  \r\n> On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\r\n> > I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? \r\n> \r\n"
  },
  "response": {
    "row": {
      "id": "45592",
      "date": "2021-11-17T08:10:29.1830000Z",
      "subject": "Can I track my package?",
      "type": "Unsent Response",
      "tags": [],
      "assignedToID": "",
      "status": "Unsent",
      "topicID": "109",
      "topicName": "_Feedback",
      "segmentID": "2",
      "properties": []
    },
    "details": {
      "date": "2021-11-17T08:10:29.1830000Z",
      "type": "Unsent Response",
      "tags": [],
      "subject": "Can I track my package?",
      "subjectBare": "Can I track my package?",
      "status": "Unsent",
      "bodyPlain": "\r\n\r\n\r\nOn 11/11/2021 11:03:06 AM, \"customer service\" <demo-cc@1to1service.com> wrote:\r\n> \r\n> Testing reply\r\n>  \r\n> On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\r\n> > I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? \r\n> \r\n",
      "bodyHtml": "<br><br><br><div>On 11/11/2021 11:03:06 AM, \"customer service\" <demo-cc@1to1service.com> wrote:<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\"><br>\nTesting reply<br>\n \n<div>On 10/28/2021 3:31:18 PM, John Doe <customer1@1to1service.com> wrote:\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex\">I just bought a camera and got an email notification that the order has been placed successfully. How do I track my package since the shipping duration is 2 weeks? </blockquote>\n</div>\n</blockquote></div>",
      "note": "",
      "interactionProperties": [],
      "caseProperties": [
        {
          "name": "e-shop",
          "properties": [
            {
              "propertyID": "11",
              "name": "Account Number",
              "isDate": false,
              "isDatetime": false,
              "isInteger": false,
              "isNumber": false,
              "allowMultiple": false,
              "hasDescriptions": false,
              "isMultiLine": false,
              "isReadOnly": false,
              "isRequired": false,
              "values": [
                {
                  "description": null,
                  "value": "Platinum",
                  "valueDate": null,
                  "valueDatetime": null,
                  "valueInt": null,
                  "valueNumber": null
                }
              ],
              "valueChoices": [],
              "descriptionChoices": []
            }
          ],
          "logins": null,
          "canModifyLogins": false
        }
      ],
      "attachments": [],
      "statusAudit": [
        {
          "timeStamp": "/Date(1637136629183)/",
          "date": "2021-11-17T08:10:29.1830000Z",
          "action": "Contact 510 -> [ messagequeue#/mypendingmessage : AutoSave ] Form Submit (webapp-api-mq-myqueue) -> Save Draft -> Question 45586 -> Update Response -> Create -> Create Composition",
          "modifierID": "510",
          "modifierName": "Niraj Raba",
          "topicID": "6",
          "topicName": "e-shop -- All Topics -- Shipping",
          "assignedToID": null,
          "assignedToName": null,
          "statusID": "6",
          "statusName": "Unsent"
        }
      ],
      "segmentID": "2",
      "segmentName": "e-shop",
      "topicID": "109",
      "topicName": "_Feedback",
      "assignedToID": "",
      "operatorName": ""
    }
  }
}

Please enable JavaScript to view this site.