Purpose
The forwardemail API is used to forward Email. Within the iService user interface, the Forward a Copy forms use the startforwardemail endpoint to fetch the details needed to load the form. The forwardemail endpoint is then used to send a copy of the selected interaction.
UI Reference: The API is called when the Forward Copy button is clicked.
URI: webapp-api-custinfo?api=forwardemail
Access Rights Required: All agents
Request
Request Parameters
Name |
Type |
Description |
|---|---|---|
details |
object |
Object that contains all the details needed to create the agent email. |
details[].inResponseToID |
String |
The ID of the interaction that was forwarded. |
details[].subject |
String |
The subject line of the agent email created for forwarding. |
details[].segmentID |
String |
The ID of the interaction. |
details[].topicID |
String |
The topic ID of the interaction |
details[].addSubjectRefNum |
Boolean |
Not used. A separate ref number is not added to the subject line because the interaction being forwarded has it's own. |
details[].contactID |
String |
ID of the contact who's interaction is being forwarded. |
details[].bodyHtml |
String |
Body of the interaction created. |
details[].removeInlineAttachments |
Array |
Array of inline attachments removed. |
details[].mailboxID |
String |
ID of the mailbox used to send the agent email. |
details[].defaultMailboxID |
String |
Default ID of the mailbox that would normally be used. |
details[].destEmail |
String |
Recipient email address. |
details[].action |
String |
Not used. |
details[].properties |
Array |
Properties associated with the topic are submitted in a special format. See properties that may be edited. |
details[].caseproperties |
Array |
Properties associated with the topic are submitted in a special format. See properties that may be edited. |
details[].attachments |
Array |
An array of attachments included within the agent email. |
String |
Recipient email address. |
Request Payload Example
{ "details": { "inResponseToID": "45634", "subject": "Fwd: [ref#: 45634-45634] Important details", "segmentID": "2", "topicID": "132", "addSubjectRefNum": false, "contactID": "4", "bodyHtml": "<div>test<br />\n </div>\n\n<div>On 12/16/2021 3:01:44 PM, "Customer Service" <demo-cc@1to1service.com> wrote:\n<blockquote style=\"border-left: 1px solid #cccccc; margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;\">Very important.</blockquote>\n</div>\n", "removedInlineAttachments": [], "mailboxID": "1", "defaultMailboxID": "1", "destEmail": "john.doe@example.info", "action": 1, "properties": [], "caseProperties": [], "attachments": [] }, "email": "john.doe@example.info" } |
Response
Response Parameters
Name |
Type |
Description |
|---|---|---|
errors |
Array |
An array of strings. Returns the error message if an error is encountered, otherwise a blank array if there is no error. |
interactionID |
String |
The interaction ID of the interaction created. |
row |
Array |
An array of strings that describes the interaction created. |
row[].id |
String |
Id of the interaction created. |
row[].subject |
String |
Subject of the interaction created. |
row[].type |
String |
Type of the interaction created. In this case it is an Agent Email used to forward the interaction. |
row[].date |
String |
Date of the interaction created. |
Response Example
{ "errors": [ ], "interactionID": "45635", "row": { "id": "45635", "subject": "Fwd: [ref#: 45634-45634] Important details", "type": "Agent Email", "date": "2021-12-16T21:12:38.5500000Z" } } |
