How to reply a email in freshchat by api

Product
1

I’m trying to reply a livechat conversation by api. When the conversation comes from Web Widget, it works fine.

but when the conversation comes from email, I failed.
the uri is

POST xxxx/v2/conversations/8a01c707-7777-485d-b24d-6111e36c9f1a/messages

First I tried this:

{
    "message_parts": [
        {
            "text": {
                "content": "Please wait for our team and we'll get back to you as soon as possible."
            }
        }
    ],
    "actor_type": "agent",
    "user_id": "9246f246-e54a-4d48-af9f-cffd8f7d03a1",
    "message_type": "normal",
    "actor_id": "e5fcbb71-67d7-42eb-8f61-5bad1b0c222a"
}

it returns:

{
    "code": 400,
    "status": "INVALID_VALUE",
    "message": "Fragment not supported in conversation"
}

then i tried this:

{
    "message_parts": [
        {
            "email": {
                "content": "Please wait for our team and we'll get back to you as soon as possible.",
                "subject": "Re: te"
            }
        }
    ],
    "actor_type": "agent",
    "user_id": "9246f246-e54a-4d48-af9f-cffd8f7d03a1",
    "message_type": "normal",
    "actor_id": "e5fcbb71-67d7-42eb-8f61-5bad1b0c222a"
}

it returns

{
    "code": 400,
    "status": "INVALID_VALUE"
}

Whats’ the correct way to create a message to a email conversation?

2

@Freddy how to achieve this can you give a working payload

3

To reply to an email conversation in Freshchat using API, you have to use the private message type. Please make sure you’re using the latest API version. Here’s a working payload:

{
    "message_parts": [
        {
            "text": {
                "content": "Please wait for our team and we'll get back to you as soon as possible."
            }
        }
    ],
    "actor_type": "agent",
    "user_id": "9246f246-e54a-4d48-af9f-cffd8f7d03a1",
    "message_type": "private",
    "actor_id": "e5fcbb71-67d7-42eb-8f61-5bad1b0c222a"
}

In the payload above, I changed the message_type from normal to private. This should allow you to reply to an email conversation in Freshchat.

Remember to replace the placeholder values with your own conversations and user/actor ids.

4

Using private message_type, the message can be sent by api.
The agent can see the private message in freshchat

image
image1262×280 23.5 KB

But the user can’t receive the message in their email system.
And the document said that the private message can’t be seen by user.
image
image2816×1548 427 KB
.
It seems that this doesn’t solve the problem.
Addtional, I use the get conversation message api, the message sent in freshchat webpage like below. It’s message type is also normal.
image

5

Apologies for the confusion. Since private messages can’t be seen by users, it’s not the appropriate solution. Instead, you’ll need to use “outbound_email” as the message part type.

Here’s an updated working payload:

{
    "message_parts": [
        {
            "outbound_email": {
                "content": "Please wait for our team and we'll get back to you as soon as possible.",
                "subject": "Re: Your Subject"
            }
        }
    ],
    "actor_type": "agent",
    "user_id": "9246f246-e54a-4d48-af9f-cffd8f7d03a1",
    "message_type": "normal",
    "actor_id": "e5fcbb71-67d7-42eb-8f61-5bad1b0c222a"
}

In this payload, I changed the message part type from “text” to “outbound_email” and provided an email subject. This should allow you to send a reply to the user’s email system.

Please make sure to replace the subject value with the relevant subject you want to use.

6

It doen’t work.
The request is:

{
    "message_parts": [
        {
            "outbound_email": {
                "content": "Please wait for our team and we'll get back to you as soon as possible.",
                "subject": "Re: te"
            }
        }
    ],
    "actor_type": "agent",
    "user_id": "9246f246-e54a-4d48-af9f-cffd8f7d03a1",
    "message_type": "private",
    "actor_id": "e5fcbb71-67d7-42eb-8f61-5bad1b0c222a"
}

Response is:

{
    "code": 400,
    "status": "INVALID_VALUE"
}
7

I apologize for the confusion earlier. It seems that the “outbound_email” type is not supported. Unfortunately, the available Freshchat API documentation does not provide a clear solution for this issue.

I recommend reaching out to the Freshchat support team directly to get a more accurate answer to this problem. They might have specific guidance on how to reply to an email conversation using the API. You can find Freshchat support at this link: Support : Freshchat