Create forward by conversation

Agents forward a conversation from the agent desktop when someone who isn't on the thread needs the full history, for example a shipping partner who has to investigate a lost package. A forward belongs to one conversation and its customer, and it emails all of that conversation's messages to the addresses you choose. Forwards are listed on the conversation they came from.

Lifecycle

A forward works like a draft: you create it, adjust it, and then send it.

`status`	Meaning
`draft`	Created without `sendAt`. Nothing has been sent, and you can still edit it.
`scheduled`	Has a `sendAt` and is waiting to go out.
`sent`	Sent.
`failed`	Sending failed.

Include sendAt when you create the forward to send it, or create it without one and set sendAt later with PUT /v1/forwards/{id}. Kustomer validates the email fields when a forward is scheduled.

Key fields

channel is always email. to is a list of { email, name } recipients and from is the { email, name } sender, which should be one of your org's email accounts; GET /v1/outboundAccounts lists them. app picks the sending integration (gmail or postmark). subject, body and replyTo work as they do for an email draft; body is the text you add for the recipient. attachments adds files that you upload through the forward attachment endpoints.

Which endpoint to use

To	Call
Forward a conversation by email	`POST /v1/conversations/{id}/forwards`
See every forward made from a conversation	`GET /v1/conversations/{id}/forwards`

To read, edit or schedule a single forward after creating it, use GET and PUT /v1/forwards/{id}. Creating a forward needs the conversation-forward permission (org.permission.conversation_forward.create), and listing forwards needs draft read access.

curl --request POST \ --url 'https://api.kustomerapp.com/v1/conversations/5faaf4a6ea0cb48cd0801bbf/forwards' \ --header "Authorization: Bearer $KUSTOMER_API_KEY" \ --header 'Content-Type: application/json' \ --data '{ "channel": "email", "app": "gmail", "customer": "string", "status": "draft", "body": "Example text", "subject": "Example title" }'

{ "data": { "id": "5823e4d3bff98a100085320e", "type": "forward", "attributes": { "app": "postmark", "channel": "email", "status": "draft", "from": { "name": "Support", "email": "support@example.com" }, "to": [ { "name": "Billing", "email": "billing@email.com" } ], "createdAt": "2016-11-10T03:09:07.575Z", "updatedAt": "2016-11-10T03:09:07.575Z", "modifiedAt": "2016-11-10T03:09:07.575Z" }, "relationships": { "org": { "data": { "type": "org", "id": "57f29863a1dbf61100e6aa92" }, "links": { "self": "/v1/orgs/57f29863a1dbf61100e6aa92" } }, "customer": { "data": { "type": "customer", "id": "58210c3db0f09110006b7953" }, "links": { "self": "/v1/customers/58210c3db0f09110006b7953" } }, "conversation": { "data": { "type": "conversation", "id": "58210c3db0f09110006b7954" }, "links": { "self": "/v1/conversation/58210c3db0f09110006b7954" } }, "createdBy": { "data": { "type": "user", "id": "58190b991f2932100010d683" }, "links": { "self": "/v1/users/58190b991f2932100010d683" } }, "modifiedBy": { "data": { "type": "user", "id": "58190b991f2932100010d683" }, "links": { "self": "/v1/users/58190b991f2932100010d683" } } } } }

NOTE

Conversation forwards

Lifecycle

Key fields

Which endpoint to use

Path parameters

Request body

Responses