Document API email-reply bot-comment behavior on replyConversation#551
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markdennis22 wants to merge 1 commit into
Open
Document API email-reply bot-comment behavior on replyConversation#551markdennis22 wants to merge 1 commit into
markdennis22 wants to merge 1 commit into
Conversation
Replies posted via POST /conversations/{id}/reply to a conversation that
originated from an inbound customer email are recorded as unnotifiable bot
comments by default — no outbound email is sent and no `seen` receipt is
generated unless the workspace has email-reply-via-API enabled. This was
not obvious from the previous one-line operation description and has been
causing confusion for customers.
Adds a warning admonition to the replyConversation description in both the
v2.15 and Preview specs.
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Why?
https://app.intercom.com/a/inbox/tx2p130c/inbox/team/5826718/conversation/215474495894253?view=List
Customers using
POST /conversations/{conversation_id}/replyto reply to a conversation that originated from an inbound customer email expect the reply to send an outbound email and to eventually produce aseenreceipt. That's not what happens: by default the reply is recorded as an unnotifiable bot comment — no email goes out, and noseenreceipt is ever generated. Outbound email replies from bots or Operator via the API are gated by a workspace setting.The previous one-line operation description didn't capture any of this, which has been causing confusion in customer reports.
How?
Extended the
replyConversationoperation description in both the v2.15 and Preview specs with a warning admonition that calls out the default behavior, the absence of aseenreceipt, and how to enable outbound email replies.Generated with Claude Code