API's for retrieving email template from action and generate draft emails
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Navaneeth Kumar S
Currently we are having a requirement to retrieve emails from the templates configured at that particular action and also keep the emails in draft for communications where we have multiple linked cases but the communication needs to go out from a single email
To solve these we are currently using these 2 api's(/operational/EmailConfiguration/EvaluateEmailConfigurationForAction and /operational/PacketCommunication/CreateDraft) and if we are able to make something similar for us or give the same to be used externally and supported that would be great help
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Claudine Richardson
Hi Navaneeth Kumar S,
Thank you for taking the time to share this requirement — it’s really helpful context. We understand you’re currently using /operational/EmailConfiguration/EvaluateEmailConfigurationForAction and /operational/PacketCommunication/CreateDraft to retrieve the action-level email template and generate draft emails (particularly where communications need to be sent from a single email across multiple linked cases).
We’ll review this internally to see what options we have around providing something similar that can be used externally and supported, and we’ll come back to you if we need any further details.
Thanks again for flagging this.