Get Email Headers action

AI-generated summary

Genesys Cloud's Get Email Headers action enables administrators to extract email headers into JSON variables within inbound and in-queue email flows, facilitating context-based email processing through dynamic routing decisions and providing agents with relevant metadata such as priority or importance during interaction handling. The action retrieves MIME Message-ID and other header fields, processing only headers from the first email in threaded conversations. Configuration of the Get Email Headers action requires specifying an action name, Email Header Names (supporting up to five custom header names via literal strings or expressions like MakeList, or retrieving all headers), and Email Headers Result (a JSON variable for storing retrieved headers). The action evaluates failure path scenarios before attempting header retrieval and returns failure outputs through errorType and errorMessage variables that flow authors can map for error handling purposes. The action supports multiple error handling pathways through specific errorType values that trigger distinct failure conditions. ActionInvocationLimitExceeded occurs when the action has been successfully executed five times within a flow, causing subsequent invocations to fail. GeneralError handles unexpected issues during email header retrieval. NoEmailHeadersExist triggers when no email headers are available for processing. EmailHeaderNamesCollectionItemLimitExceeded activates when the Email Header Names input field contains more than five items as a string expression, exceeding the system's collection limit. These error types enable flows to implement appropriate failure path logic based on specific operational constraints and conditions encountered during email header retrieval operations.

Use the Get Email Headers action in inbound and in-queue email flows to get the email headers in a variable of the JSON data type.

This action makes the MIME Message-ID and other email header fields accessible, allowing you to build flows that process emails based on context. For example, by adding email header fields to participant data, you can attach contextual metadata to email interactions, enabling dynamic routing decisions and providing agents with relevant header information (such as priority or importance) for improved context during interaction handling.

Notes:

To retrieve a specific set of email headers, configure the Get Email Headers action with an optional input of up to five header names.
The Get Email Headers action retrieves only the headers from the first email in a threaded conversation.

Field	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Email Header Names	Specify the email headers to retrieve. To return all email headers, select All Email Headers, or select literal and leave the string collection empty. You can also use the expression `MakeEmptyList(ToString(NOT_SET))`. To add a custom string collection of up to five header name strings for the Get Email Headers action to get, select literal and click String. You can also use an expression. For example, to add a string collection that contains the strings “Message-ID”, “Subject”, “Authentication-Results”, “Content-Language”, and “Return-Path” for email header names, use the expression `MakeList("Message-ID", "Subject", "Authentication-Results", "Content-Language", "Return-Path")`.
Email Headers Result	Type a distinctive name for the variable of the JSON data type that the action uses to return the email headers in.
Failure Outputs	These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Get Email Headers action takes the failure path. errorType: A nonempty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string may be empty or NOT_SET. Note: Hover over the information icon next to errorType to display the list of allowable errorType values. Genesys Cloud checks failure path scenarios and if none of them are met, Genesys Cloud retrieves the email headers. You can use the following errorType values: ActionInvocationLimitExceeded: If a flow has successfully run the Get Email Headers action five times, any subsequent invocations of the action take the failure path. GeneralError: If there is a general error when retrieving the email headers, the Get Email Headers action takes the failure path. NoEmailHeadersExist: If no email headers exist, the Get Email Headers action takes the failure path. EmailHeaderNamesCollectionItemLimitExceeded: If the input string collection in the Email Header Names field contains more than five items (as a string expression), the Get Email Headers action takes the failure path.

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Get Email Headers action

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