Message Delivery Failed Interaction

Notifies Salesforce when an inbound message interaction request fails.

Whenever an inbound message interaction request fails, the response payload returns a “success” : “false” value. If the event is a Message or FileAttachment interaction, the response payload also includes an error code and message. If the event is a TypingStartedIndicator or TypingStoppedIndicator interaction, the response payload includes an ID.

This API doesn’t process the failures. Instead, Salesforce tracks the failures, which you can ignore or use to send your own delivery failed notifications.

This API applies to the following products:

Bring Your Own Channel for Contact Center as a Service
Bring Your Own Channel for Messaging

This API is available in version 61.0 and later.

URI

v1/interactions

HTTP Method

POST

Headers

Authorization (User-Level Authentication)

Format: Bearer <Salesforce Access Token>
String. Standard header. Used to authenticate the user, where <Salesforce Access Token> is the Salesforce access token used as the bearer token to make requests to the Interaction Service APIs. Required.

Content-Type

Format: multipart/form-data
String. Standard header. Format of the request payload. Required for any request that includes a body.

OrgId

Format: <Salesforce Org ID>
String. Custom header. The Salesforce org. <Salesforce Org ID> is the 15-character Org ID of the Salesforce org. Required.

RequestId

Format: <UUID>
String. Custom header. Universally Unique Identifier (<UUID>) that references and tracks this request. Required.

AuthorizationContext

Format: <AuthorizationContext>
String. Custom header. Additional information for the request authorization used to authenticate and validate requests against the connected app scopes.

For Bring Your Own Channel for CCaaS, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.
For Bring Your Own Channel for Messaging, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.

Sample Header

-H $'Authorization: Bearer 00DSG000009SWby!...LN8XxeRIxGe' \
-H "content-type: multipart/form-data" \
-H "OrgId: 00DSG000009SWby" \
-H "AuthorizationContext: Partner1_ChannelDefinition1" \
-H "RequestId: a1b23c45-c06a-4784-c96c-cb95d3321bda" \

Parameters

Property Name	Type	Description	Required
to	string	The channel address identifier. This is the globally unique ID for the conversation channel (`MessagingChannel.ChannelAddressIdentifier`).	Yes
from	string	The end user client identifier. This value comes from the partner system and can be up to 240 characters long.	Yes
interactions	array	A list of interactions that are initiated by a messaging or voice rep or end user.	Yes
interactions.timestamp	boolean	The date and time when the interaction was received by the Salesforce server.	Yes
interactions.interactionType	string	The type of interaction. Possible values include: <br>- EntryInteraction to represent the type of interaction, such as an inbound message, a message sent failure, or a typing start or stop indicator. <br>- AttachmentInteraction to represent a file attachment that comes within the inbound messaging request.	Yes
interactions.payload	array	The interaction payload.	Yes
interactions.payload.id	string	The unique ID for the interaction.	Yes
interaction.payload.entryType	string	The conversation entry type. Set this value to MessageDeliveryFailed.	Yes
interaction.payload.failedConversationEntryIdentifier	string	The unique ID for the conversation entry that’s associated with the failed delivery.	Yes
interaction.payload.recipient	object	A description of the recipient in the conversation. The `subject` represents the end user client identifier. The `role` represents the participant type and must be set to EndUser. The `appType` represents the type of app used by the conversation and must be set to custom.	Yes
interaction.payload.errorCode	string	The Salesforce error code for the pre-defined error message that appears in the UI if the inbound message fails. If a custom error message (`errorMessage`) is specified, this error code is ignored.	Yes
interaction.payload.errorMessage	string	The custom error message that appears in the UI if the inbound message fails. If a custom error message is specified, the Salesforce error code (`errorCode`) is ignored.	No

Example

Request

{
  "to": "a12bc345-1303-44c2-866c-f30d546b58de",
  "from": "end-user-0001",
  "interactions": [{
    "timestamp": 2542004100250,
    "interactionType": "EntryInteraction",
    "payload": {
      "id": "8432240c-81c7-492c-baf4-2e4cf0995610",
      "entryType": "MessageDeliveryFailed",
      "failedConversationEntryIdentifier": "8432240c-81c7-492c-baf4-2e4cf0995610",
      "recipient": {
          "subject": "end-user-0001",
          "role": "EndUser",
          "appType": "custom"
      },
      "errorCode": "10001"
    }
  }]
}

{
  "to": "z12bc345-1303-44c2-866c-f30d546b58da",
  "from": "end-user-0001",
  "interactions": [{
    "timestamp": 2542004100500,
    "interactionType": "EntryInteraction",
    "payload": {
      "id": "6752240c-81c7-492c-baf4-2e4cf0995659",
      "entryType": "MessageDeliveryFailed",
      "failedConversationEntryIdentifier": "6752240c-81c7-492c-baf4-2e4cf0995659",
      "recipient": {
          "subject": "end-user-0001",
          "role": "EndUser",
          "appType": "custom"
      },
      "errorCode": "10001",
      "errorMessage": "Something went wrong on our side. Contact the IT department for help."
    }
  }]
}