API endpoints info

This document outlines the API endpoints and HTTP requests made during EdgeTier’s polling of Salesforce for different types of communications (emails, chats, and calls). For each communication type, it details the specific API calls made, including authentication, data retrieval, and user information requests.

Base URLs (API version 62.0):

• Token: https://{salesforce_url}/services/oauth2/token
• Query: https://{salesforce_url}/services/data/v62.0/query
• User: https://{salesforce_url}/services/data/v62.0/sobjects/User
• Conversation (Connect): https://{salesforce_url}/services/data/v62.0/connect/conversation

Polling

The polling interval is configurable (e.g. poll_delay_minutes). It’s usually between 30 and 90 seconds, but can be adjusted as needed for API rate limits.

Emails (Case)

Objects: Case, EmailMessage, CaseComment, optionally FeedItem, case history object, and survey objects.

Each poll may make:

• 1 POST https://{salesforce_url}/services/oauth2/token — retrieve access token
• 1 GET https://{salesforce_url}/services/data/v62.0/query — Case objects (updated in the time window)
• 1+ GET .../query — EmailMessage (email threads) for the cases, in batches of 200 cases per query
• 1+ GET .../query — CaseComment for the cases, in batches of 200 cases per query
• Optional (if configured): 1+ GET .../query — case history (e.g. CaseHistory / CaseHistory2, name from case_history_object_name)
• Optional (if retrieve_feed_item): 1+ GET .../query — FeedItem (Type = ‘TextPost’) for the cases, in batches of 200
• 1 GET https://{salesforce_url}/services/data/v62.0/sobjects/User/{id} per distinct Case Owner — agent information (cached, so typically fewer than one per case)