Overview

When you add a CC value to a new Conversation (Note) via the endpoint cases.json you get the response: Error 400 (Parameter: ‘channel_options’; ‘FIELD_INVALID’). When you try changing the channel from NOTE to MAIL you receive a different response: Error 400 (Parameter: ‘channel’; ‘FIELD_INVALID’) and want to know how to add a CC value.

Solution

The NOTE channel does not allow the use of CC and while the MAIL channel does allow the use of CC, it requires the addition of the channel_id, which the NOTE channel does not, as described in the Add a Conversation section of the Kayako Developers Guide.

Add a CC Value to a Conversation (Mail)

1. With Postman, execute the following using the RAW format, replacing the bold data with your information:
   

   {
   "subject":"API Mail- Subject",
   "contents":"API Mail - Content",
   "channel":"MAIL",
   "channel_id":"1",
   "requester_id":"92",
   "channel_options":{"cc":"username@example.com", "html":true}
   }
   

After executing the Conversation as Mail with the channel_id, the message is sent and all CC'd recipients receive a copy.