Answer a borrower email

The email gateway’s normalizer delivers a provider-neutral event under its signature — never raw provider payloads, never caller-chosen storage references:

curl -X POST "$BASE/v1/servicing/channel-events/AWS_SES" \
  -H "X-LendEasy-Gateway-Signature: $GATEWAY_SIGNATURE" \
  -H "Content-Type: application/json" \
  -d '{
    "schemaVersion": "1",
    "gatewayEventRef": "evt-ses-91h44a",
    "gatewayCode": "AWS_SES",
    "eventType": "EMAIL_RECEIVED",
    "occurredAt": "2027-05-02T16:42:11Z",
    "envelope": { "mailFrom": "maya@example.test", "recipients": ["support@demo-lender.test"] },
    "contentRef": { "type": "AWS_SES_S3_OBJECT", "locator": "opaque-signed-locator", "sizeBytes": 48231, "sha256": "base64url-digest" }
  }'

{ "gatewayEventRef": "evt-ses-91h44a", "status": "ACCEPTED", "deduplicated": false }

The original message is preserved unmodified as evidence. Sender and thread resolution is deterministic — an unknown sender lands in review intake rather than being guessed onto an account — and a replayed event deduplicates on its gateway identity.

curl "$BASE/v1/servicing/interactions?caseId=1001&channel=EMAIL" \
  -H "Authorization: Bearer $TOKEN" \
  -H "LendEasy-Tenant: demo-lender"

{
  "items": [
    {
      "interactionId": 3002,
      "channel": "EMAIL",
      "direction": "INBOUND",
      "caseId": 1001,
      "threadRef": "thr-hbr-support-12",
      "classification": { "signal": "HARDSHIP", "confidence": "HIGH" },
      "extracted": { "requestType": "PAYMENT_EXTENSION", "reason": "MEDICAL" },
      "createdTaskId": 2004,
      "occurredAt": "2027-05-02T16:42:11Z"
    }
  ]
}

Arya resolved Maya to her existing collections case, classified the intent as a hardship signal, extracted the request, and scheduled task 2004 with a due date — the workflow’s next step exists before anyone opens an inbox. Her classification is attributable AI output under normal review; an attachment would have gone to Docgest.

The assigned specialist approves the drafted reply — acknowledgment, the assistance options Maya can actually use, no improvised terms — and queues it into the same thread Maya started:

curl -X POST "$BASE/v1/servicing/email-threads/12/reply" \
  -H "Authorization: Bearer $TOKEN" \
  -H "LendEasy-Tenant: demo-lender" \
  -H "Idempotency-Key: reply-3002-2027-05-02" \
  -H "Content-Type: application/json" \
  -d '{
    "caseId": 1001,
    "reasonCode": "SERVICING_RESPONSE",
    "subject": "Re: A few extra days on this month'"'"'s payment",
    "body": "Thanks for letting us know, Maya. Here are the assistance options available on your loan..."
  }'

{ "status": "QUEUED" }

The reply operation resolves consent, quiet hours, and restrictions itself, at send time, against the loan the message is about — a blocked reply comes back with its decision and reasons, never silently dropped. Delivery reconciles through the durable outbox to a terminal delivered-or-failed state in the same RFC thread Maya started.