Hi all,
So right now I’ve set up a chatbot that asks the customer a few questions and if the customer isn’t helped by that, the customer is aksed for their email and problem and then a ticket is created.
So this ticket shows up in the inbox and under tickets.
However, when I respond to the tickets from my inbox, it seems that the response is done in the chat. Now obviously, my customers don’t stick around in the chat. Therefore I want to be able to respond to them from the inbox, but not via the chat but via the email they have given me to create the ticket…
This seems such an obvious functionality but I can’t get it to work. Does anyone know how this works or know a workaround?\
Thanks!
Hello @TDormans , wanted to add some top experts into this conversation @darynsmith, @louischausse what would you recommend to @TDormans matter?
Thank you,
Pam
Hey there
This is not possible but you can open the ticket from the inbox and then send an email from the ticket record.
But if I do that, the newly sent email doesnt get added to the conversation that was created in the chatbot right? I need something that tracks te full process from bot initiation up until closure of the ticket…
But if I do that, the newly sent email doesnt get added to the conversation that was created in the chatbot right? I need something that tracks te full process from bot initiation up until closure of the ticket…
Indeed because it’s in fact two different conversations
The right place to see all conversations is on the timeline of the ticket. This the right place to track full process.
There you will see the conversation with the bot and the email thread