Send Internal Marketing Email FROM ChatBot User?

[Crystal_Hopper]

I'm fairly certain the answer to this is NO. 🙂 But I'm asking in case someone can provide a workaround. 

I want to build a Support ChatBot that helps our users send an email to our Support Ticket system. I know I can do all of that; there's no problem there. My question is when that email is sent to the tickting system, I want the FROM address to be the user's email address they provided in the chat bot, not one of my emails that I choose for the automated email.

Is there any way to make the From Name and Email address in an Automated Email variables that use the chatter's info?

Thank you!!

[Ben_M]

I don't think that would be possible because you don't have authentication from/as the sender's email server so your ESP may consider the email to be fraudulent or spam. Could you set the reply-to address instead?

Also thinking along those lines, are the support reps trained to just answer emails or should they be answering within the ticket platform? In most instances I've worked in submitting an email into the ticket platform would create a ticket and then the support rep would answer from within the platform and not via email.

[Crystal_Hopper]

Thanks for the confirmation. 

The ticketing system sends a confirmation email back to the submitting email address. As that should be the user and not me, I was hoping to trick it into sending the email back to the user after they are done chatting.

[Ben_M · Accepted solution]

Is the service system and Hubspot integrated? If so, is there a possibility to fake the email in Hubspot? So for this if a user submits via the chat, the chat sends an email to the ticketing system. That return email will bounce, but you could look for a way to capture the ticket id or sync it. Then you could create a template email in hubspot that has a link to the ticket system with a variable from a property (ie: most recent ticket opened). To the user it will seem like they get an automated response with a clickable link or ticket id for reference.

[Crystal_Hopper]

No, unfortunately they are not integrated. However...

Since I would be getting the confirmation response, and the response would include the user's email address, could I find a way to pass the response on? 

Thank you for the idea!