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?\
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...