Tickets & Conversations

TDormans
Member

Responding to Chatbot-created ticket via e-mail.

SOLVE

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!

0 Upvotes
1 Accepted solution
louischausse
Solution
Key Advisor | Platinum Partner
Key Advisor | Platinum Partner

Responding to Chatbot-created ticket via e-mail.

SOLVE
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
Louis Chaussé from Auxilio HubSpot Solutions Partner Signature
Louis Chaussé from Auxilio HubSpot Solutions Partner Meeting link

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5 Replies 5
TDormans
Member

Responding to Chatbot-created ticket via e-mail.

SOLVE

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...

0 Upvotes
louischausse
Solution
Key Advisor | Platinum Partner
Key Advisor | Platinum Partner

Responding to Chatbot-created ticket via e-mail.

SOLVE
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
Louis Chaussé from Auxilio HubSpot Solutions Partner Signature
Louis Chaussé from Auxilio HubSpot Solutions Partner Meeting link
louischausse
Key Advisor | Platinum Partner
Key Advisor | Platinum Partner

Responding to Chatbot-created ticket via e-mail.

SOLVE
Hey there

This is not possible but you can open the ticket from the inbox and then send an email from the ticket record.
Louis Chaussé from Auxilio HubSpot Solutions Partner Signature
Louis Chaussé from Auxilio HubSpot Solutions Partner Meeting link
TDormans
Member

Responding to Chatbot-created ticket via e-mail.

SOLVE

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...

0 Upvotes
PamCotton
Community Manager
Community Manager

Responding to Chatbot-created ticket via e-mail.

SOLVE

Hello @TDormans , wanted to add some top experts into this conversation @darynsmith@louischausse what would you recommend to @TDormans matter?

 

Thank you,

 

Pam

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0 Upvotes