+1Whe teammates reply to users, these options can be configured to decide which email address to use when replying:
However, for Fin these options do not exist. Fin always replies from a default email address.
It would be nice to also be able to set the same settings for Fin replies.
This will prevent users from replying to the wrong email address when replying to Fin’s automatic replies.
+1Additional information from the 1LS team :
Description: Currently, Fin replies to customers using a default email address, rather than the email address associated with the original ticket. Unlike human teammates, Fin does not have the option to select the correct “From” address when sending a response.
When Fin responds with a different email address than the one the customer originally used:
- It creates confusion for the customer.
- Clients begin replying to the default help email address (help@be.banqup.com) instead of the correct team email. This causes tickets to be created in the wrong queue or assigned to the wrong team.
Impact:
1. The tickets where the customers send directly an email to help@be.banqup.com remain with the wrong team for a long period before being reassigned.
2. By the time they reach the correct team, the response to the customer is delayed, leading to dissatisfaction.
3. Additionally, when customers reply to the default help email address, the full email chain is not visible in our Gmail mailbox, which makes it harder to track context and provide accurate support.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
