DocumentationBotpress chatbot and 24/7 helpdesk

Botpress chatbot and 24/7 helpdesk

Send transactional email when a Botpress support flow opens a helpdesk incident.

Many support teams use Botpress for customer care outside office hours. When a user completes an incident flow (machine code, location, description), the bot must notify the helpdesk by email reliably — even at 3 a.m.

MailingCore fits as the transactional sending layer: async queue, versioned templates, verified domain, and delivery logs.

Typical flow

What the bot should do

Validate minimum fields (contact email, incident type, description).
Call your backend — never expose the API key in the browser widget; use a server-side Botpress action or a bridge service (e.g. botpress-service) with env vars.
Send via POST /emails/send with metadata to correlate ticket and conversation.
Confirm in chat only after a successful API response.

Send example

curl -X POST "https://api.mailingcore.com/emails/send" \
  -H "Authorization: Bearer mc_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "to": "[email protected]",
    "subject": "[Incident] Code 5859 — Albacenter Mall",
    "htmlBody": "<h2>New chatbot incident</h2><p>Code: 5859</p><p>Location: Albacenter Mall</p><p>Contact: [email protected]</p>",
    "replyTo": "[email protected]",
    "fromEmail": "[email protected]",
    "fromName": "Virtual assistant",
    "tags": ["botpress", "helpdesk", "incident"],
    "metadata": {
      "source": "botpress",
      "conversationId": "conv_abc123",
      "incidentCode": "5859",
      "locale": "en"
    },
    "idempotencyKey": "botpress-conv_abc123-incident"
  }'

Field	Helpdesk use
`metadata.conversationId`	Link to Botpress thread / operator inbox
`metadata.incidentCode`	Machine or internal reference code
`replyTo`	Reply directly to the customer
`idempotencyKey`	Prevent duplicates on user retry
`tags`	Filter in send logs

Optional: publish a template in the dashboard and send with templateVersionId instead of inline htmlBody.

User-facing confirmation

After sending, the bot typically shows a closing message such as:

Your incident has been registered successfully. Our technical team will contact you within 24 business hours.

That text is chat UX only; the helpdesk email carries operational detail. If you run a conversation inbox (Botpress sync + send detection), you can set email_sent_detected when the bot confirms registration.

Operational requirements

Requirement	Detail
API key	Minimum scope `email:send`
Domain	Verify sender (`fromEmail`)
Quota	Each incident counts toward monthly quota — watch `X-Quota-*`
Availability	BullMQ queue accepts requests 24/7; no self-hosted SMTP required

Common errors

401 / 403 — Revoked key or missing scope; see API keys.
429 — Quota exceeded; plans and upgrade.
Duplicates — Missing idempotencyKey per conversation.
Key in client — Move the call server-side; see API key security.

Next steps

Quick start
Send with the SDK — if the bridge is Node.js
Webhooks — notify your CRM on email.sent or email.bounced