How can I set the email FROM address to the user's email in Zapier when sending Typeform responses to Gladly?

Hi @nilsdecker 

One option might be to set the From NAME (as the user email address) instead of the From Email (as the user email.)

Better approach would be to send data directly to Gladly via a Zap that uses the Gladly API.

Gladly API: https://developer.gladly.com/rest/#section/Introducing-the-Gladly-API

e.g. Create Task

Resources for using app APIs in Zaps:

Hi @nilsdecker 👋

Just came across this and wanted to see how you’re getting on. Did either of the two approaches Troy suggested do the trick? If so, would love to know which one worked best for you.

If not and you’re stuck at all just let us know, happy to assist further! 

I am also trying to do this. I would like to set the FROM address to a value added by the customer in a typeform field. The reason I need to do this is because the form data is sent to a customer support inbox and they want to simply click the “Reply to” and respond to each request. If they create a separate email in this case they also would need to setup a separate ticket, which is not a very viable solution in this case.

Hi there, @Krister! 👋 

Thanks for reaching out here. Hmm, in your case I think the second option Troy suggested would be best approach. With Email by Zapier it’ll be sending from a custom zapiermail.com email address, it doesn’t have an option for allowing you to send directly from the customer’s email address. You’d need to use a Webhooks by Zapier action and create the email as a conversation item via Gladly’s API.

It’s a bit more advanced but I’d be happy to lend a hand if you run into any trouble in setting that up - just let us know! 🙂

Thank you so much for the reply.

So, this would mean that I should create a conversation item with an activityType set to EMAIL, which in turn would make it possible for customer service to respond directly from conversion to the customers email address?

They really would like to have a reply-to set to the customers email adress, since they otherwise would need to create a separate task for this out of the email request.

You’re very welcome @Krister! 

So, this would mean that I should create a conversation item with an activityType set to EMAIL, which in turn would make it possible for customer service to respond directly from conversion to the customers email address?

They really would like to have a reply-to set to the customers email adress, since they otherwise would need to create a separate task for this out of the email request.

I just checked the Create item endpoint documentation again and I’m not seeing any “reply-to” field available for you to set there. But if it’s created as if it’s been added by the customer, then when the support agents reply to it in theory it should go to the customer. That said, I also just spotted that it says “Any items created using this API will not be considered part of a conversation” which is a little odd given that it should be adding an item that’s part of a conversation. 🤔 

So I’d recommend testing it out with a fake customer (that has an email address that you own/have access to) to see how it would appear in Gladly for the support agents and check whether the reply does go direct to the customer.

Please do keep us updated on how you get on with this, keen to ensure this gets sorted!