Reply to Email from FB DM ticket

I have integrated Facebook in my helpdesk and tickets are getting generated for both comments and DMs. After DM ticket is created, I add the requester’s email address in the contact which is auto-created in the system.

How do I reply to the DM ticket to the email, not as a chat.

Good day!

can you please explain a bit clear on this :point_up:

Do you want to add the email when clicking the reply button?
Do you want to send the reply via API?


Thanks for responding back.
Let me clear this. So I have added email address of the requester who is reaching to me via FB DM. Now when I reply to the ticket, it should go to the email address, not on the DM.
Your point number 1 is close to what I want to achieve.


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