Scoutinternal

Handling Event, Sponsorship, and Attendee List Inquiries Sent to BitGo Support

Handling Event, Sponsorship, and Attendee List Inquiries Sent to BitGo Support

Problem

External parties frequently send unsolicited emails to support@bitgo.com regarding blockchain/crypto industry events, conference sponsorship opportunities, attendee list sales, and requests to attend BitGo-hosted events. These messages are not technical support requests and do not relate to BitGo product functionality. The support team does not manage event logistics, sponsorship decisions, or attendee registrations, and these tickets need to be triaged and routed or closed appropriately.

Diagnostics

  • Review the inbound email content: Determine whether the message is a request to attend a BitGo-hosted event, a third-party sponsorship/speaking pitch, an unsolicited attendee list sales offer, or general marketing spam.
  • Check whether the sender is an existing BitGo customer: Search the sender's email domain in the admin tool to see if they have an active BitGo enterprise or wallet. This helps distinguish a legitimate customer requesting event access from pure cold outreach.
  • Categorize the request type:
    • Request to attend a BitGo-hosted event (e.g., "Traders Night HK Edition," a BitGo dinner or meetup): The sender is asking for an invitation or registration to a specific BitGo event.
    • Third-party event pitch or sponsorship solicitation: An external organizer is inviting BitGo to sponsor, exhibit, or attend their conference.
    • Attendee list sales offer: A vendor is offering to sell conference attendee contact lists.
    • Pure spam / unrelated marketing: Emails about unrelated consumer events, products, or promotions (e.g., party invitations, product ads).
  • Check Slack for internal context: If the request involves a BitGo-hosted event, check internal Slack channels (e.g., marketing or events channels) to identify the appropriate internal contact.

Resolution

Scenario: list-attendees-attendee-event#bitgo-hosted-event-attendance

Trigger: The sender is requesting an invitation or registration for a specific BitGo-hosted or BitGo-sponsored event (e.g., "Traders Night HK Edition," a BitGo dinner at a conference).

Signals: attend BitGo event, invitation, Traders Night, Consensus, BitGo dinner, meet with BitGo, BitGo-hosted

Steps:

  1. Acknowledge the customer's request and confirm a support case has been created.
  2. Inform the sender that the support team does not have details about BitGo events and that you will check internally for the right contact.
  3. Post in the relevant internal Slack channel (e.g., marketing or events channel) to identify the appropriate sales engineer or marketing contact for the event.
  4. Once the internal contact is identified, inform the sender that a colleague (e.g., a sales engineer) will reach out to them via a separate email.
  5. Mark the support case as resolved, noting that no further action is pending from the support team.

Notes: Do not attempt to provide event registration details, attendee lists, or venue information directly. The support team is not the owner of event logistics. Always route to the internal events or marketing team.

"Support team will not have details about these events. We will check internally on who would be the right contact person for you to connect with and will let you know." (ticket #321168)

"One of our sales engineers will reach out to you in a separate email. As there is no action pending from the support on this request, I shall mark this case as resolved." (ticket #321168)

Scenario: list-attendees-attendee-event#third-party-sponsorship-pitch

Trigger: An external event organizer is inviting BitGo to sponsor, exhibit at, speak at, or partner on their conference or event.

Signals: sponsorship, exhibitor, speaker invitation, partnership, blockchain conference, summit, collaborate, sponsor opportunity, participation

Steps:

  1. Recognize that the email is a third-party solicitation, not a customer support request.
  2. If the event appears potentially relevant to BitGo (major industry conference, legitimate organizer), post a brief summary in the internal Slack marketing or events channel for awareness, linking the ticket.
  3. If no internal team expresses interest or the solicitation is clearly unsolicited cold outreach, close the ticket with no customer reply needed.
  4. Do not commit BitGo to any sponsorship, attendance, or partnership on behalf of the company.

Notes: Most of these are bulk marketing emails sent to support@bitgo.com. Use judgment: if the organizer is clearly a known industry event (e.g., Future Blockchain Summit Dubai, Consensus, EthCC), it may warrant an internal ping. Otherwise, close as spam.

"Pinged HB for review: https://bitgo.slack.com/archives/D05CNDKSXRV/p1688531441601159" (ticket #39332)

Scenario: list-attendees-attendee-event#attendee-list-sales

Trigger: A vendor is offering to sell or provide conference or event attendee contact lists to BitGo.

Signals: attendee list, acquiring attendee list, participants list, attendee list consultant, discount cost, data list

Steps:

  1. Identify the email as an unsolicited commercial offer to sell attendee data.
  2. Close the ticket immediately. No reply to the sender is necessary.
  3. Tag or categorize the ticket as marketing/spam for reporting purposes.

Notes: These are commercial data-brokering offers and should not be forwarded internally. They are not legitimate support requests.

"Will proceed to close this case. Marketing ads" (ticket #25505)

Scenario: list-attendees-attendee-event#unrelated-spam

Trigger: The email is completely unrelated to BitGo products or the crypto/blockchain industry (e.g., party invitations, consumer product ads, career expos, sports events).

Signals: spam, party, brunch, day party, career expo, unrelated marketing, browse events, consumer product

Steps:

  1. Confirm the email has no connection to BitGo services or a customer account.
  2. Close the ticket immediately with no reply.
  3. Tag or categorize as spam for reporting and filtering purposes.

Notes: Examples from past tickets include consumer event aggregator emails, party invitations, and product advertisements (e.g., hair styling tools). These require no action beyond closure.

Related

  • none identified