Scoutinternal

Handling Non-Actionable, Spam, and Auto-Reply Emails to BitGo Support

Handling Non-Actionable, Spam, and Auto-Reply Emails to BitGo Support

Problem

The BitGo support queue receives a high volume of inbound emails that are not actionable customer support requests. These include spam/marketing emails (e.g., unsolicited vendor outreach), automated replies to outbound BitGo campaigns (e.g., wallet security outreach, monthly minimum billing notifications, monthly statements), repeat withdrawal-request template emails from the same entity, Virtru-encrypted messages that contain no readable content, and miscellaneous forwarded emails with no clear ask. These tickets consume agent time and create noise in the queue, and occasionally a legitimate customer request is embedded within them.

Diagnostics

  • Check the ticket subject line: Repeating patterns such as "Your competitors likely use us. Find out why.", "Const LLC - Withdrawal Request", "Re: BitGo Monthly Minimum Sum", "Wallet Security Outreach 2020 Q4", or "Re: Re: Re: ... Monthly Statements Organisation Level" are strong indicators of non-actionable or bulk/automated messages.
  • Check whether the ticket body is empty or contains only metadata: Many of these tickets have no customer-written problem description — only Salesforce case creation timestamps or Virtru encryption wrappers with no unlockable content.
  • Check for Virtru-encrypted content: If the email body contains Virtru boilerplate (e.g., "raymondschroder@bitgo.com is using Virtru to send and receive encrypted email") and an "Unlock Message" link, the original content may be an internal BitGo communication that was forwarded into the support queue rather than a customer request.
  • Check for duplicate/merged cases: A single inbound email thread may spawn many Salesforce cases that get merged (e.g., Cases merged into a parent case). Verify whether the parent case already has an active agent thread before working duplicates.
  • Check whether the sender is a BitGo customer with an account: If the email is from an unknown external party with no BitGo account, it is likely spam or unsolicited outreach.
  • Check for a buried legitimate request: In rare cases (like Ticket #83624), a real customer query — such as an account freeze or email change request — is embedded within a confusing email chain. Read the full thread before closing.

Resolution

Scenario: mailbox-monitored-emails-reply#spam-marketing-unsolicited

Trigger: The ticket subject matches a known spam/marketing pattern (e.g., "Your competitors likely use us. Find out why.") and the ticket body is empty or contains only automated metadata.

Signals: spam, marketing, unsolicited, "Your competitors likely use us", empty ticket body, no customer query

Steps:

  1. Confirm the ticket body contains no actionable customer request.
  2. Confirm the sender is not a known BitGo customer by checking the email domain against customer records.
  3. Close the ticket with no reply. No customer response is needed.
  4. If the same sender/subject pattern is generating recurring tickets, flag it to the support operations team for potential email filtering rules.

Notes: These tickets appear in bulk — the sample set includes more than a dozen with the identical subject "Your competitors likely use us. Find out why." from different time periods. They are consistently empty with no resolution required.

Scenario: mailbox-monitored-emails-reply#automated-reply-to-outbound-campaign

Trigger: The ticket is a customer reply to an outbound BitGo campaign email (e.g., "Wallet Security Outreach 2020 Q4", "BitGo Monthly Minimum Sum") and the reply body is empty or contains no actionable question.

Signals: Wallet Security Outreach, Monthly Minimum Sum, Monthly Statements, auto-reply, outbound campaign, no query

Steps:

  1. Review the ticket body to confirm there is no embedded customer question or request.
  2. If the reply is empty or is simply an auto-acknowledgment, close the ticket with no response.
  3. If the reply contains a substantive question (e.g., disputing a billing amount or requesting clarification on a security outreach), treat it as a normal support request and route appropriately.

Notes: The "Wallet Security Outreach 2020 Q4" pattern generated at least 20 nearly identical empty tickets in the sample set. The "BitGo Monthly Minimum Sum" and "Monthly Statements Organisation Level" patterns also recur. Some monthly-statement replies may arrive as Virtru-encrypted emails from internal BitGo addresses (e.g., raymondschroder@bitgo.com) — these are not customer requests.

"raymondschroder@bitgo.com is using Virtru to send and receive encrypted email. I've sent you a secure message using Virtru. Please contact me if you have problems opening this, or have any other questions." (ticket #35787)

Scenario: mailbox-monitored-emails-reply#repeat-template-withdrawal-requests

Trigger: The ticket subject matches a repeating template pattern (e.g., "Const LLC - Withdrawal Request") and the ticket body is empty with no actionable content.

Signals: Const LLC, Withdrawal Request, repeat template, empty body, recurring

Steps:

  1. Confirm the ticket body is empty or contains only Salesforce creation metadata.
  2. If the ticket contains no actionable request details (amount, wallet, destination address), close the ticket with no reply.
  3. If the same entity continues to generate tickets with the same empty template, escalate to the support operations team to investigate whether an automated system is sending these emails, and whether an email filter or sender block is appropriate.

Notes: The sample set includes at least 10 tickets with the subject "Const LLC - Withdrawal Request" spanning months, all with empty bodies and no resolution content. These appear to be generated by an automated or templated process rather than manual customer requests.

Scenario: mailbox-monitored-emails-reply#confusing-email-with-embedded-real-request

Trigger: The inbound email appears disorganized (e.g., multiple forwarded messages, merged cases, unclear subject) but contains a legitimate customer request buried in the thread, such as an account freeze, email change, or identity verification issue.

Signals: merged cases, forwarded message, account frozen, email change, unclear query, identity verification, Digital ID

Steps:

  1. Read the full email thread carefully, including all forwarded and merged content.
  2. If a legitimate request is identified, reply to the customer asking for clarification on what they need. Example: "Could you please help us with your query to assist you?"
  3. For account freeze issues: request identity verification information such as the date of BitGo email verification (instruct the customer to search for "Your BitGo Email Verification" in their inbox).
  4. Once the customer provides the required information, review internally and take the appropriate action (e.g., remove the freeze on the account).
  5. If the customer has difficulty providing the requested information or repeatedly states they do not have it, escalate internally for review rather than continuing to re-ask the same question.
  6. For email change requests: ask the customer to clarify exactly what they are requesting (e.g., updating the email address on their BitGo account vs. simply notifying BitGo of a new contact address). Follow up if no response is received.

Notes: Ticket #83624 illustrates a case where the customer became frustrated because the agent repeatedly asked the same verification question after the customer had already answered. The resolution was achieved only after internal review removed the account freeze. Avoid repeatedly posing the same question if the customer has already responded — escalate internally if the provided answer does not match expected formats. For email change requests (Ticket #256118), the customer may only be notifying BitGo of a new contact email rather than requesting an account-level change; clarify intent before taking action.

"We require the following information to unfreeze your account: Date of BitGo email verification (search for 'Your BitGo Email Verification' in inbox)" (ticket #83624)

"We have reviewed the internally and have now removed the freeze on the account. Please try accessing the account now." (ticket #83624)

"What are you requesting here?" (ticket #256118)

Scenario: mailbox-monitored-emails-reply#third-party-employment-verification

Trigger: A third-party verification service (background screening company such as HireRight, Checkr, or InformData; a mortgage lender; or a DOT verifier) submits an employment verification request for a BitGo employee or job applicant to the general support queue.

Signals: employment verification, VOE, HireRight, Checkr, InformData, DOT verification, mortgage lender, background screening, verification of employment, case ID, order number

Steps:

  1. Identify the verification request source (background screening company, mortgage lender, DOT agency) and capture the case/order ID provided by the requester.
  2. Extract the applicant/employee name, date of birth if provided, case ID or order number, the specific information requested, and the company performing verification.
  3. Do not attempt to process or respond with employment data directly from the support queue.
  4. Forward the request to voe@bitgo.com and include all original request details and the case/order ID in the forwarded message.
  5. Reply to the third-party verifier confirming receipt, referencing the case/order ID, and stating that the request has been forwarded to Human Resources for processing. Example: "Thank you for your inquiry. Your employment verification request has been forwarded to our Human Resources department for processing."
  6. Set a follow-up reminder for 2 to 3 business days if no confirmation is received from the internal department.

Notes: Employment verification requests must be processed by BitGo's Human Resources department, not the technical support team. Never confirm or deny employment status directly without authorization from HR. If a DOT verification arrives via fax, confirm receipt has been forwarded to HR and provide the fax confirmation number if applicable. If the requester has no legitimate business relationship with BitGo, politely inform them they may have contacted the wrong organization without confirming or denying any employment information.

"Direct employment verification inquiries to: voe@bitgo.com. Include all original request details and case/order ID in the forwarded message." (ticket #360974)

Related

  • roles-and-permissions — Relevant when an email change request involves updating user access or enterprise membership.
  • creating-configuring-and-archiving-policies — References support@bitgo.com as the contact for policy changes; agents should distinguish policy-unlock requests from non-actionable emails.
  • none identified — No existing KB article directly addresses triage of non-actionable inbound emails.