Jade Kupa

This is great, I am having difficulty however with the Conversations. Currently, they are flowing through to the Open ticket trays, and can not be replied to in there, I have admin access and we do not use the conversations like a Live Chat, we want it to come through as a ticket to answer. 

Can Messaging with flow builder web widget only be used if you transfer to a live agent? Not a normal ticket with a High SLA that will be answered in priority if the articles can not be solved?