I'm not able to use Chat APIs for messaging. What can I use for messaging tickets?
Regarding messaging, messages in active conversations are not available through API.
- That said, you can get persistent messages from messaging channels in tickets using the Ticket Audits API as ticket audits, rather than messages.
- If omnichannel routing is enabled, use the Omnichannel API, which relates to agent details rather than conversations.
For more information, see this article: Messaging vs. live chat: Which is right for you?