Question
When is the ticket for the conversation created in Zendesk?
Answer
Tickets are created only after the user replies to a proactive message sent via the API. If a bot is active on the WhatsApp channel, the first reply may not create a ticket.
In this case, the bot responds first. A ticket is created only when the conversation reaches the transfer to agent step.
For more information, see this article: How to send a notification.
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