When is a ticket created with the SunCo API?

Question

When is the ticket for the conversation created in Zendesk?

Answer

Tickets are created after the user replies to a proactive message sent through the Sunshine Conversations 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 when the conversation reaches the transfer to agent step.

For more information, see How to send a notification.