Ticket Module Functionality

If the automatic ticket creation function is enabled, when a customer sends a message through WASB:

1. If the number is not already in the records, a new lead is created.
   
2. The conversation is associated with the contact record.
   
3. A ticket related to the conversation is opened.

Conversations follow the same logic as tickets from the Customer Portal:

• The first message is saved in the Description field.
  
• Subsequent messages are recorded in the Comments.
  
• Statuses follow the Waiting for response / Customer responded logic.

If a conversation exceeds 24 hours, the response must be sent using a Meta-approved template.