Ticket Module Functionality

If the automatic ticket creation function is enabled, when a customer sends a message through WASB:
If the number is not already in the records, a new lead is created.
The conversation is associated with the contact record.
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.