How to build chatbot with third part provider

Hi all,

I’m trying to develop an integration working on all channels supported by Freshdesk that intercept incoming messages and allow me to reply.
The idea is to redirect conversations to my server so I can use any chatbot provider I like.

I created a flow where I create an automation rule for ticket creation and another for ticket replies that send messages to my server and from there I can interact as I like.

I’m trying to do the same on conversations from the widget but without success. I believed that other channels’ messages were converted real-time in tickets, but apparently, I’m wrong.

Thanks in advance for any help I’ll receive.