With Messaging, you may simply delete the Transfer to Agent step if you do not want your users to be connected to a live agent. However, this is not recommended as your customers will be in limbo and no tickets will be created. Transferring to an agent is an end step, which means it is the last step in the conversation, and you cannot add any more steps after it. As part of this step – unseen by the customer – a ticket is created, which includes their conversation history to help the agent address the issue.
If your end goal is to create tickets and disable Live Chat, activating the Answer Bot in the web widget classic would be the best solution.
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