Today, the Web Widget only allows the ticket to be initiated by the end user himself - he must open the chat and send the first message. The idea is to allow tickets to be proactively opened by the Web Widget (e.g., triggered via API, business rule, or operator action), appearing to the user in the widget even without having initiated the conversation. Use cases: order status notifications, alerts, follow-ups, campaigns, or any interaction that the operator wishes to initiate with the user logged in to the site/app.