Outbound message triggers for Journeys

Business problem

Currently, Journeys can only be triggered by inbound customer replies, making it impossible to automate ticket closures after sending a specific template if the customer remains silent. This forces agents to manually track and close inactive conversations, as the existing Journey logic requires an initial reply to function.

Wished result

The ability to trigger Journeys based on outbound messages, allowing for automated follow-up actions or ticket closures when a template is sent but no response is received.