CRM matching and manual Task, Ticket and Lead conversions

WhatsApp Web Messaging

Britixo WhatsApp Enterprise: complete how-to guide

Understand automatic CRM telephone matching

When enabled, normalise the WhatsApp number and check contacts, customers and leads for a usable match.

Enable or disable automatic CRM matching

Change Automatically match contacts by telephone number in Settings.

Understand telephone suffix matching

Know that normalised-number comparison can use the significant trailing digits and may select the first matching contact, customer or lead for general Inbox context.

Understand verified matching versus general matching

Distinguish strict unique active-contact verification from the broader optional Inbox CRM matching helper.

Open the CRM conversion actions

Open a conversation and select Task, Ticket or Lead when Convert access is present.

Create a task from a conversation

Enter the task name, description, priority, authorised assignee, start date and optional due date, then create the native task.

Set task start and due dates

Use the displayed start date, optionally enter a due date and ensure the chosen dates are operationally sensible.

Assign a converted task

Choose an authorised staff member or leave Unassigned/current user as offered by the adapter.

Create a support ticket manually

Enter the ticket subject and details, choose priority, department and authorised assignee, then create the native ticket.

Use the first available support department

Leave Department at Use first available department when no specific destination is required.

Choose a support department

Select an existing CRM support department before creating the ticket.

Create a lead from a conversation

Enter the lead name and description, then choose priority context, assignee, source and status.

Use default lead source and status

Leave either selector at Use default so the adapter chooses the first available configured record.

Choose a lead source and status

Select configured values when the conversation origin and pipeline stage are known.

Understand linked customer/contact context

When a conversation is matched or verified, native records use the available customer/contact relationship where the CRM model supports it.

Understand conversion history

Each successful Task, Ticket or Lead action stores its type, native record ID and conversation association.

Understand conversion audit entries

The audit trail records the staff action and identifiers without needing to duplicate an entire message transcript.

Troubleshoot a missing conversion button

Confirm the current user has Convert access for the selected account and the conversation is loaded.

Troubleshoot an invalid assignee

Choose a staff member who has View access to the selected WhatsApp account.

Verify a converted CRM record

Open the returned native record and confirm its title, details, ownership, priority, linked context and activity history.