Open conversation controls
Follow this guide to open a conversation and review its current status, owner, priority and tags. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.
Where to goAdmin Area → WhatsApp → Inbox → Open conversation
Before you start
- Verify the module is active and select the intended WhatsApp account before changing any operational record.
- Use an account with the stated native CRM capability and per-account access.
- Test with controlled customer/contact data before relying on live verification, email or CRM automation.
What you’ll accomplish
Open a conversation and review its current status, owner, priority and tags. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Follow these steps
- Go to Admin Area → WhatsApp → Inbox → Open conversation.
- Select the correct account, conversation, customer, staff member or session before you open conversation controls.
- Complete the visible fields and confirmation prompts exactly as described below.
- Select the available action once and wait for its success or validation response.
- Check the result in the operational record and, where applicable, in Audit Trail or the linked native CRM record.
Fields and options to review
StatusOpen, Pending, Closed
Assigned staffUnassigned or staff with account View access
PriorityLow, Normal, High, Urgent
Tagscomma-separated, unique, maximum 20; each maximum 40 characters
Rules the system enforces
- Conversation controls are saved only for an account the user can manage.
- A new live inbound message can reopen a closed conversation only when Reopen on inbound is enabled; history import never reopens it.
- Assigned staff choices are restricted to users who can view the account.
- Open a conversation and review its current status, owner, priority and tags.
How to confirm it worked
- The requested action completes without a permission, validation, connector or native CRM error.
- The selected account or conversation shows the expected state without changing another account’s data.
- Where the action creates evidence, confirm the message, native record, verification event, portal history or audit entry is present.
Security, privacy and troubleshooting checks
- Never expose connector tokens, loopback ports, authentication directories or raw customer verification replies.
- Use the supported Connections, Access Control, Settings and Audit Trail pages rather than editing runtime or database records directly.
- If the expected control is missing, verify both native capability and per-account permission before treating it as an installation fault.
Continue with related guidance
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