Conversation status, assignment, priority and tags

Set a conversation to Pending

Follow this guide to choose Pending and save controls when the team is waiting for customer information or a scheduled follow-up. 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.

Audience: Inbox supervisors and authorised staffPermission: Per-account ManageModule v1.0.0 · 2026.07.30-r20.5

Jump to steps

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

Choose Pending and save controls when the team is waiting for customer information or a scheduled follow-up. 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.
Find the control used to set a conversation to pending.
Select or enter only the supported value described below.
Select the page’s Save, Save settings, Save access control or Save controls action.
Reload or open the affected Inbox/account and verify the new behaviour.

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.
Choose Pending and save controls when the team is waiting for customer information or a scheduled follow-up.

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.

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