Conversation status, assignment, priority and tags

Understand automatic reopening on inbound

This guide explains that when a genuinely new inbound message changes a closed conversation back to open. 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

Know when a genuinely new inbound message changes a closed conversation back to open. 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 account, conversation, setting, session or evidence relevant to “Understand automatic reopening on inbound”.
Check the displayed value or behaviour against this guide’s code-backed rules.
Do not change unrelated account, CRM or connector settings while verifying the result.
Verify the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.

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.
Know when a genuinely new inbound message changes a closed conversation back to open.

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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