Understand conversion audit entries
The audit trail records the staff action and identifiers without needing to duplicate an entire message transcript. 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
The audit trail records the staff action and identifiers without needing to duplicate an entire message transcript. 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 conversion audit entries”.
- 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
Conversion typeTask, Ticket or Lead
Title/subject/nameTitle/subject/name
Description or messageDescription or message
PriorityLow, Medium, High, Urgent
Assigned staffAssigned staff
Task start/due dateTask start/due date
Ticket departmentTicket department
Lead source and statusLead source and status
Rules the system enforces
- Only users with Convert access for the selected account can create CRM records.
- Assigned staff choices are limited to users who can view the account.
- The module uses native CRM models and records conversion history linked to the conversation.
- The audit trail records the staff action and identifiers without needing to duplicate an entire message transcript.
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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