Filter open conversations
Follow this guide to choose Open to focus on conversations actively awaiting or receiving service. 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
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 Open to focus on conversations actively awaiting or receiving service. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Follow these steps
- Go to Admin Area → WhatsApp → Inbox.
- Select the correct account, conversation, customer, staff member or session before you filter open conversations.
- 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
Account selectorAccount selector
Conversation searchConversation search
StatusAll, Open, Pending, Closed
Unread onlyUnread only
Synchronise nowSynchronise now
Rules the system enforces
- The browser retains the last accessible selected account in staff-scoped storage and in the Inbox URL.
- Late responses from a previously selected account cannot overwrite the current account view.
- Bootstrap returns a bounded conversation set and the model enforces an upper limit.
- Choose Open to focus on conversations actively awaiting or receiving service.
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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