Read inbound and outbound directions
Follow this guide to use message direction and sender attribution to distinguish customer messages, staff replies and automated system messages. 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
Use message direction and sender attribution to distinguish customer messages, staff replies and automated system messages. 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 “Read inbound and outbound directions”.
- 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
Reply textmaximum 10,000 characters
Attachmentoptional when text is present
Maximum attachment sizeadministrator setting, 1–32 MB
Message direction and WhatsApp message IDMessage direction and WhatsApp message ID
Rules the system enforces
- A send request requires reply permission and either non-empty text or one accepted attachment.
- The server validates MIME type using file content and stores a randomised filename in the protected upload area.
- Opening an unread conversation asks the linked device to send a real read acknowledgement before clearing CRM unread state.
- Use message direction and sender attribution to distinguish customer messages, staff replies and automated system messages.
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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