Understand conversation CRM linkage

Successful verification stores the contact and customer IDs on the conversation and verification session. 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.

What you’ll accomplish

Successful verification stores the contact and customer IDs on the conversation and verification session. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

1. Go to Admin Area → WhatsApp → Settings.
2. Find the account, conversation, setting, session or evidence relevant to “Understand conversation CRM linkage”.
3. Check the displayed value or behaviour against this guide’s code-backed rules.
4. Do not change unrelated account, CRM or connector settings while verifying the result.
5. Verify the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.

Fields and options to review

Rules the system enforces

• Verification runs only for one-to-one conversations, not groups or broadcast/status content.
• A registered-mobile match must resolve to exactly one active contact; ambiguous or unknown numbers fall back to exact registered email.
• Raw submitted email is not copied into audit context; a one-way hash is recorded.
• Successful verification stores the contact and customer IDs on the conversation and verification session.

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