Understand the two-layer permission model

Distinguish native module capabilities from the View, Reply, Convert and Manage matrix that is assigned separately for every WhatsApp account. 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

Distinguish native module capabilities from the View, Reply, Convert and Manage matrix that is assigned separately for every WhatsApp account. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

1. Go to Admin Area → WhatsApp → Access Control.
2. Find the account, conversation, setting, session or evidence relevant to “Understand the two-layer permission model”.
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

• Reply, Convert or Manage implies View when the matrix is saved.
• Administrators can configure accounts and access, but must still be selected in the matrix to use an Inbox.
• Standard Replies also requires the native Manage standard replies capability unless the user is an administrator.
• Distinguish native module capabilities from the View, Reply, Convert and Manage matrix that is assigned separately for every WhatsApp account.

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