Troubleshoot missing automation options
Confirm the master switch, service menu and specific branch are enabled and the conversation is verified. 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 → Settings
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
Confirm the master switch, service menu and specific branch are enabled and the conversation is verified. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Follow these steps
- Go to Admin Area → WhatsApp → Settings.
- Select the correct account, conversation, customer, staff member or session before you troubleshoot missing automation options.
- 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
Master automated-response switchMaster automated-response switch
Service-menu and branch togglesService-menu and branch toggles
Ticket department and priorityTicket department and priority
Automation ownerAutomation owner
Administrator recipientsmaximum 20
All configurable messagesmaximum 4,000 characters
Rules the system enforces
- The workflow runs only after a conversation is verified and only in one-to-one chats.
- The master switch disables prompts, menus, automated CRM records and confirmations but leaves the live Inbox and manual actions available.
- A processing-state claim prevents simultaneous duplicate handling.
- Verify the master switch, service menu and specific branch are enabled and the conversation is verified.
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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