Understand continuation after completion

After a successful ticket, callback or hand-off, the personalised welcome and enabled menu are sent again and the next choice can be accepted immediately. 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

After a successful ticket, callback or hand-off, the personalised welcome and enabled menu are sent again and the next choice can be accepted immediately. 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 continuation after completion”.
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

• 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.
• After a successful ticket, callback or hand-off, the personalised welcome and enabled menu are sent again and the next choice can be accepted immediately.

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