CRM matching and manual Task, Ticket and Lead conversions
Link WhatsApp conversations to CRM records automatically where allowed and create native tasks, support tickets or leads from the Inbox.
Guides in this workflow
Select the exact setup, Inbox, verification, automation, portal, audit or troubleshooting action you need.
Understand automatic CRM telephone matching
When enabled, normalise the WhatsApp number and check contacts, customers and leads for a usable match.
Enable or disable automatic CRM matching
Change Automatically match contacts by telephone number in Settings.
Understand telephone suffix matching
Know that normalised-number comparison can use the significant trailing digits and may select the first matching contact, customer or lead for general Inbox context.
Understand verified matching versus general matching
Distinguish strict unique active-contact verification from the broader optional Inbox CRM matching helper.
Open the CRM conversion actions
Open a conversation and select Task, Ticket or Lead when Convert access is present.
Create a task from a conversation
Enter the task name, description, priority, authorised assignee, start date and optional due date, then create the native task.
Set task start and due dates
Use the displayed start date, optionally enter a due date and ensure the chosen dates are operationally sensible.
Assign a converted task
Choose an authorised staff member or leave Unassigned/current user as offered by the adapter.
Create a support ticket manually
Enter the ticket subject and details, choose priority, department and authorised assignee, then create the native ticket.
Use the first available support department
Leave Department at Use first available department when no specific destination is required.
Choose a support department
Select an existing CRM support department before creating the ticket.
Create a lead from a conversation
Enter the lead name and description, then choose priority context, assignee, source and status.
Use default lead source and status
Leave either selector at Use default so the adapter chooses the first available configured record.
Choose a lead source and status
Select configured values when the conversation origin and pipeline stage are known.
Understand linked customer/contact context
When a conversation is matched or verified, native records use the available customer/contact relationship where the CRM model supports it.
Understand conversion history
Each successful Task, Ticket or Lead action stores its type, native record ID and conversation association.
Understand conversion audit entries
The audit trail records the staff action and identifiers without needing to duplicate an entire message transcript.
Troubleshoot a missing conversion button
Confirm the current user has Convert access for the selected account and the conversation is loaded.
Troubleshoot an invalid assignee
Choose a staff member who has View access to the selected WhatsApp account.
Verify a converted CRM record
Open the returned native record and confirm its title, details, ownership, priority, linked context and activity history.