Verified-customer service menu, tickets, callbacks and team hand-off
Configure and operate the guided post-verification workflow, native CRM actions, duplicate protection and customer/administrator email confirmations.
Guides in this workflow
Select the exact setup, Inbox, verification, automation, portal, audit or troubleshooting action you need.
Enable verified-customer automation
Turn on Enable automated responses and save the Settings page.
Disable all automated responses
Turn off the master switch; verification prompts, menus, CRM actions and confirmations stop while manual Inbox work continues.
Enable the post-verification service menu
Offer only the service options whose branch toggles are also enabled.
Disable the service menu
Prevent menu presentation while retaining any other enabled verification behaviour supported by the master workflow.
Enable automated support-ticket creation
Allow verified customers to choose the ticket branch and provide subject and issue details.
Disable automated support-ticket creation
Remove the ticket option from the generated service menu.
Enable callback requests
Allow verified customers to submit a reason plus preferred date, time and timezone for a native task.
Disable callback requests
Remove the callback option from the generated service menu.
Enable team hand-off
Allow a verified customer to submit an enquiry for authorised Inbox staff without creating an unrelated native record.
Disable team hand-off
Remove the hand-off option from the generated service menu.
Configure the support-ticket department
Choose a department or Use first available department.
Configure automated record priority
Choose Low, Medium, High or Urgent for module-created tickets and callback tasks.
Configure the automation owner
Choose an active staff member or Unassigned / normal CRM workflow.
Enable customer confirmation emails
Send a confirmation to the exact verified contact email using the CRM mail transport and default header/footer.
Disable customer confirmation emails
Keep WhatsApp confirmations while suppressing the module’s customer email branch.
Enable administrator notification emails
Send a separate notification to each validated administrator recipient.
Disable administrator notification emails
Stop the administrator email branch without disabling the WhatsApp workflow.
Configure administrator recipients
Enter one address per line or comma-separated, use no more than 20, and save.
Understand blank administrator recipients
When the field is blank, the module attempts to use a valid CRM sender or company email.
Configure the service-menu introduction
Edit the introduction and optionally use {{contact_name}}.
Configure the invalid menu choice response
Edit the reply used when the customer sends a value that is not an enabled number or option name.
Use MENU to reopen the service menu
A verified contact can send MENU at any time to receive the enabled options.
Choose a service option by number
Reply with the displayed option number and continue the state-specific prompts.
Choose a service option by name
Reply with the recognised enabled option name where the automation parser accepts it.
Create a support ticket through WhatsApp
Choose the ticket option, provide a short subject, then provide full issue/reference details and wait for the native ticket confirmation.
Configure the ticket subject prompt
Edit the first support-ticket question within 4,000 characters.
Configure the ticket details prompt
Edit the request for the issue, reference and desired result.
Understand duplicate open-ticket protection
A second WhatsApp-created support ticket is refused while an earlier module-created ticket for the same verified customer is still awaiting staff response.
Configure the duplicate-ticket response
Use {reference} to identify the existing open ticket in the customer message.
Understand when a new ticket is allowed again
An answered or closed earlier module-created ticket no longer blocks a new WhatsApp support request.
Create a callback task through WhatsApp
Choose callback, provide the reason, then provide preferred date, time and timezone; verify the native task and confirmation reference.
Configure the callback reason prompt
Edit the question asking what the customer wants to discuss.
Configure the callback time prompt
Edit the request for date, time and timezone.
Submit a team hand-off enquiry
Choose the team option, provide details and wait for the hand-off confirmation; no unrelated Task, Ticket or Lead is invented.
Configure the hand-off details prompt
Edit the request for the information staff need to review.
Configure ticket, callback and hand-off confirmations
Edit each success message and use {reference} only in the ticket/callback messages that support it.
Configure the simultaneous-request response
Edit the message returned when the same workflow session is already atomically processing another request.
Configure the automatic-action failure response
Edit the fallback sent when a native CRM action or required delivery step fails.
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.
Understand automation-session data retention
Raw submitted details remain in the module-owned automation session and the created native CRM record; event/audit context stores identifiers, lengths and outcomes rather than copying full replies.
Verify automated emails
Check the verified contact mailbox and each administrator recipient separately, using the CRM’s configured SMTP transport, default header and footer.
Troubleshoot missing automation options
Confirm the master switch, service menu and specific branch are enabled and the conversation is verified.
Troubleshoot an automatic CRM action failure
Review the session events and Audit Trail, confirm native departments/staff/models exist and continue the conversation manually if required.