Enable or disable automatic CRM matching
Change Automatically match contacts by telephone number in Settings.
Exact navigationAdmin Area → WhatsApp → Settings
Before you begin
- Confirm 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 this guide covers
Change Automatically match contacts by telephone number in Settings. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Exact step-by-step process
- Open Admin Area → WhatsApp → Settings.
- Locate the control used to enable or disable automatic crm matching.
- Select or enter only the supported value described below.
- Select the page’s Save, Save settings, Save access control or Save controls action.
- Reload or open the affected Inbox/account and verify the new behaviour.
Fields, choices and supported possibilities
Conversion typeTask, Ticket or Lead
Title/subject/nameTitle/subject/name
Description or messageDescription or message
PriorityLow, Medium, High, Urgent
Assigned staffAssigned staff
Task start/due dateTask start/due date
Ticket departmentTicket department
Lead source and statusLead source and status
Code-backed validations and workflow rules
- Only users with Convert access for the selected account can create CRM records.
- Assigned staff choices are limited to users who can view the account.
- The module uses native CRM models and records conversion history linked to the conversation.
- Change Automatically match contacts by telephone number in Settings.
Expected result and verification
- 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.