Open the CRM conversion actions
Open a conversation and select Task, Ticket or Lead when Convert access is present.
Exact navigationAdmin Area → WhatsApp → Inbox → Open conversation
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
Open a conversation and select Task, Ticket or Lead when Convert access is present. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Exact step-by-step process
- Open Admin Area → WhatsApp → Inbox → Open conversation.
- Select the correct account, conversation, customer, staff member or session before you open the crm conversion actions.
- Complete the visible fields and confirmation prompts exactly as described below.
- Select the available action once and wait for its success or validation response.
- Verify the result in the operational record and, where applicable, in Audit Trail or the linked native CRM record.
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.
- Open a conversation and select Task, Ticket or Lead when Convert access is present.
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.