Troubleshoot an invalid assignee

Follow this guide to choose a staff member who has View access to the selected WhatsApp account.

What this guide helps you do

Choose a staff member who has View access to the selected WhatsApp account. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

1. Go to Admin Area → WhatsApp → Inbox → Open conversation.
2. Select the correct account, conversation, customer, staff member or session before you troubleshoot an invalid assignee.
3. Complete the visible fields and confirmation prompts exactly as described below.
4. Select the available action once and wait for its success or validation response.
5. Check the result in the operational record and, where applicable, in Audit Trail or the linked native CRM record.

Fields and options

Rules and limits

• 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.
• Choose a staff member who has View access to the selected WhatsApp account.

Check 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.

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