Understand ambiguous mobile matches
More than one active contact match is not auto-verified and moves to registered-email checking.
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
More than one active contact match is not auto-verified and moves to registered-email checking. 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 account, conversation, setting, session or evidence relevant to “Understand ambiguous mobile matches”.
- Review the displayed value or behaviour against this guide’s code-backed rules.
- Do not change unrelated account, CRM or connector settings while verifying the result.
- Confirm the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.
Fields, choices and supported possibilities
Customer verification toggleCustomer verification toggle
Registered-mobile recognition toggleRegistered-mobile recognition toggle
Maximum attempts1–10
Configurable verification and welcome messagesConfigurable verification and welcome messages
Conversation verification status and linked contact/customerConversation verification status and linked contact/customer
Code-backed validations and workflow rules
- Verification runs only for one-to-one conversations, not groups or broadcast/status content.
- A registered-mobile match must resolve to exactly one active contact; ambiguous or unknown numbers fall back to exact registered email.
- Raw submitted email is not copied into audit context; a one-way hash is recorded.
- More than one active contact match is not auto-verified and moves to registered-email checking.
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.