Understand selected-staff visibility
Know that a selected reply is excluded for a staff member not stored in its visibility mapping.
Exact navigationAdmin Area → WhatsApp → Standard Replies
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
Know that a selected reply is excluded for a staff member not stored in its visibility mapping. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Exact step-by-step process
- Open Admin Area → WhatsApp → Standard Replies.
- Locate the account, conversation, setting, session or evidence relevant to “Understand selected-staff visibility”.
- 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
WhatsApp accountone account or All accounts for administrators
Titlerequired, maximum 191 characters
Shortcutmaximum 80 characters
Categorydefaults to General, maximum 100 characters
Reply textrequired, maximum 10,000 characters
Sort order0–10,000, default 100
VisibilityAll authorised staff or Selected staff only
Activeon or off
Code-backed validations and workflow rules
- Only administrators can create global All accounts replies.
- A non-administrator must have the native Manage standard replies capability and Manage access to the applicable account.
- The Inbox shows active global and selected-account replies that the current staff member is allowed to see.
- Know that a selected reply is excluded for a staff member not stored in its visibility mapping.
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.