Verified-customer service menu, tickets, callbacks and team hand-off

Configure the callback reason prompt

Edit the question asking what the customer wants to discuss.

Audience: Administrators, service managers and verified customer contactsPermission: Administrator to configure; automatic system workflow for verified conversationsModule v1.0.0 · 2026.07.30-r20.5

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

Edit the question asking what the customer wants to discuss. 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 configure the callback reason prompt.
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

Master automated-response switchMaster automated-response switch

Service-menu and branch togglesService-menu and branch toggles

Ticket department and priorityTicket department and priority

Automation ownerAutomation owner

Administrator recipientsmaximum 20

All configurable messagesmaximum 4,000 characters

Code-backed validations and workflow rules

The workflow runs only after a conversation is verified and only in one-to-one chats.
The master switch disables prompts, menus, automated CRM records and confirmations but leaves the live Inbox and manual actions available.
A processing-state claim prevents simultaneous duplicate handling.
Edit the question asking what the customer wants to discuss.

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.