Staff capabilities and per-account access control

Understand permission-scoped media downloads

Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.

A staff media request is accepted only when the message belongs to an account the staff member can view.

Audience: CRM administrators and security managersPermission: AdministratorModule v1.0.0 · 2026.07.30-r20.5

Jump to steps

Where to goAdmin Area → WhatsApp → Access Control

Before you start

Verify 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 helps you do

A staff media request is accepted only when the message belongs to an account the staff member can view. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

Go to Admin Area → WhatsApp → Access Control.
Find the account, conversation, setting, session or evidence relevant to “Understand permission-scoped media downloads”.
Check 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.
Verify the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.

Fields and options

Native capabilitiesView, Manage standard replies, Audit Trail

Per-account permissionsView, Reply, Convert, Manage

Staff rowsactive CRM staff

Account columnsactive, non-deleted WhatsApp accounts

Rules and limits

Reply, Convert or Manage implies View when the matrix is saved.
Administrators can configure accounts and access, but must still be selected in the matrix to use an Inbox.
Standard Replies also requires the native Manage standard replies capability unless the user is an administrator.
A staff media request is accepted only when the message belongs to an account the staff member can view.

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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