Live events, history synchronisation and unread reconciliation

Troubleshoot a stale unread badge

Open the account, allow live/fallback refresh, verify connector state and use the real mark-read operation rather than manually changing database values.

Audience: Inbox staff, administrators and deployment engineersPermission: Per-account View; administrator settings for limitsModule v1.0.0 · 2026.07.30-r20.5

Exact navigationAdmin Area → WhatsApp → Inbox

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

Open the account, allow live/fallback refresh, verify connector state and use the real mark-read operation rather than manually changing database values. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Exact step-by-step process

Open Admin Area → WhatsApp → Inbox.
Select the correct account, conversation, customer, staff member or session before you troubleshoot a stale unread badge.
Complete the visible fields and confirmation prompts exactly as described below.
Select the available action once and wait for its success or validation response.
Verify the result in the operational record and, where applicable, in Audit Trail or the linked native CRM record.

Fields, choices and supported possibilities

Live waitinstalled default 18,000 ms

Inbox fallback refresh4–60 seconds

History chats1–500

Messages per chat1–200

Cron sync toggleCron sync toggle

Sync when Inbox loads toggleSync when Inbox loads toggle

Code-backed validations and workflow rules

One permission-scoped live request covers every accessible active account.
Event-stream identity detects connector event-store recreation and allows a safe cursor reset.
WhatsApp message IDs deduplicate live, history and reconciliation paths.
Open the account, allow live/fallback refresh, verify connector state and use the real mark-read operation rather than manually changing database values.

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.