Troubleshooting, verified limitations and release history

Troubleshoot missing live messages

Verify connector state, long-poll/fallback refresh, cron setting and browser-store reconciliation before resending.

Audience: Administrators, support staff and deployment engineersPermission: Relevant module or administrator permissionModule v1.0.0 · 2026.07.30-r20.5

Exact navigationAdmin Area → WhatsApp → Connections / Inbox / Settings / Audit Trail

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

Verify connector state, long-poll/fallback refresh, cron setting and browser-store reconciliation before resending. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Exact step-by-step process

Open Admin Area → WhatsApp → Connections / Inbox / Settings / Audit Trail.
Select the correct account, conversation, customer, staff member or session before you troubleshoot missing live messages.
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

Connection status and preparation messageConnection status and preparation message

Audit action and verification sessionAudit action and verification session

Account permissionsAccount permissions

Saved settings and limitsSaved settings and limits

CRM email/cron configurationCRM email/cron configuration

Code-backed validations and workflow rules

Troubleshoot through the supported CRM controls before changing runtime files.
Do not delete session directories or database records manually.
Verified limitations are documented so users do not search for nonexistent menus or integrations.
Verify connector state, long-poll/fallback refresh, cron setting and browser-store reconciliation before resending.

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.