Understand retained account selection

This guide explains that that page refresh and the header Inbox button reopen the last account that remains accessible to the current staff browser. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.

What you’ll accomplish

Know that page refresh and the header Inbox button reopen the last account that remains accessible to the current staff browser. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

1. Go to Admin Area → WhatsApp → Inbox.
2. Find the account, conversation, setting, session or evidence relevant to “Understand retained account selection”.
3. Check the displayed value or behaviour against this guide’s code-backed rules.
4. Do not change unrelated account, CRM or connector settings while verifying the result.
5. Verify the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.

Fields and options to review

Rules the system enforces

• The browser retains the last accessible selected account in staff-scoped storage and in the Inbox URL.
• Late responses from a previously selected account cannot overwrite the current account view.
• Bootstrap returns a bounded conversation set and the model enforces an upper limit.
• Know that page refresh and the header Inbox button reopen the last account that remains accessible to the current staff browser.

How to confirm 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.

Continue with related guidance