Live events, history synchronisation and unread reconciliation

Understand duplicate-event safety

The same WhatsApp message ID arriving through history, live and reconciliation is stored once. 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.

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

Jump to steps

Where to goAdmin Area → WhatsApp → Inbox

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 you’ll accomplish

The same WhatsApp message ID arriving through history, live and reconciliation is stored once. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.

Follow these steps

Go to Admin Area → WhatsApp → Inbox.
Find the account, conversation, setting, session or evidence relevant to “Understand duplicate-event safety”.
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 to review

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

Rules the system enforces

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.
The same WhatsApp message ID arriving through history, live and reconciliation is stored once.

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.

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