Live events, history synchronisation and unread reconciliation

Understand account-state reconciliation on event pulls

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

Each pull compares stored connection state with the connector’s current authoritative state.

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 this guide helps you do

Each pull compares stored connection state with the connector’s current authoritative state. 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 account-state reconciliation on event pulls”.
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

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 and limits

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.
Each pull compares stored connection state with the connector’s current authoritative state.

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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