This article explains how to manually resync messages that failed to sync, for example messages that were sent during a period of sync issues or while the authorization was expired (before reauthentication).
New messages sync automatically. A manual resync is only needed for messages from a period during which syncing was failing, such as the window between a sync issue occurring and the authorization being reset.
When do I need this?
Typical scenario: the connection to your messaging channel stopped working (for example due to an expired authorization). After reauthenticating, all new messages sync correctly again, but the messages sent between the moment the sync issues started and the moment of reauthentication have not been synced. These messages can be recovered with a manual resync.
Prerequisites
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Access to the GoTallo Configuration page.
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The approximate time window in which the sync issues occurred (when the issues started and when the connection was restored).
Steps
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Open the GoTallo Configuration page.
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In the menu on the left, select Failed Syncs.
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Under Start date and time, enter the date and time from which you want to look for failed syncs. Pick a moment shortly before the sync issues started.
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Under End date and time, enter the date and time up to which you want to look for failed syncs. Pick a moment shortly after the reauthentication.
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Click Fetch Failed Syncs. The button becomes available once a valid time range has been entered.
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Review the list of failed syncs that is returned for the selected time range.
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Select the messages you want to resync and trigger the resync.
Choose the time range slightly wider than the actual outage window to make sure no messages are missed. Messages that already synced correctly are not affected.
Note that only failed syncs within the last 31 days can be fetched. They must also be older than 15 minutes.
Verifying the result
After triggering the resync, check that the previously missing messages now appear in the conversation history. If some messages are still missing, repeat the steps above with a wider time range.
Troubleshooting
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No failed syncs are found for the selected range: widen the time range and fetch again.
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New messages are also not syncing: the authorization may have expired again. Use Reset Authorization in the GoTallo Configuration menu to reauthenticate first, then retry the resync.