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What it is for

To explain the disconnected channel notice and what to do to start receiving messages again.

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Who can do it

Owner and Admin can reconnect. Other roles see the notice “ask an administrator to reconnect it in Settings › Channels”.

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Where to click

  • In the conversation, the banner above the reply field: “(channel) disconnected · new messages won’t arrive until you reconnect.” The history stays visible and sending is unavailable.
  • In Settings › Channels, the Disconnected status and the Reconnect button.

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Why it goes down

The system shows these reasons:
  • WhatsApp: the connection dropped. The system suggests restarting and, if it does not come back, checking the linked devices in WhatsApp on the phone.
  • Instagram: Meta asked for a new login (“Login again”), the messaging permission is missing, or the account was blocked or suspended.
  • Google: Google removed access to the profile. Only the agency can renew it.
  • Someone clicked Disconnect.

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Step by step

1

Restart before disconnecting (WhatsApp)

On the channel, click Manage and then Restart. “Restarting the connection…” appears. It does not work on an Official inbox.
2

Reconnect

If it does not come back, click Reconnect (on the conversation banner or on the Channels screen). On WhatsApp by QR, the button may appear as Reconnect (QR code): scan the code as in How to connect WhatsApp by QR code. On an Official inbox, Reconnect through Meta. On Instagram and Google, the button takes you to the provider’s login.
3

Check the status

The status changes to Connected.

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Connected (channel) or Connected (inbox)?

It is the same idea in two places. On the Channels screen, the channel status appears as Connected / Disconnected. On the panel and in the table of WhatsApp inboxes, the status also appears as Connected / Disconnected, because it refers to the inbox (in Portuguese the two screens use different word endings, “Conectado” and “Conectada”). In both cases, the channel is receiving messages. There are also Connecting, Checking and No information, when the system does not know yet.

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What happens next

While the channel is disconnected, new messages do not arrive, but existing conversations continue. On a WhatsApp inbox, the panel’s History tab shows the events (Connected, Disconnected, team joining and leaving).

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Common errors

  • “We cannot reach this number right now. New messages may be delayed.”
  • “This number is disconnected. Reconnect to receive messages again.”
  • “Failed to restart.” / “Failed to disconnect.”
  • “This channel’s module is off for the organization”: the button stays blocked until the agency turns the module on.
  • “You cannot reconnect in the demo.”

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Next step