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    WhatsApp Disconnected - How to Reconnect in Envoy

    Your WhatsApp channel shows as "Disconnected" in Envoy. Your phone can still receive messages, but they're not appearing in your Envoy inbox. Chatbot auto-replies and team inbox access have stopped working.

    3 min readUpdated 9 Apr 2026
    General WhatsApp guide available at /learn/whatsapp
    • 14-day inactivity. If the primary mobile device hasn't opened WhatsApp in 14 days, Meta logs out all linked devices and API connections
    • Multiple sessions. Running both personal WhatsApp and WhatsApp Business on the same device causes session conflicts
    • Accidental disconnect. Someone on the team disconnected Voltade from WhatsApp Business app settings
    • Meta session reset. Meta periodically resets Cloud API sessions during maintenance
    • Token expiration. The access token linking Envoy to your WhatsApp account has expired
    SignWhat It Means
    Envoy channel status shows "Disconnected"API connection is broken
    Phone still receives messages but Envoy inbox is emptyMessages bypass the API
    Yellow "end-to-end encrypted" text in WhatsApp chatsCloud API link is broken (should show green text)
    Chatbot and auto-replies stopped workingAPI can't process incoming messages
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  1. In Envoy, go to Settings > Channels > WhatsApp
    2. 2
  2. Click Reauthorize or Reconnect
    3. 3
  3. Complete the Facebook login flow
    4. 4
  4. Grant all requested permissions
    5. 5
  5. Verify the channel status changes back to Connected

    6. If this works, you're done. Test by sending a message. If it doesn't work, use Method 2.

    Use this when the simple reconnect fails. This has been tested across multiple customer accounts.

    Before You Start

    • Back up your chatbot prompts and configuration. Copy them to a document. You'll restore them after reconnecting.

    Steps

    1
  6. On the phone: Open WhatsApp Business > Settings > Account > Business Platform > Voltade > Disconnect
    7. 2
  7. In Meta Business Suite: Go to your Business Portfolio and remove the WhatsApp number from the portfolio
    8. 3
  8. In Envoy: Start the WhatsApp channel setup again using the standard coexistence flow
    9. 4
  9. Wait until the yellow "end-to-end encrypted" text in WhatsApp turns green ("This business is now using a secure service from Meta to manage this chat")
    10. 5
  10. Important. You may see an error saying "channel already exists, unable to map." Ignore this error. It's expected.
    11. 6
  11. Go to your existing channel in Envoy, it should now show as Connected
    12. 7
  12. Restore your chatbot prompts and channel configuration
    13. 8
  13. Send a test message to confirm everything works
    • Open WhatsApp on the primary phone at least once every 14 days. This is the #1 cause of disconnections.
    • Don't run personal WhatsApp and WhatsApp Business on the same phone. Session conflicts cause unexpected logouts.
    • Don't disconnect Voltade from WhatsApp Business app settings unless instructed by our support team.
    • Check your Envoy channel status weekly. Catch disconnections before your customers notice.

    If both methods fail, the issue may be on Meta's side (account restrictions, portfolio configuration, or API outage). Contact our support team with:

    1
  14. Your Envoy account URL
    15. 2
  15. The WhatsApp channel ID
    16. 3
  16. Whether the channel shows as Connected or Disconnected after attempting the re-plug
    17. 4
  17. Screenshots of any error messages

    18. Was this article helpful?

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