When to use this
- Your WhatsApp inbox connection was lost and you stopped sending or receiving messages
- You received an email letting you know that the inbox was disconnected
- You need to update the WhatsApp credentials on the inbox
Prerequisites
- Be an administrator of the Cloud Chat account
- Have access to the Meta (Facebook) account linked to the number's WABA
Step-by-step reconnection
Step 1 — Open the inbox in Cloud Chat
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In the side menu, go to Configurações → Caixas de Entrada (Settings → Inboxes)
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Click the WhatsApp inbox you want to reconnect
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Go to the Configurações avançadas (Advanced settings) tab
Step 2 — Start the reconnection
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In the Reconectar WhatsApp (Reconnect WhatsApp) section, click the Reconectar (Reconnect) button
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A Meta (Facebook) window will open — log in if needed
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Select the WABA and the phone number you want to reconnect
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Confirm the authorization and wait for the window to close
When the message "WhatsApp reconectado com sucesso" (WhatsApp reconnected successfully) appears, the integration has been restored and the inbox goes back to working normally.
Notes
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The process only takes a few seconds.
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After reconnecting, the internal integration steps run automatically in the background.
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If any error occurs, try again. If the problem persists, contact support.
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If you suspect the disconnection was caused by manually removing the device (on a coexistence integration), check on your phone whether Cloud Chat still shows up under WhatsApp Business App → Dispositivos Conectados (Linked Devices) before reconnecting.