Documentation / WhatsApp channel
Disconnect WhatsApp
In short: With Disconnect WhatsApp under Organisation > Channels > WhatsApp > Settings you disconnect an organisation’s WhatsApp number from aishaa. After that, aishaa no longer receives or sends WhatsApp messages for this organisation. Existing tickets and messages are kept. If you only want to restore a broken connection, do not disconnect but reconnect.
Where to find this
Go to Organisation > Channels > WhatsApp > Settings. The Disconnect WhatsApp button is in the Connect WhatsApp block and is only active as long as there is a connection.
Who: from the Organisation admin role upwards. With a coexistence connection, the designated phone manager may also disconnect (see Phone manager and default agent). Disconnecting applies per organisation: other organisations with their own number simply keep working.
First: disconnect or reconnect?
Disconnecting is intended for when you no longer want to use the number via aishaa, or when you want to switch connection mode. It is not the way to solve a problem.
| Situation | What you do |
|---|---|
| The status card shows This connection requires re-authentication. | For a Cloud API connection: click Connect WhatsApp and go through the Meta pop-up again. For coexistence: click Reconnect connection. |
| The coexistence status is At risk or Possibly broken | Open the WhatsApp Business app on the primary phone and, if necessary, use Reconnect connection (see Coexistence: the WhatsApp Business app and aishaa together). |
| You want to switch between Full Cloud API and Coexistence | Disconnect and then connect again with the other mode. |
| The organisation stops using WhatsApp via aishaa | Disconnect. |
Disconnecting step by step
- Go to Organisation > Channels > WhatsApp > Settings and check at the top that the right organisation is selected.
- Click Disconnect WhatsApp.
- Read the Disconnect WhatsApp? dialog: This will stop sending and receiving WhatsApp messages for this organisation. and Existing tickets and messages will remain available.
- Click Disconnect to confirm, or Cancel to stop.
After disconnecting you see WhatsApp disconnected. and the status card shows WhatsApp is not connected yet. Connect a WhatsApp Business account to enable this channel. again. If there was no active connection (for example because a colleague had just disconnected), you see No active WhatsApp connection was found. If it fails, it says WhatsApp disconnect failed.; click Refresh and try again.
The Disconnect WhatsApp? confirmation dialog under Organisation > Channels > WhatsApp > Settings with the text that sending and receiving stop and existing tickets remain available, and the Disconnect and Cancel buttons.
What changes after disconnecting
- aishaa no longer receives new WhatsApp messages for this organisation and does not send any either. Sending is blocked in existing WhatsApp tickets; the composer explains that there is no sending route.
- All existing tickets, messages, attachments, voice messages and contacts are kept and remain readable.
- The coexistence bars and reminders for this number stop, as do the readings and warnings of Status at Meta (see WhatsApp settings).
- aishaa does not delete anything at Meta: the phone number, the WhatsApp Business account and the templates remain in your Meta Business account. Templates can only be managed again under Account > WhatsApp templates once a number of that WhatsApp Business account has been connected again; until then you see There is no usable connection for this WhatsApp Business account. there.
- With a coexistence connection, the WhatsApp Business app on the phone simply keeps working; only the connection with aishaa is gone.
Reconnecting after disconnecting
After disconnecting, you choose a connection mode again on the WhatsApp page and click Connect WhatsApp. You then go through the full Meta connection, as described in Connect WhatsApp. After reconnecting, new messages from existing customers end up in their existing conversations again.
Good to know
- With coexistence, never break the connection from the WhatsApp Business app itself, do not delete the app and do not delete the WhatsApp Business account or the number at Meta. That is different from disconnecting in aishaa and can cause a waiting period of one to two months at Meta.
- Disconnecting does not set tickets to Closed and does not delete anything from customers’ history.
- The Phone manager and Assign new tickets to settings belong to the connection. Check them again after reconnecting.
- Not sure whether disconnecting is the right step, for example when Meta has imposed a waiting period? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.