WhatsApp Number got Disconnected

If your WhatsApp number is displayed as Disconnected in Picky Assist, the connection between your WhatsApp Business App and the WhatsApp Business API has been lost. Until the connection is restored, Picky Assist cannot send or receive WhatsApp messages using that number.

Impact

While the number remains disconnected:

• You cannot send WhatsApp messages through Picky Assist.

• Incoming customer messages may not be received in Picky Assist.

• Chatbots, AI agents, and automated workflows may stop functioning.

• Scheduled broadcasts, campaigns, and automated message deliveries may fail.

• Team members will not be able to manage WhatsApp conversations through the platform.

Common Reasons

A WhatsApp number may become disconnected due to one or more of the following reasons:

• The WhatsApp session has expired.

• The WhatsApp Business App was disconnected from the Business Platform.

• The primary device has been logged out of WhatsApp.

• Network or internet connectivity issues interrupted the connection.

• Changes were made to the WhatsApp Business account or device.

• Temporary service interruptions from Meta or WhatsApp.

How to Reconnect the WhatsApp Number

Follow these steps to restore the connection:

Step 1

Log in to your Picky Assist account.

Step 2

Navigate to More menu → Settings →Channels → Settings(connected details).

Step 3

Locate the WhatsApp number with the Disconnected status.

Step 4

Click Reconnect.

Step 5

If a QR code is displayed (For Business App Number):

1. Open the WhatsApp Business App on your mobile device.

2. Go to Settings → Linked Devices.

3. Tap Link a Device.

4. Scan the QR code displayed in Picky Assist.

Step 6

Wait for the connection process to complete. Once successful, the status will change from Disconnected to Connected, and WhatsApp messaging services will resume.

Note: If the QR code does not appear, the reconnection fails, or the status remains Disconnected after scanning the QR code, please contact the Picky Assist Support Team for further assistance.

WhatsApp Coexistence – Disconnecting Your WhatsApp Number

If your WhatsApp Business App is connected to the WhatsApp Business API through Picky Assist (Coexistence), you can disconnect the integration at any time using the primary device on which the WhatsApp Business App is installed.

To disconnect the integration:

1. Open the WhatsApp Business App on your primary device.

2. Go to Settings → Account → Business Platform.

3. Tap Disconnect and confirm the action.

Once the disconnection is complete, the WhatsApp Business App will no longer be connected to the WhatsApp Business API through Picky Assist. As a result, you will not be able to send or receive WhatsApp messages through the Picky Assist platform until the number is connected again. If the issue persists

Please check the following:

• Your mobile phone is powered on.

• The phone has an active internet connection.

• Battery Saver or App Restrictions are not preventing WhatsApp from running.

• The WhatsApp application is updated to the latest version.

• You have not recently logged out or changed devices.

Frequently Asked Questions

Will I lose my chat history?

No. Existing conversations remain available. However, messages cannot be sent or received while the number is disconnected.

Will automations continue to work?

No. Any WhatsApp-based automations, chatbots, broadcasts, or campaigns will pause until the connection is restored.

How can I prevent this from happening again?

• Keep your phone connected to the internet.

• Avoid logging out of WhatsApp unnecessarily.

• Keep the WhatsApp application updated.

• Periodically verify the connection status in Picky Assist.