Connection Health

Monitor your channel connections and troubleshoot issues.

Viewing Connection Details

1. Go to Channels → Connection Hub
2. Find the channel you want to check
3. Click Manage next to the connection name

This opens the Connection Detail page, showing:

• Connection name — Friendly name you set (e.g., "Main Support Line")
• Status — Current state of the connection
• Quality rating — Meta's assessment of your account health
• Last health check — When Wallin last verified your connection
• Settings — Channel-specific options (auto-replies, ice-breakers, etc.)

Connection Status Values

Connected

Your connection is active and working. Messages flow normally.

Pending Setup

The connection was just created and is being configured. This status is rare and typically clears within minutes.

Action Needed

Your connection needs attention. This usually means:

• Token expired — Your Meta access token is no longer valid
• Permission revoked — You or Meta revoked Wallin's permissions
• Account suspended — Meta suspended your account or phone number

To fix this: Click Reauthorize and log in with Meta again. This refreshes your token and restores permissions.

Expiring

Your access token will expire soon (within 30 days). Wallin performs automatic token refreshes, but if you see this status:

1. Click Reauthorize to refresh early
2. Log in with Meta
3. Grant permissions again

Disconnected

Your connection is inactive. This means:

• You clicked Disconnect previously
• Your account was removed from Meta
• The connection was deleted

To reconnect, go back to Connection Hub and add the channel again.

Hourly Health Checks

Wallin checks each connection hourly to verify:

• Your access token is still valid
• Meta hasn't suspended your account
• Your phone number (WhatsApp) is still verified
• Your permissions haven't been revoked

If a check fails, your status changes to Action Needed. You'll see a notification in Connection Hub suggesting you reauthorize.

Quality Rating

Meta assigns quality ratings based on:

• Message delivery rates — Percentage of messages delivered successfully
• Customer feedback — Whether customers mark your messages as spam
• Complaint rates — How often customers complain to Meta about your messages
• Messaging window compliance (WhatsApp) — Staying within the 24-hour customer-service window

Higher ratings are better. If your rating is low:

1. Make sure you're only messaging customers who want to hear from you
2. Use only approved templates
3. Avoid sending repeated messages to customers who don't respond
4. Remove phone numbers from your audiences if customers mark you as spam

Reauthorizing a Connection

If your connection needs attention:

1. Click Manage on the connection
2. Click Reauthorize
3. A Meta login popup appears
4. Enter your Meta credentials and approve permissions
5. Return to Wallin — your connection is refreshed

Reauthorization takes effect immediately.

Disconnecting Safely

Before disconnecting a channel, ensure:

• No active campaigns are using this channel (pause or complete them first)
• Customers know how to reach you via another channel
• Team members are notified of the disconnection

To disconnect:

1. Click Manage on the connection
2. Click Disconnect
3. Confirm the action

After disconnection:

• You can no longer send or receive messages on this channel
• Existing conversations remain in your inbox but marked as archived
• Reconnecting later creates a fresh connection; you don't recover unsent messages

Plan Limits on Connections

Your plan limits how many connections you can have:

If you reach your limit:

• The Add button becomes Plan limit reached
• Upgrade your plan in Workspace → Organization Settings
• After upgrading, you can immediately connect more channels

Troubleshooting

"Action Needed - Reauthorize"

Your token expired or permissions were revoked. Click Manage → Reauthorize and log in with Meta again.

"Connection stuck on Pending Setup"

This is rare. Try refreshing the page. If it persists after 5 minutes, contact support.

"I can't see webhook data / messages aren't coming through"

This can indicate a webhook delivery issue. Click Manage → Health Check (if available) to trigger a test. If messages still don't arrive:

1. Verify Meta hasn't suspended your account
2. Check that your phone number (WhatsApp) is still verified
3. Reauthorize the connection
4. Contact support if issues persist

"Quality rating is low"

Review your recent messages. Are you messaging inactive customers, or sending duplicate messages? Try:

1. Segmenting your audience to only active, engaged customers
2. Using only approved message templates
3. Monitoring for spam complaints in Meta Business Manager