Business problems
WhatsApp number disconnected, customer chats don't come through
WhatsApp connected by QR scan depends on the number owner's phone and on how the number is used. The connection can drop if WhatsApp on the phone hasn't been opened for a long time, and the number can be restricted if lots of messages go to people who don't know your business. Both can be prevented.
Common causes
- WhatsApp on the owner's phone hasn't been opened for a long time, or the linked device was removed.
- Mass messages are sent to contacts who never opted in.
- One number carries every send, with no pacing.
The impact
- Customer chats are missed while the connection is down.
- A number your customers already know risks being restricted.
- Promo campaigns get delayed.
Common mistakes
What often makes this problem come back
Removing the linked device from the phone
Deleting the Conex linked device in WhatsApp on the phone cuts the connection immediately. Leave it linked.
Broadcasting to contacts who haven't opted in
Recipients who don't know your business are more likely to report messages. Ask for consent first and include a way to opt out.
Sending fast right away from a new number
Newly connected numbers should start with the "Aman" (Safe) speed and small volumes.
Ignoring a falling score
A falling score is an early warning. Check the connection and cut back on mass sends before the number gets restricted.
How to solve it
Fix it step by step in Conex Bisnis
Menu names match the business.conex.chat dashboard (in Indonesian). Steps marked Pro require the Pro plan.
- 1
Monitor the status and health score of each number in Integrasi › Kanal chat (Integrations › Chat channels): New, Healthy, Very healthy, or Needs attention.
- 2
Open WhatsApp on the number owner's phone regularly, and don't remove the Conex linked device from the phone's device list.
- 3
If it disconnects, relink the same number by scanning a QR code or using a pairing code from its channel card.
- 4
Connect a second number as a backup. The Free plan lets you connect up to 2 numbers.
- 5
Pro For new numbers, choose the "Aman" (Safe) sending speed and only send promos to contacts who have opted in.
- 6
Pro Turn on Bos AI so disconnected channels are flagged as needing urgent attention.
7-day plan
One small step every day
One step a day so it's easy to roll out with your team. Day one can start on the Free plan.
- Day 1
Check every channel
Open Integrasi › Kanal chat (Integrations › Chat channels) and note the status and health score of each number.
- Day 2
Sort out the number owner's phone
Make sure WhatsApp on the phone is active and Conex is still in the linked devices list.
- Day 3
Relink disconnected numbers
Relink disconnected numbers by scanning a QR code or using a pairing code.
- Day 4
Set up a backup number
Connect a second number if you have one. The Free plan lets you connect up to 2 numbers.
- Day 5
Clean up your recipient list
Filter contacts by promo consent in the Kontak (Contacts) menu, and tidy up numbers that don't use WhatsApp.
- Day 6
Set your sending speed Pro
For your next broadcast, choose the "Aman" (Safe) speed and send only to contacts who have opted in.
- Day 7
Monitor for a week
Compare the health score with day one and repeat any steps needed.
- After that
Move on to the next problem
Keep the habits that work, then pick another problem you still feel.
Business check-up
Features used
Learn about the feature
WhatsApp number health
Health score, connection age, daily sending limit, and reconnection for WhatsApp numbers.
Learn more FreeProOmnichannel
Conex Chat, WhatsApp, Telegram & website Live Chat in one inbox.
Learn more ProOpt-in broadcasts
Opt-in, smart segments, scheduling, safe pacing, STOP, reports (Pro).
Learn more ProBos AI
AI manager: reviews the bot & staff, daily targets, escalations, Ask the Boss.
Learn moreBefore vs after
What changes
Free vs Pro
Features for this problem by plan
Pro Everything in Free, plus
Good to know
- ChannelsOfficial WhatsApp API, Instagram DM, and Messenger are coming soon. For now, WhatsApp connects by scanning a QR code.
- Mass sendingBroadcasts over a QR-linked WhatsApp number go out gradually, with pauses and a daily limit, to keep the number safe. For high volumes, the official WhatsApp API is coming soon.
- Health scoreThe health score is a Conex estimate based on the number's connection and sending history, not an official WhatsApp figure.
FAQ
Questions about this problem
Why does the connection drop on its own?
Most often because WhatsApp hasn't been opened on the owner's phone for a long time, the Conex linked device was removed from the phone, or the number was opened in another session. Open WhatsApp on the phone at least once every 14 days.
Does a disconnected number still count toward the Free plan limit?
Yes. To switch numbers, disconnect the old number, then connect the new one.
What happens to a broadcast when the sending number disconnects?
Its recipients are moved to another number that's still connected. If all numbers are disconnected, the broadcast is paused and can resume once a number is reconnected.
Are there options besides WhatsApp via QR scan?
The official WhatsApp API is coming soon. Meanwhile, Telegram and website Live Chat on the Pro plan can serve as extra channels.
See also
Related solutions & problems
Just scan a QR code, free for up to 2 numbers. Official API coming soon.
See solution NeedsOpt-in WhatsApp broadcasts & promos
Opt-in, smart segments, scheduling, safe pacing, and reports.
See solution TeamsCustomer service
Shared inbox, chat assignment, notes, and AI Suggestions.
See solutionForgetting to follow up with prospects
Interested buyers never get contacted again.
See how to fix itFix this problem starting today
Register for free with your WhatsApp number, then follow the 7-day plan above.
