Disconnections and how to stay online

Overview

Wazzap connects to WhatsApp the same way WhatsApp Web does. Your phone pairs a "linked device" slot to us, and from then on the channel lives in our cloud. The phone can sit in a drawer, the chats keep flowing. But a few specific events break that pairing:

Why numbers disconnect

• Phone offline for 14+ days. WhatsApp requires the paired phone to come online at least once every two weeks. If it doesn't, the linked-device session expires and Wazzap drops to "Disconnected".
• Linked-device slot reused. WhatsApp allows up to 4 linked devices per number. If someone opens WhatsApp Web in a browser and the cap is hit, your Wazzap slot is the one that gets kicked.
• The number was banned. Meta blocked the account for policy violations or anti-spam triggers. See connecting after a ban for recovery.
• The user logged out manually from WhatsApp → Linked Devices → Log out from all devices.
• SIM swap or new phone. If the user moves to a new device and restores WhatsApp, the old linked-device session is invalidated.
• WhatsApp app update or maintenance window. Rare, but full-version updates sometimes drop linked-device sessions.

Disconnection webhook setup

Wazzap exposes a real-time webhook that fires the instant any of the above happens. Configure it per number, so different sub-accounts can route alerts to different destinations.

1. Open the Sub-account panel in Wazzap.
2. Click WhatsApp Numbers and pick the specific number.
3. Open Settings → Disconnection Settings.
4. Enable the Disconnected event.
5. Paste the Webhook URL from your automation platform (HighLevel inbound webhook, Zapier, Pabbly, n8n, or your own endpoint).
6. Save.

Each number must be configured independently. If you have 10 numbers, set up 10 webhooks.

Webhook payload

Each request carries enough identification to route the alert downstream:

{
  "phone": "+5215512345678",
  "country": "MX",
  "event": "disconnected",
  "timestamp": "2026-05-14T18:42:11Z"
}

Exact fields may vary slightly across versions, so design your downstream automation to be tolerant to minimal payloads.

Recommended flow in HighLevel

The cleanest pattern for HighLevel users:

1. Trigger: Inbound Webhook fires when Wazzap posts the disconnection.
2. Identify the account. Match the incoming phone against your sub-accounts.
3. Update status:
   • Tag the contact or sub-account with WA_Disconnected.
   • Optionally flip a custom field whatsapp_status = offline.
4. Notify the operator:
   • Internal Slack message, email, or SMS to the agency owner.
   • Create a reconnection task in the assigned user's queue.
   • If the number runs a campaign, pause the campaign automatically.

Troubleshooting

Webhook isn't firing on manual logout

The webhook only fires on a real disconnection event from WhatsApp's side. Test by logging out from WhatsApp → Linked Devices → Log out on the paired phone, not by toggling the Wazzap dashboard.

The number shows "Disconnected" but I never logged out

Open WhatsApp on the paired phone and check Linked Devices. If our session is missing, someone reused the slot via WhatsApp Web. Re-scan the QR in Wazzap and ask the team to never open WhatsApp Web from a browser on that number.

Reconnecting keeps failing

The number may be banned. Try sending a message from the WhatsApp app directly. If you see "You can't send messages on WhatsApp", the number is blocked. Follow the reconnect after a ban protocol.