WhatsApp
Channels
Where the WhatsApp channel is managed — its state, and the controls that stop and restart it.
The channel is the pipe between WhatsApp and your boards. It is managed in one place — Project → Channels — and that page is the authority on whether conversations are arriving.
The states
| State | Meaning |
|---|---|
| Live | Conversations land on your boards. |
| Paused | Still linked; new conversations stop landing until you resume. |
| Pairing | A connection has been started and is waiting to be accepted. |
| Resuming | Coming back from paused. |
| Dropped / unlinked | No working connection. Reconnect. |
Paused only ever shows over an otherwise-healthy channel. Pairing, resuming, dropped and unlinked all take precedence, so a forgotten pause can never disguise a channel that actually needs reconnecting.
In this section
| Page | |
|---|---|
| Connecting WhatsApp | Linking the number, and what "connected" means |
| Pause and reset | Stopping new conversations, and disconnecting properly |
Channel controls vs agent controls
Two different stops, often confused:
- Pausing the channel stops conversations arriving.
- Turning a board's agent off stops replies to conversations that do arrive.
If your team needs quiet, turning agents off is almost always the right one — you keep seeing what customers are asking.