WhatsApp Messages Are Not Coming In

Start here: is the line connected?

Open the WhatsApp page. If a line was logged out you will see a banner: "WhatsApp is disconnected. No messages are being received or sent." with a link "Re-link it (scan the QR code)". Admins also get a notification titled "WhatsApp line disconnected".

Reconnect the line (admins)

• Go to Admin → WhatsApp. Each number shows a status: Connected, Connecting…, Scan to pair, Not connected or Logged out.
• For "Not connected" or "Logged out", click "Reconnect". Oris Work retries on its own for a while after a drop, then stops and waits for an admin to click Reconnect.
• When a QR code appears, on the phone open WhatsApp → Settings → Linked Devices → Link a Device and scan it. Keep the page open; the code refreshes by itself.
• The status should change to "Connected" with the number shown.

Why a line gets logged out

• Someone removed the device from Linked Devices on the phone.
• WhatsApp ended the link from its side.
• This uses WhatsApp’s unofficial web protocol (the page says so), so WhatsApp can restrict or unlink a number at any time.

Connected, but you still cannot see a conversation

• Line access: under each number, "Who can access this line" may be restricted to named teammates. If you are not listed you will not see its chats. With no one listed, everyone can see it. Admins can adjust this.
• Line filter: the inbox has an "All lines" tab and one tab per number; check you are not on the wrong tab.
• Unknown numbers: messages from a number that matches no contact or lead land under the "Unclassified" filter. Use "Auto-link by phone" to match them, or link a thread by hand.
• Groups appear in the same list with a Group chip, and they are not counted in "Needs reply". WhatsApp Status or Stories do not appear.
• Search is by name, number or message text.

Messages are not going out

If a send fails with "The selected WhatsApp line is not connected. Reconnect it from Admin → WhatsApp.", the line behind that conversation is down. Reconnect it as above.

Requirements

• WhatsApp pairing needs the Growth plan or higher, and only admins can add, reconnect or disconnect a number.
• If "Add number" says pairing has not been enabled for your workspace, contact support.
• For the official, approved route, see Messaging numbers under the Admin menu.