To check whether a channel is connected in Papo (papo.global), go to the "Inboxes" section in the main dashboard. Each inbox displays the channel's current status — if there is a disconnection alert, you can reconnect by following the specific steps for WhatsApp, Instagram, Facebook, or other channels, directly on the same screen.
When a channel goes down, messages stop coming into the dashboard and service is interrupted on that channel. The good news is that identifying and fixing this problem takes only a few minutes and does not affect the other connected channels.
Summary of connection statuses by channel
| Displayed status | What it means | Required action |
|---|---|---|
| Connected (green) | Channel active and receiving messages | None |
| Disconnected (red or alert) | Channel lost its connection to Papo | Reconnect the channel |
| Syncing (yellow) | Connection in progress or temporarily unstable | Wait or check credentials |
Where to check the status of each channel
Papo centralizes all channels in the Inboxes area. This is where each channel appears with its respective name, icon, and status indicator.
To check:
- Go to the Papo main dashboard.
- In the left sidebar, find the Inboxes section.
- Look at the indicator next to each inbox — it shows whether the channel is active (connected) or whether there is an alert.
If you prefer a complete administrative view, go to Settings → Inboxes. On this screen, you can see all registered channels, add a new inbox, edit existing ones, and reconnect those with problems.
Interpreting the most common alerts
Disconnection alerts may vary by channel, but they generally indicate that Papo can no longer communicate with the source platform (Meta, Telegram, email provider, etc.).
Common causes:
- The Facebook or Instagram password was changed and the session expired.
- The Telegram bot token was revoked or regenerated.
- The WhatsApp number was disconnected from the provider (e.g., Twilio) or the official Meta API key expired.
- Access permissions were removed on the source platform side.
Papo displays the alert directly in the affected inbox. When this happens, messages from that channel stop being delivered to the dashboard until the connection is restored.
How to reconnect a channel that went down
The path to reconnect depends on the channel type. Below are the steps for the most used channels.
WhatsApp (official Meta API or Twilio)
WhatsApp channels connected via the official Meta API or via Twilio can disconnect when credentials expire or the number is unlinked on the provider side.
- In Settings → Inboxes, find the WhatsApp inbox with the alert.
- Access that inbox's settings.
- Check whether the credentials (token, number, SID) are still valid in your provider's dashboard (Meta or Twilio).
- If necessary, generate a new key in the provider and update the data in Papo.
- Save the changes and see whether the status changes to connected.
For cases involving the official Meta API, remember that Meta itself charges for conversations separately. Papo only reflects the connection you maintain with the provider.
Instagram and Facebook (Messenger)
Instagram and Facebook are connected in Papo through the login of the Facebook account linked to the pages.
- On the Inboxes screen, identify the Instagram or Messenger inbox that has an alert.
- Click the inbox to access its settings.
- If the session expired, Papo will ask you to log in again with the associated Facebook account.
- After logging in, permissions are renewed and the inbox starts receiving messages normally again.
Tip: if you recently changed your Facebook password, the connection will be lost and will need to be redone with the new password.
Other channels (Telegram, email, SMS, etc.)
For channels such as Telegram, email, or SMS, the process is similar: access the affected inbox, check whether the token, password, or API key are still valid on the source platform, and update them in Papo if needed.
In the specific case of Telegram, if the bot token was revoked, you will need to generate a new token with @BotFather and paste it into the inbox settings in Papo.
What is not affected when a channel goes down
Disconnecting one channel does not affect the other channels. If Instagram disconnects, WhatsApp and email continue working normally. Conversations already received from that channel remain in Papo's history — only the arrival of new messages is paused until reconnection.
Frequently asked questions
How do I know if my WhatsApp disconnected?
The status indicator next to the WhatsApp inbox changes to a red alert or disconnection message. In addition, new messages stop appearing in that number's queue. Papo may also display a notification in the dashboard informing you of the connection failure.
What should I do when Instagram appears as disconnected?
Go to the Instagram inbox settings and log in again with the Facebook account linked to the page. After granting permissions, the connection is restored. If the Facebook password was changed, use the new password in this step.
Does disconnecting one channel affect the others?
No. Each channel is independent. A Facebook outage, for example, does not interrupt message reception on WhatsApp or Telegram.
Do I need to reconnect Facebook for Instagram to come back?
Yes. Because Instagram integration in Papo goes through the Facebook account, reconnecting the Facebook session restores both Messenger and Instagram linked to that account.
Does the inbox status change automatically, or do I need to refresh the page?
The status is updated by Papo and may take a few seconds to reflect a change. If you reconnected, wait a moment and check whether the indicator now appears as connected.
Is it possible to receive an alert when a channel goes down?
Papo displays the alert visually in the Inboxes dashboard. Whether additional email notifications are sent depends on your account settings. Check the notification options in the dashboard to enable alerts whenever you want.
Read also: How to set different service hours for each team or inbox · How to set up rules to automatically assign conversations from a specific channel to a team
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