Connections in Papo (https://papo.global/), also known as instances, are the technical links that integrate your external communication channels — such as WhatsApp, Instagram, and Email — with the platform. They act as the "bridge" that allows messages to flow into your unified inbox. You can manage all your connections in the "Inboxes" section, located in your account's "Settings" menu.
For your customer service operations to run without interruptions, it's essential that the connections to your channels are always active. Papo centralizes the management of these connections, allowing you to quickly identify and resolve issues, ensuring no customer conversation is lost.
What is the difference between an Inbox and a Connection?
Although the terms are used in related ways, they represent different concepts on the platform:
- Connection (or Instance): This is the technical and authentication link with the source platform (e.g., Meta's API for WhatsApp and Instagram, your email server, the Telegram bot). It's the "bridge" that retrieves and sends messages.
- Inbox: This is the interface within Papo where your team views and responds to conversations that arrive via a Connection. It's the workspace associated with a specific channel.
In summary, every Inbox you create in Papo is powered by a Connection. The status and health of this Connection are managed through the settings of the corresponding Inbox.
How to view and manage your Connections
Accessing the management panel for all your connections is a simple and centralized process. Only users with administrator permissions can access this area.
- Log in to your Papo dashboard.
- In the sidebar menu, click the Settings icon.
- Within the settings, select the Inboxes option.
On this screen, you will find a list of all Inboxes created in your account. Each one represents an active Connection with a channel and displays a status indicator, providing a quick overview of the health of your entire communication operation.
Understanding the status of each Connection
Next to each Inbox, a visual indicator shows whether the connection to the source channel is working correctly. Knowing what each status means is crucial for quick action.
| Status | Meaning | Recommended Action |
|---|---|---|
| Active / Connected | The Connection is working correctly. New messages are being received in real-time in your Papo Inbox. | No action is needed. Your team can continue customer service as usual. |
| Inactive / Disconnected | The Connection to the source platform has been lost. New messages will not reach Papo until the issue is resolved. | You need to reconnect the channel. Click on the Inbox settings to start the reauthentication process. |
| Requires Attention / Error | There is a configuration or authorization issue preventing the Connection from working. This could be a changed password, an expired token, or revoked permissions. | Check credentials and permissions on the source platform (e.g., Meta Business Suite). Follow the on-screen instructions in Papo to correct the error. |
Common causes of disconnection and how to troubleshoot
A Connection can be interrupted for various reasons, most of which are related to security policies or updates on the source platforms.
Most common causes:
- WhatsApp (Official Meta API): The password of a Meta Business account administrator was changed, or the permissions granted to Papo were manually revoked in Meta Business Manager.
- Instagram and Facebook: The password of the linked Facebook account was changed. For security reasons, Meta also requires third-party app authorizations to be renewed periodically.
- Email (IMAP/SMTP): Your email account password was changed, or your provider's server settings (port, SSL/TLS) were altered.
- Telegram: The "Bot Token" generated by BotFather was revoked, or a new token was created, invalidating the previous one.
How to reconnect a channel:
When a connection fails, there's no need to create a new Inbox. Simply revalidate the existing one.
- Navigate to Settings → Inboxes.
- Locate the Inbox with "Inactive" or "Requires Attention" status.
- Click the Settings icon corresponding to that inbox.
- The platform will display a clear warning and a button to Reconnect or Reauthenticate.
- Follow the on-screen instructions. Typically, the process involves logging back into the source platform (e.g., logging in with your Facebook account) and granting the necessary permissions for Papo to manage messages again.
After following these steps, the Connection status should return to "Active" within moments.
Frequently Asked Questions
Where do I manage my Connections?
You manage the status of your Connections in the Inboxes section, within the Settings menu. Remember that only users with administrator permissions have access to this area of the platform.
What happens to messages if a Connection goes down?
When a Connection is interrupted, Papo stops receiving new messages from that channel. The existing conversation history remains accessible, but no new interactions will be synchronized until the Connection is re-established.
Why does my Instagram or Facebook Connection frequently disconnect?
This usually happens due to Meta's security policies (the company that owns Facebook and Instagram). Meta may periodically invalidate login sessions and third-party app authorizations to protect the user's account. Changing your Facebook account password also causes an immediate disconnection.
Do I need to create a new Inbox if the Connection fails?
No. You do not need to create a new Inbox or lose your history. Simply follow the Reconnect or Reauthenticate process in the settings of the existing Inbox to restore the Connection.
How do I know which provider my Connection uses?
On the Inboxes screen, the list of connections usually displays the provider associated with each channel, such as "WhatsApp (Meta)" or "Telegram," helping to identify the origin of the connection.
Can I manage Connections via the API?
Yes, Papo's API allows you to list your account's instances (connections) for external monitoring. For more details on available endpoints, please consult the official API documentation.
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