## Overview

There is a classic silent failure on WhatsApp Web: the session stays up, the panel says
**Connected**, and yet no new message reaches the inbox. The channel goes mute without ever looking
sick.

Until now the **Account health** panel could not show this, because its indicators were not measuring
delivery:

- **Last activity** was the moment the channel record was last saved — and it gets saved for several
  reasons that have nothing to do with receiving a message. The timestamp looked fresh even when the
  channel had been silent for days.
- The panel never showed the state of the **event subscription**, which is exactly the link that can
  break without taking the session down with it.

The panel now has an **Event delivery** row, **Last activity** is the last message actually received,
there is an amber *connected but no traffic* warning, and there is a button to **reconnect event
delivery** without leaving the screen.

## Prerequisites

- A **WhatsApp Web** inbox that is already paired.
- Access to **Settings → Inboxes → (the inbox) → Account health**.
- Any agent can **read** the panel. Only **administrators** can use the reconnect event delivery
  button.

## Step by step

1. Open **Settings → Inboxes** and pick the WhatsApp Web inbox.
2. Go to the **Account health** tab.
3. Read these three indicators, in this order:
   - **Connection** — is the session up?
   - **Event delivery** — is the path to this inbox registered?
   - **Last activity** — when did the last real message arrive?
4. If **Event delivery** is red (**Not registered**), or if **Last activity** is amber, click
   **Reconnect event delivery**.
5. Wait for the confirmation. The panel refreshes itself with the result in the same action.
6. Ask someone outside (another phone, not the paired device) to send a message to the number and
   confirm it shows up in the inbox.
7. If the test message arrives, the channel is delivering. If it does not, go to the troubleshooting
   section.

The panel refreshes itself every 30 seconds while the tab is open and shows the time of the last
refresh. There is also a manual refresh button.

## Settings & options

Each row answers a different question. Reading them as if they all meant the same thing is what
created the false sense of health.

| Indicator | What it actually measures | When it deserves attention |
| --- | --- | --- |
| Phone number | The number paired to this inbox | Shows *pending* until pairing completes |
| Connection | Whether the WhatsApp Web session is online right now | Disconnected, Banned, Reauth required or Pending pairing |
| Service reachable | Whether the WhatsApp Web service is responding | **No** means an infrastructure issue, not a problem with your number |
| Logged in | Whether the account has an active, paired session | **No** means pairing has to be redone |
| Ban status | Whether WhatsApp applied a temporary ban to the device | Any value other than clear |
| Reauthorization | Whether WhatsApp invalidated the session (e.g. remote logout) | **Yes** — you must pair again |
| **Event delivery** | Whether the path for incoming events into this inbox is registered | **Not registered** — nothing will arrive until you reconnect |
| **Last activity** | Date and time of the **last message received** in this inbox | Turns amber when the channel is connected and has been silent longer than expected |
| Connection ID | Internal identifier of this connection | Only useful when contacting support |

Colors always follow the same logic: **green** is normal, **amber** asks for a look, **red** is a
problem that requires action.

### The reconnect event delivery button

- It **re-presents** this inbox's delivery address to the WhatsApp Web service.
- It is **idempotent**: click it as many times as you like, with no side effects. Reconnecting twice
  is the same as reconnecting once.
- It does **not** disconnect the session, does **not** log out, does **not** ask for the QR code
  again, does **not** erase conversations and does **not** discard messages already received.
- When it finishes, the panel comes back with refreshed values.

## Use cases

- **The team reports that "messages stopped arriving", but the screen says Connected.** This is
  exactly the scenario the Event delivery section exists to reveal.
- **After maintenance, an upgrade or a restart of the WhatsApp Web service.** That is when the
  delivery registration is most likely to be lost without the session dropping along with it.
- **A weekly check on low-volume numbers.** On those numbers silence is common, so a failure takes a
  long time to be noticed through normal support traffic.
- **Before escalating a customer complaint.** Confirming whether the message arrived at all is the
  first step, before investigating queues, routing or agent handling.

## Tips, limits & best practices

Be honest about what this warning is — and above all about what it is **not**.

- **The warning is based on time without a received message, and nothing else.** It measures silence,
  not integrity. It does not test the connection and does not try to deliver anything to verify. A
  channel flagged as silent may be perfectly healthy and simply quiet.
- **The opposite is also true:** green only means something arrived recently. It is not a guarantee
  that the next message will arrive.
- **Only received messages count.** Messages sent by your team do not count. A number used only for
  outbound campaigns will look silent even while working.
- **The warning takes about two days.** It does not appear after a few minutes of silence, and it
  only appears while the connection reads **Connected**.
- **A brand-new inbox is never flagged.** An inbox less than two days old does not get the warning,
  precisely so it does not accuse a channel that has simply not received its first message yet.
- **The lookup covers the last 30 days.** If there is no message in that window, the panel reports
  *at least 30 days* — an honest floor, not the exact date. The silence may be much older.
- **Normal silence exists.** Weekends, holidays, overnight hours, low season and seasonal numbers all
  produce amber without anything being broken. Treat the warning as an invitation to check, not as a
  diagnosis.
- **The definitive confirmation is always the test message.** No indicator replaces sending a message
  from another device and watching it show up.
- **Reconnecting does not fix everything.** It repairs a lost delivery registration. It does not fix
  a powered-off phone, an unpaired number, an invalidated session or a ban.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| Event delivery shows **Not registered** | The delivery registration was lost (common after service maintenance) | Click **Reconnect event delivery** and test from another phone |
| Connected, Last activity amber, weekend or low-volume number | Normal silence | Confirm with a test message; if it arrives, ignore the amber |
| Connected, amber, and the test message does **not** arrive | Delivery interrupted even with the session up | Reconnect delivery, wait a few seconds, test again; if it persists, contact support with the connection ID |
| Connection shows **Reauth required** | WhatsApp invalidated the session (e.g. logged out from linked devices on the phone) | Pair again; delivery cannot work without a valid session |
| Connection shows **Banned** | Temporary ban applied by WhatsApp | No delivery action fixes this; wait out the period and review sending volume and pace |
| Connection shows **Pending pairing** | The inbox was never paired | Complete pairing by scanning the QR code on the phone |
| **Service reachable: No** | The WhatsApp Web service is not responding | This is not about your number; contact whoever operates the installation |
| The reconnect button returns an error | You are not an administrator, or the service is down | Ask an administrator; if it fails for them too, check **Service reachable** |
| Everything green, but the customer swears they sent it | They may have written to a different number, or the sender is on the ignored list | Confirm which number the customer used and review the inbox ignored list |

## See also

- [WhatsApp Web with WazMeow](/hc/ajuda/articles/inboxes-channels-whatsapp-web-wazmeow-en)
- [WhatsApp Web ignored list](/hc/ajuda/articles/inboxes-channels-whatsapp-web-lista-ignorados-en)
- [Inbox settings](/hc/ajuda/articles/inboxes-channels-configuracoes-de-inbox-en)
- [Inboxes and channels overview](/hc/ajuda/articles/inboxes-channels-overview-en)