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Pause Traffic in a WhatsApp Unified Messaging Channel
If you need to pause traffic in a Unified Messaging WhatsApp channel, temporarily disconnect the Service Cloud Digital Engagement and Marketing Cloud Engagement apps in Setup.
| Available in: Lightning Experience |
Available in:
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Pausing traffic can give you a chance to troubleshoot your channel configurations. You can pause all traffic to the channel, or pause only Digital Engagement (service) or Marketing Cloud Engagement traffic.
- In Setup, go to the Your Numbers page under WhatsApp.
- Click the WhatsApp number whose traffic you want to pause.
- Click Disconnect next to one or both applications.
- Save your changes.
When traffic is paused, messages can’t be sent from or to the number in question. Agents and bots receive errors if they try to send messages, and automated outbound messages aren’t delivered. Agents can mark open messaging sessions inactive if you intend to resume traffic within 48 hours. The number is still associated with your channel in Salesforce and it isn’t available for use in another channel or with a different business service provider.
When you’re ready to resume traffic, reconnect the application or applications on the same page in Setup. After 48 hours of traffic being paused, all open sessions are ended. If traffic is resumed before 48 hours pass, agents and bots can continue to handle their open sessions.
