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Check connection health

Connection Health tests your WhatsApp connection straight against Meta. At the end, you know whether messages can go out and come in, and you have a clear fix for anything that failed. A check takes a few seconds.

Before you start

  • You can open Manage in the WhatsApp panel. If not, ask your admin.
  • You added a WhatsApp number to Ohanvi. See Connect your WhatsApp number.

What the four checks mean

Check What it tests What a failure usually means
Configuration That your WhatsApp setup has an access token, a WABA ID and a Phone Number ID. A field is empty, or no configuration exists yet.
Access token & number That Meta accepts your token and that the number is CONNECTED. It also reads the number's quality. The token expired or was revoked, the Phone Number ID is wrong, or the number is restricted.
Webhook subscription That your WhatsApp Business Account is subscribed to an app, and that the messages field is on. Customers' replies do not reach Ohanvi.
Callback verify token That a webhook verify token is saved. Meta cannot confirm your webhook.

Quality rating

Meta limits or blocks sending when a number's quality reaches RED. If the check warns about quality, send fewer messages and soften your wording.

Steps

Run the health check

  1. Open WhatsApp in the left rail, then select Manage.

  2. Select Connection Health. The page title reads Connection health, and it starts a check.

    Connection health showing Everything checks out and four checks: Configuration, Access token and number, Webhook subscription and Callback verify token

  3. Read the line at the top. Everything checks out — messages should be sending normally. means all is well.

  4. Read each of the four checks. A failed check shows what went wrong and how to fix it.

Fix a failed check

  1. Find the failed check in the list.
  2. Read its detail line and its fix line.
  3. Make the change. The next sections explain the usual fixes.
  4. Click Re-check. The page runs all four checks again.

Usual fixes:

  • Configuration: open Settings → WhatsApp → Configuration. Fill in the missing token or ID, then save. See Connect your WhatsApp number.
  • Access token & number: paste a new permanent access token, and check the Phone Number ID.
  • Webhook subscription: reconnect the webhook. See Webhooks and integrations.
  • Callback verify token: save the same verify token here that you entered in your Meta app.

Run the check again

  1. Click Re-check at any time.
  2. If the check could not run, click Retry.

Troubleshooting

Issue Cause Fix
No WhatsApp configuration found for this organisation. No number is added yet. Add your Cloud API credentials in Settings → WhatsApp → Configuration.
Could not run the health check. Ohanvi could not reach the service. Click Retry.
The health check did not return a result. The check returned nothing. Click Re-check.
Meta rejected the request The access token has expired or was revoked. Create a new permanent token and save it in Configuration.
This WABA is not subscribed to any app Meta does not send incoming messages to Ohanvi. Subscribe the account again. See Webhooks and integrations.
The messages field is missing The webhook is subscribed, but not to messages. Turn on the messages field in your Meta app.