Connection health
Spot a broken integration before your customers do, and reconnect it cleanly.
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Why connections break
Almost every broken integration comes down to a credential that stopped being valid, and almost none of them announce it:
| Cause | Affects |
|---|---|
| Password changed | Gmail, Outlook |
| Admin revoked third-party access | Gmail, Outlook, Meta |
| Employee left, their account disabled | Any OAuth connection |
| Temporary token used instead of permanent | |
| Store app uninstalled | Shopify |
| API key revoked or a security plugin added | WooCommerce |
Checking status
Connections shows every integration with its current state. A connection needing attention is flagged there — check it after any password change, admin policy change, or staff departure.
Reconnecting
Reconnecting is safe. It replaces the stored credentials and resumes syncing. Your tickets, contacts, and history are untouched.
- Open Connections
- Find the flagged integration
- Choose Connect and complete the flow again
For WhatsApp, generate a permanent system-user token rather than a temporary one — a temporary token expires within a day and the channel goes quiet with no obvious cause.
The silent failure to watch for
The dangerous case is not a connection that breaks loudly. It is one that breaks quietly on a channel with low volume — a WhatsApp number nobody has messaged for two days, or a secondary mailbox.
Two habits catch this:
- Check Connections after any credential or personnel change
- If a channel goes unusually quiet, test it rather than assuming it is a slow week
Disconnecting deliberately
Disconnecting removes credentials and stops syncing. For mailbox connections it also clears tickets and contacts sourced from that connection, so only disconnect if you intend to remove that history. If you just want to pause, reconnect later rather than disconnecting.
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