Channels
Connection health
Spot a channel that has stopped delivering, reconnect it without losing history, or disconnect it.
A connected channel can stop working if the platform stops accepting OrbitBase's access. This can happen when a token is revoked, a password changes, permissions are removed, or access expires. When that happens, OrbitBase tells you straight away so you can fix it before customers notice.
Channel statuses
Each account under Connected on the Channels page shows one of two statuses:
| Status | What it means |
|---|---|
| Connected | Messages are arriving and your agent is replying. The card shows when the channel was connected. |
| Not delivering | The platform rejected OrbitBase's access. Customers on this channel may not be reaching your agent or hearing back. The card shows how long it has been failing. |
The website widget doesn't have these statuses, because there's nothing to connect. It's either Active or Off. See Website widget.
When a channel needs reconnecting
A channel that's not delivering turns yellow on the Channels page and shows a Reconnect this channel banner. Under the banner, you'll see the reason, either the platform's own explanation or OrbitBase's.
You'll also hear about it by email. Workspace owners and admins get an email when a channel stops delivering, unless they've turned that email off. See Notifications.
Messages that did arrive are waiting in your inbox. If the agent couldn't reply to a customer, the conversation is handed to your team, so a person can follow up once the channel is working again.
Reconnect a channel
Reconnecting updates the existing channel. Its conversations and their history stay exactly as they are.
Open the Channels page
In the sidebar, click Channels and find the channel marked Not delivering.
Click Reconnect
Click Reconnect on the channel's card.
Renew access
For Telegram, paste a fresh bot token. It must be for the same bot. For Messenger, Instagram, WhatsApp and Slack, sign in to the platform again and confirm the same account.
Check the status
When it's done, the card shows Connected again and the banner disappears.
For Messenger, Instagram, WhatsApp and Slack, signing in to an account that's already connected also refreshes its access. If a channel is acting up, signing in again is a safe first step.
Common reasons a channel stops delivering
- Telegram. The bot token was revoked or regenerated in BotFather. Get the new token from BotFather and paste it.
- Messenger. You're no longer an admin of the Page, or the Page's messaging permission was removed. Sign in again and grant access to the Page.
- Instagram. OrbitBase renews Instagram's access automatically. If renewal fails, for example after a password change, sign in again.
- WhatsApp. Access to the WhatsApp Business Account was removed in your Meta Business settings. Sign in again and grant WhatsApp messaging access.
- Slack. The app was removed from your Slack workspace, or the connection was made before OrbitBase supported files. Reconnect and approve the app again.
Disconnect a channel
Disconnect a channel when you no longer want your agent to answer on it.
Find the channel
On the Channels page, find the account under Connected.
Click Disconnect
Click Disconnect on its card.
Confirm
Read the confirmation and click Disconnect again.
When you disconnect a channel:
- Your agent stops replying to messages on that account.
- Past conversations stay in your inbox. Their Account shows as Disconnected, and you can no longer reply to them.
- The channel no longer counts toward your plan's messaging channels.
- You can connect the account again later, here or in another workspace.
Only workspace owners and admins can reconnect or disconnect channels.