The WhatsApp card shows as connected, but messages customers send to your number never appear in your inbox.
Start by ruling out the simple explanation: send a WhatsApp message to your business number from a different phone and watch the inbox. If that message arrives, the channel is fine and the issue is with a specific sender or conversation.
The usual cause
Connecting WhatsApp involves two things: signing in, and granting Mando permission to receive messages for your number. The sign in can succeed while the permission step fails, which is what produces a card that looks connected but delivers nothing.
That permission step fails when the account used for signup does not have full admin control of the business portfolio that owns the number. Someone with limited access can complete the sign in but cannot grant the permission.
How to fix it
- Identify who has full admin control of the business portfolio that owns your WhatsApp number.
- Have that person sign in to Mando, or have them grant your account full admin control first.
- Open Settings, then Integrations and Channels, and disconnect WhatsApp.
- Select Connect again and complete signup with the admin account, leaving every permission enabled.
- Send a test message from another phone and confirm it arrives.
Also worth checking
- The number you are testing is the same number you connected.
- The number is not still active in the WhatsApp app on a phone, which keeps it on a different platform.
- Your AI agent is turned on, so replies are actually being sent.
Frequently asked questions
Will disconnecting lose past conversations?
Conversations already in your inbox stay there.
Can I just wait for it to start working?
No. A missing permission does not resolve on its own, so reconnect.
How do I know it worked this time?
Only by sending a test message and seeing it arrive. The card state alone is not proof.