> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/settings/how-to-set-up-channel-disconnected-email-alerts.md). # How to set up channel disconnected email alerts Learn how to get an email the moment Meta disconnects one of your WhatsApp channels, and how to choose who receives the alert and which channels it covers. Sometimes Meta disconnects a WhatsApp number (channel) from your account. When that happens, messages, automations, and bots on that number stop working. Until now, a team might only notice when customers stopped getting replies. The channel disconnected email alert tells you right away, so you can fix it quickly. This article explains what the alert is, who gets it, and how to set it up. #### What's covered * [What is the channel disconnected email alert](#what-is-the-channel-disconnected-email-alert) * [What the email contains](#what-the-email-contains) * [Who receives the alert](#who-receives-the-alert) * [How to set up the alert](#how-to-set-up-the-alert) * [Who can change these settings](#who-can-change-these-settings) * [Good to know](#good-to-know) * [Key takeaways](#key-takeaways) * [Frequently asked questions](#frequently-asked-questions) * [Related articles](#related-articles) #### What is the channel disconnected email alert It is an automatic email that DoubleTick sends when one of your WhatsApp channels gets disconnected by Meta. A channel is a WhatsApp number connected to your DoubleTick account. This alert helps you in three ways: * **Less downtime**: You find out the moment a channel is disconnected. * **No missed conversations**: Customer chats don't go unanswered while a channel is silently offline. * **No manual checking**: The right people are informed without anyone having to keep an eye on the channels. #### What the email contains Each alert email includes: * The channel name and phone number. * When the channel was disconnected. * A **Reconnect this channel** button that takes you straight to the channel's settings. #### Who receives the alert * **By default**: Every Owner and Team Lead in your organization receives the alert. * **Extra recipients**: You can add any other email address, such as an operations or IT inbox. * **Opting out**: You can remove an Owner or Team Lead from the alert if they don't want it. #### How to set up the alert
* Open DoubleTick and go to **Settings**. * Under **Account**, click **Email alerts**. You will see two sections here: **Low wallet balance** and **Channels disconnected by meta email alerts**. * In **Channels disconnected by meta email alerts**, make sure the toggle on the right shows **Enabled**. The alert is on by default, so it may already be turned on. * In the **Email recipients** field, type an email address and press **Enter** to add it. Repeat for everyone who should get the alert. The total number of recipients is shown below the field. * To remove someone, click the **×** next to their email address. * Choose which channels the alert covers. By default, it covers all your WhatsApp channels. If you pick specific channels, you will only get alerts for those channels. Once this is set up, whenever any of the selected channels is disconnected by Meta, everyone on the recipient list gets an email saying which number was disconnected. If you also want in-app or push notifications, you can turn them on from the **Notifications** section in Settings. #### Who can change these settings * Anyone in your organization can view the email alert settings. * Only users with the **Email Alerts** permission can change them. By default, Owners and Team Leads have this permission. #### Good to know * You get one email per disconnection, not repeated emails for the same event. * If you use webhooks, the same event is also available as **Channel disconnected by Meta**, so your own systems can react to it. #### Key takeaways * DoubleTick emails you as soon as Meta disconnects one of your WhatsApp channels. * The email shows the channel name, phone number, disconnection time, and a button to reconnect. * Owners and Team Leads get the alert by default, and you can add or remove recipients. * You can turn the alert on or off, manage recipients, and choose which channels it covers in **Settings** → **Email alerts**. * Only users with the Email Alerts permission can change these settings. #### Frequently asked questions
What happens when a channel is disconnected by Meta? Messages, automations, and bots on that number stop working until you reconnect the channel.
Is the alert turned on by default? Yes. The alert is on by default and covers all your WhatsApp channels.
Who gets the email by default? Every Owner and Team Lead in your organization. You can add other email addresses or remove anyone who doesn't want it.
Can I get alerts for only some of my numbers? Yes. Choose specific channels in the alert settings, and you will only get alerts for those channels.
Will I get many emails for the same disconnection? No. You get one email per disconnection.
How do I reconnect the channel? Click the **Reconnect this channel** button in the email. It takes you straight to the channel's settings.
Why can't I change the alert settings? Only users with the Email Alerts permission can change them. By default, that is Owners and Team Leads. Everyone else can only view the settings.
Can my own systems react when a channel is disconnected? Yes. If you use webhooks, the same event is available as **Channel disconnected by Meta**.
#### Related articles {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/Aa52P4uYmCLHqUTGxGcu" %} [How to Set Up Low Wallet Balance Email Alerts in DoubleTick](/settings/how-to-set-up-low-wallet-balance-email-alerts-in-doubletick.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/Iuf8lM8HfYZrikuGEjus" %} [How to Manage Channels](/settings/how-to-manage-channels.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/BPKrX0SiySXucCL8ZEMz" %} [How to enable notifications](/settings/notifications/how-to-enable-notifications.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/mjRAF4BpKorMHg5F5JzQ" %} [How to set permissions for custom organization role](/settings/manage-roles/how-to-set-permissions-for-custom-organization-role.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://learn.doubletick.io/settings/how-to-set-up-channel-disconnected-email-alerts.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.