Applicable to Administrators
The WhatsApp Cloud Capture parallel web session occasionally disconnects. The user will have to reconnect to continue archiving chat messages.
When the parallel web session disconnects, Smarsh alerts the user and the admin through an email. Based on the company settings, the email alert is sent on a daily or weekly basis until the disconnected user's session is successfully reconnected.
The parallel web session disconnects mostly due to the following reasons:
Power internet connection: Unreliable or slow internet connection can cause WhatsApp to time out and disconnect due to a lack of communication between the app and the server.
Inactive user session: The WhatsApp server could treat the parallel web session as inactive leading to disconnection.
Inactive phone session: If the user's phone is disconnected for more than two weeks, all linked devices and web sessions are disconnected.
Server restart: When the WhatsApp server updates, version updates might disrupt connection.
Encryption token refresh: Every few months, the encryption token between the WhatsApp and your mobile device must be updated. These updates could cause a disconnection, and you must re-scan the QR code to reconnect to the parallel web session.
Switch between WhatsApp modes: If the user switches from the single device mode to multi-device mode, the parallel web session is disconnected. An SMS is sent to the user's registered mobile number with instructions to reconnect. An email is sent to the admin and a system event is logged in the archive. After the user successfully reconnects, a confirmation SMS is sent to the user. The confirmation email is sent to the admin. The reconnection is logged as a system event in the archive.
For more information, see WhatsApp Cloud Capture Reports. If your parallel web session is disconnecting more frequently than expected, contact Smarsh support.