Inbox disconnected: how to reconnect, and what deleting an inbox does

An inbox shows Disconnected when Google or Meta stops accepting the access you gave Commslayer. Until you reconnect, that inbox doesn't send or receive. You fix it by signing in again from the inbox settings, and your conversations stay where they are.

Don't delete the inbox to fix a disconnect. Deleting removes all of its conversations from Commslayer.

How you'll notice#

• A banner above your conversations: "Your inbox "Support" is disconnected. Messages won't be sent or received until it's reconnected." With several inboxes, it gives a count instead of a name

• A status badge: in Settings → Inboxes the inbox shows Disconnected. The Disconnected tab lists all of them

• An email to the account administrators, sent if the inbox is still disconnected a while later

The banner counts every inbox you have access to, including old ones nobody uses any more. If your messages still arrive as usual, the banner is probably about an older inbox.

Which inboxes can disconnect#

• Gmail quick setup (connected by signing in with Google): yes

• Meta (Facebook, Instagram, Messenger): yes

• Standard setup email: no. It has no sign-in that can expire. If it isn't receiving, the cause is forwarding

Email troubleshooting →

Reconnect a Gmail quick setup inbox#

Only administrators and managers see the Reconnect button.

1. Go to Settings → Inboxes and click Reconnect on the disconnected inbox
2. Click Click here to reconnect. in the red bar at the top of the inbox page
3. In the Google window, sign in with the Google account whose address is the inbox address
4. Allow every permission Commslayer asks for
5. Wait for the "Reconnection successful" message

After you reconnect, Commslayer pulls in email from roughly the last 2 days. Anything older stays in your Gmail mailbox.

Reconnect a Meta inbox#

1. Go to Settings → Inboxes and click Reconnect on the Meta inbox
2. Click Click here to reconnect.
3. Log in with Facebook and approve the access Commslayer asks for. Select every Page and Instagram account you want connected

One reconnect covers both the DMs and the Comments inbox of that Page. Direct messages that arrived while the inbox was disconnected are not fetched afterwards, so check Instagram and Messenger directly for that period.

A DMs or Comments inbox is missing? Go to Settings → Inboxes → Add inbox → Meta and pick the Page. Commslayer adds the missing inbox and leaves the other one as it is.

Meta inbox not showing or stuck? →

If it keeps going back to Disconnected#

• Not every permission was allowed. Reconnect and allow everything on the Google or Meta screen

• Access was removed. Google stops accepting the old access when Commslayer is removed from the Google account, and usually after a password change. Reconnect with the same account

• You signed in with a different Google account. The reconnect is refused unless the account's address matches the inbox address

• The mailbox isn't hosted by Google. Gmail quick setup needs a Gmail or Google Workspace mailbox. If your email is hosted somewhere else, reconnecting won't fix it. Contact support from the chat inside the app and our team moves the inbox to Standard setup. The inbox and its conversations stay

• The address changed. After a domain or brand rename, create a new inbox for the new address and keep the old one for its history

What deleting an inbox does#

• The inbox disappears from the sidebar and from Settings → Inboxes straight away

• All of its conversations and messages disappear from your conversation lists and from search

• Nothing new comes in, and replies that were waiting to be sent from that inbox aren't sent

• The address or Page is released. It can be connected again as a new inbox, in this account or another one. The new inbox starts empty. The old conversations don't come back with it

Before anything is removed you see this warning: "This action will permanently delete this inbox and all its messages. This cannot be undone." There is no option to move an inbox's conversations to another inbox first.

When deleting is the right choice:

• You no longer use the inbox and don't need its history

• You want to use the email address in another Commslayer account. An address can belong to one inbox only

To delete, go to Settings → Inboxes, click the arrow next to Manage (or Reconnect) on the inbox, choose Delete, type DELETE and click Delete inbox. Only administrators and managers can delete inboxes.

Deleted an inbox by mistake?#

Contact support from the chat inside the app and tell us which inbox it was and when you deleted it. If you've already added the same address or Page again as a new inbox, say so in your message.

Common problems#

The banner says an inbox is disconnected, but we still receive messages

Your working inbox is fine. The banner points at a different inbox in the same account, often an old one. Open Settings → Inboxes → Disconnected to see which. Reconnect it, or delete it if you no longer need its conversations.

I don't see a Reconnect button

Only administrators and managers see it.

Can you reconnect it from your side?

No. Reconnecting means signing in to your Google or Meta account, and only you can do that.

My WhatsApp templates are missing. Do I need to re-add the inbox?

No. WhatsApp inboxes don't disconnect this way, and templates refresh in the background.