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Disconnect your WhatsApp line from the CRM

Updated 2026-07-22

In two lines: disconnecting removes the same layers as connecting, in reverse: 1) the lead source, 2) the CRM channel, 3) the connection in Data Sources. The order matters — MB Suite enforces it so nothing is left half-connected.

What happens to the WhatsApp on my phone?

If you connected in coexistence mode, nothing: your number never stopped living in your phone's WhatsApp Business app, and it keeps working exactly the same during and after the disconnect. Disconnecting only removes MB Suite from the picture — it doesn't touch your app, your chats, or your account. See Coexistence: the same number in your app and in MB Suite.

The conversation history in the CRM is also kept: you keep seeing it in each contact's and deal's record. What stops is the new activity — after disconnecting, new messages no longer arrive in the CRM.

Disconnect in 3 steps (the order matters)

  • Remove the lead source in CRM > Settings > Sources: delete the WhatsApp source pointing to the line. New inquiries stop entering the funnel; existing prospects and deals are untouched. If the confirmation mentions releasing the number, remember: on a line connected in coexistence your number is never released or touched.
  • Remove the CRM channel in CRM > Settings > Lines with Delete WhatsApp channel (the same list also appears in Phones). This unsubscribes the line from Meta for MB Suite: the CRM stops receiving messages from that number.
  • Disconnect the connection in Settings > Data Sources: remove the WhatsApp Business connection so no active authorization remains.
MB Suite enforces the order: if the line still has an active lead source, the Delete WhatsApp channel button refuses and asks you to remove the source first. And disconnecting only in Data Sources leaves the process halfway: the CRM can no longer send, but the line is still subscribed in Meta. Complete the 3 steps so everything is consistent.
Is it temporary? If you only want to stop new inquiries for a while, use Pause on the source in CRM > Settings > Sources instead of deleting everything — you avoid redoing the whole setup when you come back.

Am I left exactly as I was before connecting?

It depends on the mode you used when connecting:

  • Coexistence: yes. Your number kept living in your phone's app the whole time; when you disconnect, everything stays as it was.
  • API-only number: the number is freed so you can use it again in the WhatsApp Business app (mobile or web) — you'll need to scan the QR from the app again to activate it there.
  • Number purchased in MB Suite: the line goes back to voice and SMS only (you keep using it from Phones); deleting the WhatsApp channel doesn't release the purchased number.

Revoke MB Suite's access in Meta too (optional)

If you also want to remove the authorization on Meta's side, go to business.facebook.com > Business settings > Business integrations and remove MB Suite CRM. This fully revokes the app's access to your WhatsApp Business account. If you reconnect later, Meta will ask for the permissions again from scratch.

Want to come back? Reconnecting takes a few minutes: Connect or buy your WhatsApp line: the 5 ways.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.