Everything on the Connections page and each connection's own page - statuses, renaming, WhatsApp usernames, pause, resume, OTP-confirmed delete, and per-number settings.
A connection is a WhatsApp number linked to your Switchboard. The Connections page lists every connection, and each connection has its own page for its settings. This page covers managing a number you've already connected. To connect one, see Setup or Getting started.
The Owner is the Switchboard's first Admin - normally whoever created it. The Owner has every Admin permission, and a few account emails go only to the Owner, including the delete confirmation code. The Manager column shows the defaults: an Admin can give a Manager the Manage connections permission (rename, pause, resume, delete, forwarding, calling and username) or the Manage API keys permission, person by person. A change the person isn't allowed to make doesn't save, and where a section is read-only it says so - for example "Only an Admin can change message forwarding." See Permissions.
The header reads "Manage the WhatsApp Business Account connected to your number." Below it, a strip shows:
1/3 connections used. The bar fills as you use your plan's
connections.When every connection your plan allows is in use, Connect another number is turned off and the strip reads "You've used every connection your plan allows." (AVX-3009). Pause or delete a connection, or upgrade on Change plan, to free a slot.
Below the strip you'll find:
A Switchboard with no connections and no saved setup opens straight into the setup wizard.
Your plan sets how many numbers you can connect (see Plans). The limit is one shared pool across every Switchboard you own on that plan, not a separate limit per Switchboard. Spend it however you like: several numbers in one Switchboard, or one each across several.
Only connections with the Connected status count toward the pool. A paused connection doesn't, so pausing a number frees its slot.
Each card shows:
For a Connected or Paused connection, the card also shows:
At the bottom are the Manage menu, Settings and Open in Meta. Settings opens the connection's own page. Open in Meta opens this number's WhatsApp Business Account in Meta's WhatsApp Manager in a new tab.
The name is a label for your team - it shows across the dashboard and in emails about the connection. It isn't sent to Meta and customers never see it. Admins only.
Click the pencil
Hover the connection's name on its card or its own page, then click the pencil.
Type a name and save
Type 1 to 60 characters and click the check mark. The Avox Avatar says "Renamed."
A WhatsApp username lets customers find and message your business by a name such as @acme_support
instead of only your phone number, and open a chat with a short link like wa.me/acme_support. Avox
sets it through Meta's Username API. It needs an Admin (or the Manage connections permission),
and the connection must be Connected.
Usernames are Meta's feature, and Meta decides which names are available. Meta is opening them up country by country and account by account, and each name is unique across all of WhatsApp - so a name that's taken or protected (for example, a well-known brand) goes to its owner. Meta's own suggestions for your number are the most likely to be approved.
Open the username row
On the connection's card, or in the WhatsApp username section of its own page, click Set a
WhatsApp username (or your current @username to change it).
Pick a name
Type one, or click one of Suggested by Meta for this number - names Meta proposes for your number, which Meta says are more likely to be approved. A checklist under the field turns green as each rule is met:
.) and underscores (_) - capitals become lowercasewww.com, .org and so on)Save
Click Save. Avox sends the name to Meta and shows Meta's answer:
If Meta doesn't return username details for your number, the editor says so: usernames may not be open to it yet, but you can still try saving one.
The Manage menu on each card (and in the summary at the top of the connection's own page) holds Pause, Resume and Delete. Admins only.
Available when the connection is Connected. Pausing is an Avox setting - nothing changes on Meta's side, and your number stays registered with WhatsApp.
While a connection is paused:
connection_paused - see
API errors).If the pause fails, you see "Couldn't pause that connection" with "Couldn't pause that connection. Try again." (AVX-3020).
Available when the connection is Paused. Resuming takes a slot in your plan's connection pool again, so Avox checks you still have room first. The avatar says "Back and connected."
A connection paused for billing doesn't show Resume in its menu at all - it resumes by itself when the payment is resolved. A connection paused by Avox support is resumed by Avox support: contact Support.
Deleting removes the connection from your Switchboard. Because it's permanent after a short grace period, Avox confirms it with a one-time code sent to the Owner.
Click Delete
Choose Delete in the Manage menu. A red box opens under the menu and reads "Sending a code to the Switchboard owner's email...". Avox emails a 6-digit code to the Switchboard's Owner - even when another Admin clicked Delete.
Get the code
The box now reads "Enter the 6-digit code emailed to the Switchboard owner to confirm deleting this connection." The code is valid for 10 minutes. If you're not the Owner, ask them for it. Requesting a new code cancels the previous one.
Enter it and confirm
Type the code and click Confirm delete, on the same account that clicked Delete. You see "Connection deleted - It's kept for 6 days before being permanently removed." Click Cancel instead to stop.
What happens next:
Need a deleted connection back? Contact Support within the 6 days. After that, connect the number again from scratch with the setup wizard.
After 5 wrong attempts the code stops working; click Delete again to get a new one.
Click Settings on a card to open the connection's own page. Its title is the connection's name, with "Everything about this WhatsApp connection - status, message forwarding, and Meta-side management." and a Docs button. Back to connections returns to the list.
The page has these sections, top to bottom:
Sends each new incoming customer message on this number to your own HTTPS endpoint, signed by Avox (this section used to be called Webhook Override). It has an on/off switch, the Endpoint URL with Save URL, the Signing secret with Rotate secret (or Create secret before the first one exists), Send test event, and Recent deliveries with Payload and Resend. Admins can change it; everyone can see it and the delivery log. Only customer messages are forwarded - delivery statuses, calls and messages your team sends stay in Avox. The full guide is on Message forwarding.
The Outbound API keys section lets your own server send WhatsApp messages from this connection through the Avox API, without ever holding Meta's access token:
POST https://api.avox.com/api/messages/send
Authorization: Bearer avx_live_...
See API keys for every step, and Authentication for how to send the key.
A switch for WhatsApp's recipient identity protection. When it's on, Meta blocks a message with
error 137000 if the WhatsApp account behind the recipient's phone number has changed since you last
messaged them - for example a recycled phone number or a customer moving to a new account. It's
recommended for sensitive messages such as login codes and payment details. Admins only, and the
connection must be Connected.
Turning it on or off asks Meta to change the setting first; the switch stays only when Meta confirms,
and the avatar says "Identity checks are on." or "Identity checks are off." If it fails, the switch
goes back and you see "Couldn't update identity-check settings. Try again."
(AVX-3052). The switch is turned off for editing while the connection is
paused. See Meta error codes for 137000.
See Emails for every email Avox sends.
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