This article is also available in:

Permission Set and Access Configuration

To successfully connect Cooby with Salesforce and ensure that WhatsApp chats sync properly between both systems, users must have the correct profile and permission settings.

If you haven’t yet assigned the required permission sets, please first follow the steps in our Admin Setup guide to complete the setup.

If you have already assigned the Cooby Admin/Member Permission Set and Cooby Required Field Permission Set to the integration user but still see the error message** “You are unable to access the Salesforce integration.”** on WhatsApp Web, it may indicate that the user does not have sufficient access for the system to complete the setup.

This article explains how to resolve this issue under two common scenarios.

I. If the user’s profile can be changed

In most cases, this error appears when the user is assigned a limited-access profile such as Read Only or Minimum Access – Salesforce.
These profile types do not provide sufficient access for Cooby’s Salesforce integration to work properly.

How to fix:

Go to Setup in Salesforce.
Open the affected user’s Profile.
Change it to Standard User or an equivalent custom profile with sufficient permissions.
Save the changes and reconnect Cooby with Salesforce.

Once updated, the connection should work normally.

II. If the user’s profile cannot be changed

If you cannot modify the user’s profile type, please verify that the user has all the required Object and Field permissions.

Step 1. Verify Object Permissions

For Admin

Object Name	Allow Create	Allow Delete	Allow Edit	Allow Read	Modify All Records	View All Records
Contact	✅	❌	✅	✅	❌	❌
Lead	✅	❌	✅	✅	❌	❌
Account	❌	❌	❌	✅	❌	❌
Opportunity	❌	❌	❌	✅	❌	❌
User	❌	❌	❌	✅	❌	❌
Message__c	✅	✅	✅	✅	❌	❌
Message_Attachment__c	✅	✅	✅	✅	❌	❌
WhatsApp_user__c	✅	✅	✅	✅	❌	❌
WhatsApp_chat__c	✅	✅	✅	✅	❌	❌

For Member

Object Name	Allow Create	Allow Delete	Allow Edit	Allow Read	Modify All Records	View All Records
Contact	✅	❌	✅	✅	❌	❌
Lead	✅	❌	✅	✅	❌	❌
Account	❌	❌	❌	✅	❌	❌
Opportunity	❌	❌	❌	✅	❌	❌
User	❌	❌	❌	✅	❌	❌
Message__c	✅	❌	✅	✅	❌	❌
Message_Attachment__c	✅	❌	✅	✅	❌	❌
WhatsApp_user__c	✅	❌	✅	✅	❌	❌
WhatsApp_chat__c	✅	❌	✅	✅	❌	❌

Step 2. Verify Field Permissions

Each object should follow the same field permission requirements as the object permission above.
Whether the user has Admin or Member permission, make sure the following fields have the proper access:

Object Name	Field Name	Edit	Read
Contact	AccountId	✅	✅
Contact	Description	✅	✅
Contact	Email	✅	✅
Contact	HomePhone	✅	✅
Contact	LeadSource	✅	✅
Contact	MobilePhone	✅	✅
Contact	OtherPhone	✅	✅
Contact	Phone	✅	✅
Contact	First_message_from_contact_1to1__c	✅	✅
Contact	First_message_from_contact_all__c	✅	✅
Contact	First_message_from_contact_group__c	✅	✅
Contact	First_message_from_team_1to1__c	✅	✅
Contact	First_message_from_team_all__c	✅	✅
Contact	First_message_from_team_group__c	✅	✅
Contact	Formatted_Phone__c	✅	✅
Contact	Last_WhatsApp_properties_sync_time__c	✅	✅
Contact	Last_message_from_contact_1to1__c	✅	✅
Contact	Last_message_from_contact_all__c	✅	✅
Contact	Last_message_from_contact_group__c	✅	✅
Contact	Last_message_from_team_1to1__c	✅	✅
Contact	Last_message_from_team_all__c	✅	✅
Contact	Last_message_from_team_group__c	✅	✅
Contact	WhatsApp_Formatted_Phone__c	✅	✅
Contact	WhatsApp_user__c	✅	✅
Lead	Address	✅	✅
Lead	AnnualRevenue	✅	✅
Lead	Description	✅	✅
Lead	DoNotCall	✅	✅
Lead	Email	✅	✅
Lead	Industry	✅	✅
Lead	LeadSource	✅	✅
Lead	MobilePhone	✅	✅
Lead	NumberOfEmployees	✅	✅
Lead	Phone	✅	✅
Lead	Rating	✅	✅
Lead	Title	✅	✅
Lead	Website	✅	✅
Lead	First_message_from_contact_1to1__c	✅	✅
Lead	First_message_from_contact_all__c	✅	✅
Lead	First_message_from_contact_group__c	✅	✅
Lead	First_message_from_team_1to1__c	✅	✅
Lead	First_message_from_team_all__c	✅	✅
Lead	First_message_from_team_group__c	✅	✅
Lead	Formatted_Phone__c	✅	✅
Lead	Last_WhatsApp_properties_sync_time__c	✅	✅
Lead	Last_message_from_contact_1to1__c	✅	✅
Lead	Last_message_from_contact_all__c	✅	✅
Lead	Last_message_from_contact_group__c	✅	✅
Lead	Last_message_from_team_1to1__c	✅	✅
Lead	Last_message_from_team_all__c	✅	✅
Lead	Last_message_from_team_group__c	✅	✅
Lead	WhatsApp_Formatted_Phone__c	✅	✅
Lead	WhatsApp_user__c	✅	✅
Message_Attachment__c	Size__c	✅	✅
Message_Attachment__c	Type__c	✅	✅
Message_Attachment__c	Url__c	✅	✅
Message_Attachment__c	WhatsApp_Message__c	✅	✅
Message__c	External_Id__c	✅	✅
Message__c	Is_Manually_Synced__c	✅	✅
Message__c	Is_Sent_by_Target_user__c	❌	✅
Message__c	Message_Id__c	✅	✅
Message__c	Message_body__c	✅	✅
Message__c	Related_Account__c	✅	✅
Message__c	Related_Contact__c	✅	✅
Message__c	Related_Lead__c	✅	✅
Message__c	Related_Opportunity__c	✅	✅
Message__c	Related_Task__c	✅	✅
Message__c	Sender_Phone__c	❌	✅
Message__c	Sent_Datetime__c	❌	✅
Message__c	Sent_time__c	✅	✅
User	Phone__c	✅	✅
WhatsApp_chat__c	Is_Group_Chat__c	✅	✅
WhatsApp_chat__c	Syncer__c	✅	✅
WhatsApp_user__c	First_Name__c	✅	✅
WhatsApp_user__c	Picture_URL__c	✅	✅

Step 3. Reassign or Update Permission Sets

If you’ve updated permissions or created a new permission set, reassign it to the affected users so the changes can take effect.

Go to Setup → Permission Sets in Salesforce.
Select the updated permission set (e.g. Custom Permission Set for Cooby).
Click Manage Assignments → Add Assignments.
Select the users who need access.
Click Assign, then Done.

After saving, have the user reconnect Cooby with Salesforce to complete the update.

We hope this document helps you better understand how Cooby works. For any concerns or questions regarding your Salesforce integration, kindly email us at support@cooby.co 💜

Updated on: 14/10/2025

Was this article helpful?

Thank you!