Auto-sync logs every WhatsApp message with your linked Salesforce leads and contacts into Salesforce automatically. This includes 1:1 chats and group chats that the lead or contact is part of. Learn more about linking contacts

Turn on Auto-sync

Admins choose how each member syncs to Salesforce.

1. Go to Settings and open Members.
2. In the Salesforce Integration Permission column, choose Auto sync for the member.

• Auto sync: syncs all interaction history with linked leads and contacts.
• Manual sync: syncs only the conversations the member selects. Learn more about Manual-sync
• Not enabled: nothing syncs to Salesforce for this member.

Each member also needs the Cooby Member and Cooby Required Fields permission sets in Salesforce. Chrome Extension members also need to authorize Salesforce on WhatsApp Web. See Set up the Salesforce integration (for admins).

How often messages sync

Cooby syncs your messages to Salesforce every 15 minutes.

• Cloud Sync and WhatsApp Business API: syncing runs in the cloud, so WhatsApp Web doesn't need to be open.
• Chrome Extension: syncing pauses when you close WhatsApp Web or your computer goes to sleep. When you open WhatsApp Web again, Cooby continues from where it left off.

When the message volume is large, messages may take a few minutes to show up in Salesforce.

Exclude contacts from Auto-sync

Auto-sync is on for all linked Salesforce leads and contacts by default. To stop a contact's chats from syncing, block the contact in your workspace.

1. Go to Settings and open Blocked Contacts.
2. Click Block a contact.
3. Enter the contact's WhatsApp number and click Block. The number must match the contact's WhatsApp number exactly. For example, 886912345678 and 8860912345678 do not match because of the extra 0.

To sync a contact again, click Unblock next to their number.
What happens when you block a contact

• Blocking applies to your whole workspace, so no team member can sync this contact.
• Only 1:1 chats are blocked. Group chats that include this contact are not affected.
• The contact's existing 1:1 chats are hidden from your workspace, not deleted. Messages sent while the contact is blocked are not synced.

Check your sync status (Chrome Extension)

In WhatsApp Web, open the Salesforce sidebar and click Synced.
A popover shows your current sync status. Sync complete means Cooby has synced your chats to Salesforce. To sync your latest messages right away, click Sync now.

Need help?

For any questions, email us at support@cooby.co 💜

Updated on: 02/11/2026