Follow the steps to set up Salesforce integration for your team. Once you have completed all the steps, your team can start syncing messages!

I. Connect Cooby to Salesforce

Connect to Salesforce

1. From the integration center of your Cooby Workspace. Click on Salesforce.

2. Press Admin setup then click Connect to Salesforce

Install Cooby in Salesforce from AppExchange

1. Click Install Cooby to be directed to the AppExchange page.

2. Click Get It Now.

3. Log in to your Salesforce account. (If you're already logged in, please skip these steps.)

• If you haven't logged in to AppExchange yet, select Login in the Trailblazer.me field.

• Select Continue with Salesforce

• Enter your username and password, then click Log In

Click Allow to authorize the access

4. Select which Salesforce account you want to install Cooby, then choose which environment to install Cooby into.

a. Press Install in Sandbox if you want to test Cooby in the Sandbox environment before officially applying it. You can also reconnect to the production version by disconnecting from your sandbox version afterward.

5. Click Confirm and Install.

6. Choose Install for all users in the pop-up when prompted, then click Install

7. It will take a while to install. You will receive an email: “Package Cooby Install Successful” when it’s done.

Set Up API Key

1. Copy the API key list from your Salesforce settings page. Then, click Manage API key to be directed to the Salesforce page.

2. Paste it on the API key value, and click Save.

Enable Cooby Required Fields permission set

1. Click Enable permission set to create the permission set with required Salesforce fields.

2. Once enabled, a success notification will be displayed on your page, and you will automatically be led to the next step.

II. Set up admin permissions

Assign Cooby Admin permission set

1. Click Assign permission set to enable your Cooby admin permission in Salesforce.

2. You will be directed to the assign Cooby Admin permission set page. Select the user for this permission set, then click Next and Assign.

3. Once completed, manually check this step to mark it as done!

Assign Cooby Required Fields permission set

1. Click Assign permission set to enable your Cooby required fields permission in Salesforce.

2. You will be directed to the assign Cooby Required Fields permission set page. Select the user for this permission set, then click Next and Assign.

3. Once completed, manually check this step to mark it as done!

III. Turn on syncing for your team

Choose how each member syncs

In your Cooby workspace, go to Settings and open Members. In the Salesforce Integration Permission column, choose an option for each member.

• Auto sync: syncs all interaction history with linked contacts.
• Manual sync: syncs only the conversations the member selects. Manual sync works only with the Chrome Extension.
• Not enabled: the member can't use Salesforce with Cooby.

Authorize Salesforce

Each member needs to authorize Salesforce before their messages sync. How they do it depends on how they connect WhatsApp.

• Chrome Extension: first, grant Cooby access to your chats. When the Grant Access to Cooby prompt appears on WhatsApp Web, click Accept so Cooby can sync your chats to your workspace and to Salesforce. Learn more about granting access

Then refresh WhatsApp Web. You'll see the Salesforce icon in the Cooby nav bar and the Salesforce panel on the right. Click Authorize.

• Cloud Sync or WhatsApp Business API: check that the member's Salesforce Integration Permission is set to Auto sync or Manual sync on the Members page. Turning it on completes the authorization.

Link contacts

Cooby links WhatsApp contacts to Salesforce leads and contacts with the same phone number automatically. With the Chrome Extension, click a WhatsApp contact to see the matching contact card in the WhatsApp Web side panel.

Start syncing

Once a contact is linked, messages sync based on the member's sync setting. With Auto sync, messages sync on their own. With Manual sync, the member selects the messages to sync from the linked contact's Salesforce card on WhatsApp Web. Chrome Extension members on Auto sync can also click Sync now to sync their latest messages right away.
If a member can't sync, check that they accepted the Cooby workspace invitation and were assigned the Cooby Member and Cooby Required Fields permission sets (see section V).

Learn more about message syncing

IV. View WhatsApp messages in Salesforce

Open Lead/Contact profile

1. Open a linked lead or contact in Salesforce. With the Chrome Extension, you can also click the Salesforce icon next to the contact's name on WhatsApp Web to open their profile.

Enable WhatsApp Conversations view

Add the WhatsApp Conversations component to the page layout of each record type where you want to see messages. For the steps, see Where to find WhatsApp messages in Salesforce.

View WhatsApp messages

1. The initial message sync may take up to 15 minutes. Once syncing is complete, WhatsApp messages will appear in the WhatsApp Chats by Cooby panel.

V. Onboard Team Members

Invite team members

1. Click Invite Member to member page, onboard others and sync their WhatsApp messages.

2. For how to send the invitation, please review here.

Assign Cooby Member permission set

1. Click Assign permission set to manage team members who can sync and view messages in Salesforce.

2. Choose the member whose messages will be synced to Salesforce, then click Save.

Assign Cooby Required Fields permission set

1. Click Assign permission set to enable member's Cooby required fields permission in Salesforce.

2. You will be directed to the assign Cooby Required Fields permission set page. Select the user for this permission set, then click Next and Assign.

3. Congratulations! All your admin setup is completed! 🎉 You can now notify your members to start syncing their messages!

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: 02/11/2026