Auto-link Phone Number Matching Logic in Salesforce
Cooby automatically links your WhatsApp contacts with Salesforce records by matching the number in the Phone field. This ensures your WhatsApp conversations are correctly connected to the right Salesforce records.
Matching behavior
WhatsApp Contact | Salesforce Phone field | Country selector used? | Result | Note |
|---|---|---|---|---|
❌ | ✅ Match | Includes country code | ||
6501234567 | ✅ | ✅ Match | Country recognized from selector | |
6501234567 | ❌ | ❌ No match | Missing country code | |
❌ | ✅ Match | Country code included | ||
02012341234 | ✅ | ✅ Match | Country selector adds code | |
+16501234567 (was unlinked before) | (650)1234567 | — | 🚫 Not auto-linked again | Manual unlink prevents re-link |
Key points
- If the country selector in Salesforce is used, the number can be saved without the country code.
- If the selector is not used, save phone numbers in E.164 format (for example
+16501234567). - If a contact was manually unlinked, Cooby will not auto-link it again even if the number matches.
- You can always manually relink contacts in Cooby if needed.
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: 29/10/2025
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