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Where to find WhatsApp messages in Salesforce

Cooby shows your synced WhatsApp messages in Salesforce in two places: the WhatsApp Conversations component on record pages, and a WhatsApp Messages tab where you can search all synced messages.

Works with: ✅ Chrome Extension ✅ Cloud Sync ✅ WhatsApp Business API

See messages on a record page

Add the WhatsApp Conversations component once to each page layout where you want to see messages. The steps are the same for leads, contacts, accounts, opportunities and tasks.

Click setting and select Edit Page.

Drag WhatsApp Conversations to wherever you want to add the component. For example, it can be under the Activity section.

Click on Save then Activate, choose App Default then select Sales.

Click Save and return to the previous page, you should see the new component.

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

Which chats appear on each record

Only chats from associated Contacts will appear under an Account. Once the Contacts are disassociated, their chats will no longer be visible.Only chats from associated Contact Roles will appear under an Opportunity. Once the Contact Roles are disassociated, their chats will no longer be visible.Please note that the Task object only supports manual sync; it cannot auto-sync messages to tasks.

Learn more about how to create task with WhatsApp messages.

Search all synced messages in a tab

Create a WhatsApp Messages tab to see all synced messages in one place and find them with the Salesforce search bar.

Create a custom tab for the custom object: WhatsApp Message

Go to Setup -> User Interface -> Tabs

Click New in Custom Object Tabs section

Select WhatsApp messages as your object, and pick a tab style that you like.
Click Next

Select the user profiles allowed to review this tab; by default, all profiles are selected, so simply click Next.

Choose the custom apps for which the new custom tab will be available, and click Save.

Add the custom tab to your App Navigation Items

Go to Sales App, click the pencil at the far right

Click Add more items in Edit Sales App Navigation Items dialog box, and select the tab that you just created, click Save.

Adjust tab view to display important information

Change List Views to be All

Click the settings icon, choose Select Fields to Display

Add all the necessary fields, most importantly Message body then click Save.

Now you are able to search the message in the search bar, as well as the global search bar!

Example view:

What each synced chat shows

WhatsApp Activity

Chat name:

1:1 chat will display as Salesforce contact <> Salesforce user
Group chat will display as WhatsApp group chat name

Chat type:

1:1 chat
Group chat

Sync type:

Auto-sync
Manual-sync

Synced by:

1:1 chat: Salesforce user

Group chat

Auto-synced without the syncer
Manual-sync: Salesforce user

Expand the Activity

Message type

Supported: chat | image | video | ppt (push to talk) | document
Others: call_log | location | payment | vcard | ciphertext | multi_vcard | revoked | oversized | groups_v4_invite | template_button_reply | debug | audio | sticker | status_v3 | product | order | list | interactive | interactive_response | list_response | buttons_response | reaction | reaction_enc | poll_creation | request_phone_number | poll_update | native_flow | biz-cover-photo | keep_in_chat | pin_message | unknown

Message text

For Message type = chat (This will be the text string)
For Message type = image, video, ptt, document.
For other Message types = [Message type]

Attachment

Images will be displayed as an attachment card component, with a small image preview in the message body.
You can preview the file formats:
Images
PDFs
Videos (.mp4, .webm, .ogg)

We support multimedia files up to 15 MB.

Contact Profile

When you hover over the chat participant’s profile image or name, you can be able to view their WhatsApp name and Phone number in the tooltip.
If the participant is linked to a Salesforce lead, contact, or user, you can click the link in the tooltip to open the Salesforce profile.

Filters and Sorting

Date range

All time (Default)
Today
Yesterday
Last 7 days
Last 30 days
Last 3 months
Last 12 months

Chat type

All chats
1:1 chats
Group chats

Synced by

Filter options include all members in Salesforce
Synced by all (Default)
Member A
Member B
Member C
A multiple-value filter to filter chats by syncers.
Auto-synced group chats will be excluded from any synced by filter results.
Display Synced by Salesforce user** when only 1 filter is applied
Display Synced by {{number}} members when multiple filters are applied

Sort options

Oldest date first
Newest dates first (Default)

You can sort the first and second accordions by dates.Message content will always be displayed in chronological order and won’t be reversed by sorting.

Search

The search result will depend on the filter you applied. If the filter is default, the search result will be based on All Data.

Search options:

1:1 chat names
Group chat names
Chat participant Salesforce names
Chat participant WhatsApp names
Chat participant WhatsApp numbers
Messages
Synced by
File names
File formats

Can't see or delete messages?

If you don't see WhatsApp messages in Salesforce, or can't delete them, you may be missing the required permissions. Please contact your Salesforce admin to confirm your access.
Note: As part of recent security updates, the Cooby Admin and Cooby Member permission sets no longer include Delete or View All access by default.
If you need to view all records or delete synced WhatsApp messages in Salesforce, please ask your Salesforce admin to assign you the necessary permissions through a custom permission set.

Need help?

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

Updated on: 02/11/2026

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