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Managing Cloud Sync Connections

Once Cloud Sync is set up, you can monitor and manage your team's WhatsApp connections from the WhatsApp connections page. This guide covers how to check connection status, disconnect an account, and keep your syncs running smoothly.

Check your connections

In your Cooby workspace, go to WhatsApp connections in the sidebar. Each row shows a team member and how they are connected.

API Connection shows the member's WhatsApp Business API connection, if they use one.
Extension / Cloud Sync shows the member's Cloud Sync or extension connection. Underneath, you'll see which chats sync (All chats or Groups only), the phone number, and when it last synced.
How Syncing Works explains which chats sync and how, for example Everything syncs through Cloud Sync or 1:1 chats through the API · Groups through Cloud Sync.
Last Activity shows when there was last activity on the member's WhatsApp.

Cloud Sync status

A green check next to Cloud Sync means the member's WhatsApp is connected and syncing with Cooby.
Importing history means Cloud Sync is connected and earlier messages are still being imported. Hover over the status to see the progress.
If you see a Scan QR code button next to Cloud Sync, the member hasn't connected Cloud Sync yet. Click it to connect.
Extension Sync means the member syncs through the Cooby extension on WhatsApp Web instead of Cloud Sync.

Disconnect or log out of a WhatsApp account

If a team member leaves your organization or no longer needs Cloud Sync

Go to WhatsApp connections.
Find the team member in the table.
Click the three-dot menu (•••) next to Cloud Sync.
Choose one of the options and confirm.

Cloud Sync menu on the WhatsApp connections page

Disconnect WhatsApp stops message syncing for this member. To resume syncing, the member needs to reconnect.
Log out of WhatsApp also logs Cooby out of the member's WhatsApp. A new QR code scan is required to reconnect.

Disconnecting stops Cooby from tracking new messages from this number. Conversations that were already imported stay visible, and historical data in your CRM is not deleted.

Best Practices

Regular monitoring. Check the WhatsApp connections page weekly to ensure all team members remain connected
Permissions. Ensure all team members have the appropriate CRM permissions to avoid sync errors
Communication. Let your team know about Cloud Sync so they understand why their WhatsApp messages are being synced

Running into issues? Check out Troubleshooting Cloud Sync Issues for common problems and solutions.

For any concerns or questions regarding Cloud Sync, kindly email us at support@cooby.co 💜

Updated on: 13/10/2026

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