Articles on: Salesforce Integration

Permission Set and Access Configuration

To successfully connect Cooby with Salesforce and ensure that WhatsApp chats sync properly between both systems, users must have the correct profile and permission settings.


If you have already assigned the Cooby Admin/Member Permission Set and Cooby Required Field Permission Set to the integration user but still see the error message “You are unable to access the Salesforce integration.” on WhatsApp Web, it may indicate that the user does not have sufficient access for the system to complete the setup.


This article explains how to resolve this issue under two common scenarios.

I. If the user’s profile can be changed


In most cases, this error appears when the user is assigned a limited-access profile such as Read Only or Minimum Access – Salesforce.

These profile types do not provide sufficient access for Cooby’s Salesforce integration to work properly.


How to fix:


  1. Go to Setup in Salesforce.
  2. Open the affected user’s Profile.
  3. Change it to Standard User or an equivalent custom profile with sufficient permissions.
  4. Save the changes and reconnect Cooby with Salesforce.

Once updated, the connection should work normally.


II. If the user’s profile cannot be changed


If you cannot modify the user’s profile type, please verify that the user has all the required Object and Field permissions.


Step 1. Verify Object Permissions


For Admin

Object Name

Allow Create

Allow Delete

Allow Edit

Allow Read

Modify All Records

View All Records

Contact

✅

❌

✅

✅

❌

❌

Lead

✅

❌

✅

✅

❌

❌

Account

❌

❌

❌

✅

❌

❌

Opportunity

❌

❌

❌

✅

❌

❌

User

❌

❌

❌

✅

❌

❌

Message__c

✅

✅

✅

✅

❌

❌

Message_Attachment__c

✅

✅

✅

✅

❌

❌

WhatsApp_user__c

✅

✅

✅

✅

❌

❌

WhatsApp_chat__c

✅

✅

✅

✅

❌

❌



For Member

Object Name

Allow Create

Allow Delete

Allow Edit

Allow Read

Modify All Records

View All Records

Contact

✅

❌

✅

✅

❌

❌

Lead

✅

❌

✅

✅

❌

❌

Account

❌

❌

❌

✅

❌

❌

Opportunity

❌

❌

❌

✅

❌

❌

User

❌

❌

❌

✅

❌

❌

Message__c

✅

❌

✅

✅

❌

❌

Message_Attachment__c

✅

❌

✅

✅

❌

❌

WhatsApp_user__c

✅

❌

✅

✅

❌

❌

WhatsApp_chat__c

✅

❌

✅

✅

❌

❌


Step 2. Verify Field Permissions


Each object also requires certain fields to have Read and Edit access enabled.

Make sure the following fields have the proper access:


Object Name

Field Name

Edit

Read

Contact

AccountId

✅

✅

Contact

Description

✅

✅

Contact

Email

✅

✅

Contact

HomePhone

✅

✅

Contact

LeadSource

✅

✅

Contact

MobilePhone

✅

✅

Contact

OtherPhone

✅

✅

Contact

Phone

✅

✅

Contact

First_message_from_contact_1to1__c

✅

✅

Contact

First_message_from_contact_all__c

✅

✅

Contact

First_message_from_contact_group__c

✅

✅

Contact

First_message_from_team_1to1__c

✅

✅

Contact

First_message_from_team_all__c

✅

✅

Contact

First_message_from_team_group__c

✅

✅

Contact

Formatted_Phone__c

✅

✅

Contact

Last_WhatsApp_properties_sync_time__c

✅

✅

Contact

Last_message_from_contact_1to1__c

✅

✅

Contact

Last_message_from_contact_all__c

✅

✅

Contact

Last_message_from_contact_group__c

✅

✅

Contact

Last_message_from_team_1to1__c

✅

✅

Contact

Last_message_from_team_all__c

✅

✅

Contact

Last_message_from_team_group__c

✅

✅

Contact

WhatsApp_Formatted_Phone__c

✅

✅

Contact

WhatsApp_user__c

✅

✅

Lead

Address

✅

✅

Lead

AnnualRevenue

✅

✅

Lead

Description

✅

✅

Lead

DoNotCall

✅

✅

Lead

Email

✅

✅

Lead

Industry

✅

✅

Lead

LeadSource

✅

✅

Lead

MobilePhone

✅

✅

Lead

NumberOfEmployees

✅

✅

Lead

Phone

✅

✅

Lead

Rating

✅

✅

Lead

Title

✅

✅

Lead

Website

✅

✅

Lead

First_message_from_contact_1to1__c

✅

✅

Lead

First_message_from_contact_all__c

✅

✅

Lead

First_message_from_contact_group__c

✅

✅

Lead

First_message_from_team_1to1__c

✅

✅

Lead

First_message_from_team_all__c

✅

✅

Lead

First_message_from_team_group__c

✅

✅

Lead

Formatted_Phone__c

✅

✅

Lead

Last_WhatsApp_properties_sync_time__c

✅

✅

Lead

Last_message_from_contact_1to1__c

✅

✅

Lead

Last_message_from_contact_all__c

✅

✅

Lead

Last_message_from_contact_group__c

✅

✅

Lead

Last_message_from_team_1to1__c

✅

✅

Lead

Last_message_from_team_all__c

✅

✅

Lead

Last_message_from_team_group__c

✅

✅

Lead

WhatsApp_Formatted_Phone__c

✅

✅

Lead

WhatsApp_user__c

✅

✅

Message_Attachment__c

Size__c

✅

✅

Message_Attachment__c

Type__c

✅

✅

Message_Attachment__c

Url__c

✅

✅

Message_Attachment__c

WhatsApp_Message__c

✅

✅

Message__c

External_Id__c

✅

✅

Message__c

Is_Manually_Synced__c

✅

✅

Message__c

Is_Sent_by_Target_user__c

❌

✅

Message__c

Message_Id__c

✅

✅

Message__c

Message_body__c

✅

✅

Message__c

Related_Account__c

✅

✅

Message__c

Related_Contact__c

✅

✅

Message__c

Related_Lead__c

✅

✅

Message__c

Related_Opportunity__c

✅

✅

Message__c

Related_Task__c

✅

✅

Message__c

Sender_Phone__c

❌

✅

Message__c

Sent_Datetime__c

❌

✅

Message__c

Sent_time__c

✅

✅

User

Phone__c

✅

✅

WhatsApp_chat__c

Is_Group_Chat__c

✅

✅

WhatsApp_chat__c

Syncer__c

✅

✅

WhatsApp_user__c

First_Name__c

✅

✅

WhatsApp_user__c

Picture_URL__c

✅

✅


Step 3. Reassign or Update Permission Sets


If you’ve updated permissions or created a new permission set, reassign it to the affected users so the changes can take effect.


  1. Go to Setup → Permission Sets in Salesforce.
  2. Select the updated permission set (e.g. Custom Permission Set for Cooby).
  3. Click Manage Assignments → Add Assignments.
  4. Select the users who need access.
  5. Click Assign, then Done.

After saving, have the user reconnect Cooby with Salesforce to complete the update.


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: 13/10/2025

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