Troubleshooting: how to fix WhatsApp syncing issues with HubSpot

Having trouble syncing WhatsApp messages to HubSpot? This guide covers the most common reasons and how to fix them.

Check your WhatsApp connection

Go to WhatsApp Connections in your Cooby workspace. Make sure your connection shows Connected and check the last synced time.

If you use Cloud Sync, see Troubleshooting Cloud Sync Issues. If you use the WhatsApp Business API, see How to connect Cooby with WhatsApp Business API.

Check your HubSpot Integration Permission

Go to Members in your Cooby workspace and make sure your HubSpot Integration Permission is turned on. Turning it on also turns on your Auto-sync. If you can't change it, ask your workspace admin.

Grant access (Chrome Extension only)

If you use the Chrome Extension, you need to accept the Grant Access to Cooby pop-up in WhatsApp Web before Cooby can sync your chats. If you declined it, the pop-up appears again when you open WhatsApp Web 24 hours later.

Every time your sync permission changes, you will need to accept it again. Learn how to grant access

Sync now (Chrome Extension only)

1. If your sync permission is set to auto-sync, you will see your sync status in the corner of the contact page on WhatsApp Web, click it.

2. You may notice that the last sync time is not recent compared to your latest message.

3. Click the Sync now button to manually trigger the syncing process.

4. A popup will appear, select Sync.

5. You will notice the sync status changing to Syncing...

6. Once the process is complete, the sync status will be displayed as Sync completed, and you will notice a change in your last sync time. Please go to your HubSpot account to verify if the message has been successfully synced.

Reach the Synced limitation

If you reach your monthly message sync limit, syncing pauses and your status changes from Synced to Paused. If you use the Chrome Extension, you can see this on WhatsApp Web.

Enabled Cooby in your "Filter activity" settings

1. Open HubSpot and click on any contact
2. Click and expand filter activity

3. Ensure that WhatsApp are enabled under the Integrations section.

Your HubSpot permission

1. Go to the setting page on HubSpot

2. Click Users & Teams

3. Hover over your name field and click Actions to access the Edit Permissions option.

Go to Narrow access with Permissions and make sure that all your permissions in CRM access are set to Everything can view.

5. If not, please ask your admin/super admin to enable your permission.

Authorizer permissions

Who is responsible for connecting HubSpot with Cooby?

We recommend that the person responsible for connecting Cooby with HubSpot be super admin in HubSpot. This will ensure that everyone can see all messages in HubSpot once the setup is completed.

We hope this document helps you better understand how Cooby works. For any concerns or questions regarding your HubSpot integration, kindly email us at support@cooby.co 💜

Updated on: 19/10/2026