Articles on: Salesforce Integration

Salesforce Contact

After you successfully integrate with Salesforce, we will link your WhatsApp contacts with Salesforce contacts/leads by automatically comparing phone numbers.



Please note that we only compare the Phone field in the contact/lead of Salesforce. For any other phone number field such as mobile, Home phone, etc, Cooby will not support automatic matching.



There are two types of linking systems:


Auto-Link


  • The first time you authorize Cooby on your WhatsApp Web: Cooby will match all phone numbers listed on your WhatsApp Web with your Salesforce contacts.
  • On a scheduled basis: After connecting to Salesforce, Cooby automatically triggers a search link for all contacts every 24 hours when WhatsApp Web is open.


This method will only link a contact when the phone numbers are exact matches, including the country code without any symbol.


  • When you click on a chat in your WhatsApp Web contact list: Cooby will perform a search link on all WhatsApp numbers in the opened chat.


This method will link a contact when the phone numbers are matched irrespective of the country code.


Manual Link


Manual link refers to manually linking a contact with your Salesforce contact. If the WhatsApp contact already exists in your Salesforce contact list but isn’t automatically connected by the system, you can choose to connect it manually. Below are the steps:


  1. Click on Salesforce icon on Cooby nav bar


  1. Type in some related words to search for the contact in the Link to existing lead or contact field, then select the right contact.


  1. You will see the Salesforce contact card has been linked on you Salesforce sidebar.


Tips: If you can't find the relevant contact in the search results, try clicking the Update to refresh your Salesforce database.




Create Salesforce contact


If there is no contact in your Salesforce, you will need to create one. In addition to creating it in Salesforce, you can also create a contact or lead via Cooby. Below are the steps:


  1. Click on Salesforce icon on Cooby nav bar


  1. Click Create


  1. Fill in all required information then click Create


  1. You will see the Salesforce contact card has been created on you Salesforce sidebar.


Unlink Contact


To unlink a contact, simply click on the Unlink contact/lead > Confirm by clicking on the unlink.


e 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: 02/06/2025

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