Articles on: Cloud Sync

Troubleshooting Cloud Sync Issues

Having trouble with Cloud Sync? Don't fret! This guide covers the most common issues and how to resolve them. Follow the self-diagnostic steps below before reaching out to our team.

My WhatsApp connection is not working

Make sure you are using an updated version of WhatsApp on your device
Check that you have granted Cooby all necessary permissions
Try disconnecting and reconnecting the WhatsApp account

Messages are not syncing to my CRM

Verify that your CRM integration is properly configured in the Integration Center
Ensure your CRM account has the necessary permissions to receive data from Cooby
Allow a few moments for the sync to complete, then check your CRM again

Why does my phone show frequent pop-up notifications during Cloud Sync?

Cloud Sync pulls your WhatsApp messages in the background, and WhatsApp shows push notifications while that fetching happens. You will notice this most during your first historical sync, when a large volume of past messages is being pulled at once. Keeping the WhatsApp app open in the foreground stops these pop-ups. Switching away from WhatsApp or locking your screen can trigger more notifications.

Please note this is not a one time setup. Whenever there are new messages to fetch in the future, WhatsApp needs to be in the foreground again during that fetch. If it is in the background at that time, the pop-ups can appear again. This is expected behavior and does not mean anything is wrong with your sync.

How long does a historical message sync take?

Sync time depends on your total message volume. WhatsApp enforces a rate limit of 50 messages every 3 seconds on its mobile app, so accounts with more message history take longer to finish. In our testing, a full historical pull completed in about 8 minutes. If your sync is still running after that, keep WhatsApp in the foreground and give it a few more minutes to catch up.

Historical message sync covers the most recent 90 days of conversations and is available on the Growth and Custom plans only.

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

Updated on: 26/08/2026

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