Set up Salesforce
Set up the Salesforce integration (for admins)
Only Cooby Custom plan users can integrate Cooby with Salesforce. If you are interested in Salesforce Integration, please contact the Cooby Sales Team. Follow the steps to set up Salesforce integration for your team. Once you have completed all the steps, your team can start syncing messages! Please note that Salesforce System Administrator permission is required for this setup. I. CSome readersPermission 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 haven’t yet assigned the required permission sets, please first follow the steps in our Admin Setup guide to complete the setup. If you have already assigned the Cooby Admin/Member Permission Set and Cooby Required Field Permission Set to the integration usFew readersCooby Required Fields permission set explanation
To understand the types of permissions granted to a workspace admin user, here is the Cooby Required Fields permission set along with its explanation for your reference. Cooby Required Fields permission set The Cooby Required Field refers to the field properties that must be displayed when you create a contact or lead in WhatsApp Web. To ensure these fields display correctly, you must have both read and edit permissions. Please note that if you have [customized contact/lead properties,](httFew readersCommon Permission Issues and How to Fix Them
When integrating Salesforce with Cooby, you might see messages such as “You are unable to access the Salesforce integration” or “Sorry! You do not have access to the Salesforce integration.” These messages usually indicate that your Salesforce account is missing the required permissions to connect or sync data through Cooby. I. You are unable to access the Salesforce integration This message appears when Cooby doesn’t detect any Cooby permission set, and your Salesforce Profile doesn’t haveFew readersSalesforce Sandbox Installation Guide
Only Cooby Custom plan users can integrate Cooby with Salesforce. If you are interested in Salesforce Integration, please contact the Cooby Sales Team. Learn how to install and set up Cooby in your Salesforce Sandbox for testing before moving to production. Please note that Salesforce System Administrator permission is required for this setup. Connect to Salesforce From the integration center of your Cooby Workspace. Click on Salesforce. ![](https://storage.crisp.chat/users/helpdesFew readers
Sync messages
Auto-link Phone Number Matching Logic in Salesforce
Cooby automatically links your WhatsApp contacts with Salesforce records by matching the number in the Phone field. This ensures your WhatsApp conversations are correctly connected to the right Salesforce records. The following guide explains how Cooby determines matches between WhatsApp numbers and Salesforce phone fields, using Country Selector as the primary factor. Each scenario includes an example table to help you understand how matches are made. Scenario A: Country Selector is uFew readersSalesforce Contact
After you successfully integrate with Salesforce, we will link your WhatsApp contacts with Salesforce contacts/leads by automatically comparing phone numbers. Works with: ✅ Chrome Extension ✅ Cloud Sync ✅ WhatsApp Business API 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 AuFew readersHow WhatsApp messages sync to Salesforce
Cooby syncs WhatsApp messages with your linked leads and contacts to Salesforce. Admins choose how each member syncs on the Members page. Works with: ✅ Chrome Extension ✅ Cloud Sync ✅ WhatsApp Business API Only Cooby Custom plan users can integrate Cooby with Salesforce. If you're interested, please contact the Cooby Sales Team. Sync options In Settings > Members, choose one of these options in the Salesforce Integration Permission column. ![](https://storage.crisp.chat/Few readersSalesforce Auto-Sync
Auto-sync logs every WhatsApp message with your linked Salesforce leads and contacts into Salesforce automatically. This includes 1:1 chats and group chats that the lead or contact is part of. Learn more about linking contacts Works with: ✅ Chrome Extension ✅ Cloud Sync ✅ WhatsApp Business API Turn on Auto-sync Admins choose how each member syncs to Salesforce. Go to Settings and open **MeFew readersSalesforce Manual-Sync
To manually sync WhatsApp messages, open your Salesforce sidebar and open a WhatsApp contact that is linked with a Salesforce contact. Works with: ✅ Chrome Extension ❌ Cloud Sync ❌ WhatsApp Business API Click on Log WhatsApp conversation. Click on **Select messagFew readersCreate Salesforce Reports
Salesforce reports are powerful tools that allow you to extract valuable insights from your data. When dealing with WhatsApp message data, reports become essential for understanding communication trends, engagement levels, and other key metrics. With Salesforce reports, you can transform raw data into actionable information, enabling informed decision-making. Before diving into report creation, it's crucial to understand the custom objects involved. WhatsApp message object contains WhatsFew readers
Customize Salesforce
Where to find WhatsApp messages in Salesforce
Cooby shows your synced WhatsApp messages in Salesforce in two places: the WhatsApp Conversations component on record pages, and a WhatsApp Messages tab where you can search all synced messages. Works with: ✅ Chrome Extension ✅ Cloud Sync ✅ WhatsApp Business API See messages on a record page Add the WhatsApp Conversations component once to each page layout where you want to see messages. The steps are the same for leads, contacts, accounts, opportunities and tasks. Click **settinSome readersView WhatsApp properties in Salesforce
The following is a guide for how to view WhatsApp properties in Contact and Leads’ page. How to customize Salesforce UI Go to Setup -> Object Manager Select Contact -> Page Layout -> Contact Layout, click dropdown button and select Edit. Drag and drop the 1Few readersSalesforce Customize Lead/Contact Properties
If you want to change the lead/contact properties shown at the Salesforce sidebar at your WhatsApp page, you will have to adjust the custom metadata types in Salesforce settings. How to customize lead/contact properties Go to Settings -> search and click Custom Metadata Types Choose whether you want to customize Contacts or Leads page. Click Manage Records to edit. We currentlyFew readersCreate Salesforce Tasks
To create a task, open your Salesforce sidebar and open a WhatsApp contact that is linked with a Salesforce contact. Works with: ✅ Chrome Extension ❌ Cloud Sync ❌ WhatsApp Business API Click on Create Task. Fill in your desired fields, then click Create. YouFew readersReview Salesforce Opportunity
To review an opportunity on WhatsApp Web, open your Salesforce sidebar and open a WhatsApp contact that is linked with a Salesforce contact. Works with: ✅ Chrome Extension ❌ Cloud Sync ❌ WhatsApp Business API Currently, the opportunity is view-only, you cannot edit it on your WhatsApp Web. Ensure that the opportunity you've created on Salesforce is associated with the contact linked to your WhatsApp contact. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/7/7/6/a7Few readersStart a chat from Lead/Contact page
Add the "Chat on WhatsApp" action button to your Contact and Lead pages in Salesforce to quickly start a conversation with any contact. This lets you jump straight into WhatsApp without needing to copy numbers or switch tabs. Works with: ✅ Chrome Extension ❌ Cloud Sync ❌ WhatsApp Business API Adding Chat on WhatsApp button on Lead page Click the Gear icon on top right. Choose Setup. In the top search bar, type "Object Manager" and open it. ![](https://storage.crisp.chFew readers
Troubleshooting
Error handling in developer console
If you have done some automated testing, processes, or triggers in Salesforce, errors may occur when you use Salesforce Integration. This article helps you solve these common errors. Apex Testing issue Scenario When performing automated testing for the organization, if the test includes a Cooby HTTP callout, an error may occur. Solution There are 2 methods to resolve these errors. TestContext Class: Pretend the callout is successful to solve the error occurrence. The **TestCFew readersTroubleshooting: how to fix WhatsApp connecting issues with Salesforce
Facing any errors when integrating Cooby with your Salesforce? Don’t worry! Cooby has listed the common errors you might encounter when connecting to Salesforce and provided solutions for each. Follow our instructions below. Cooby not installed in Salesforce Error Message: You are unable to access the Salesforce integration. Please contact your team admin to ensure that Cooby has been installed in your org from the Salesforce AppExchange. If you’ve already authorized Cooby to accSome readersError “FillRequiredFieldsBatch” when reinstalling Cooby package
When reinstalling the Cooby Salesforce package, you may encounter an error related to FillRequiredFieldsBatch. This batch job is responsible for updating required fields on Lead and Contact objects, allowing Cooby triggers to function correctly. In some Salesforce environments, the job might fail because of custom automations such as flows, triggers, or process builders that also execute when a large number of Lead or Contact records are updated. This can sometimes result in an **ApexFew readers