> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Sync Issue

> Troubleshooting guide to fix WhatsApp syncing issues with HubSpot when conversations aren't being backed up

## Overview

Are your WhatsApp conversations not syncing with HubSpot? You're moving your conversations forward, but the backup isn't getting stored on HubSpot. This guide will help you resolve common syncing issues.

***

## 1. Grant Access

Eazybe requires specific permissions to integrate with HubSpot properly.

<Warning>
  Ensure your **super-admin** grants the following permissions:

  * **File** permission
  * **App Marketplace** permission
</Warning>

<img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1182670474.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=a1c2b9c738bc2abf6f4e647ac7f8ab0b" alt="Grant Access" width="1525" height="797" data-path="images/1182670474.png" />

***

## 2. WhatsApp Activity Enabled in HubSpot

Make sure WhatsApp Activity is enabled in your HubSpot contact timeline.

<Steps>
  <Step title="Open a Contact">
    Navigate to any HubSpot contact page.
  </Step>

  <Step title="Expand Filter Activity">
    Click on **Filter activity** to expand the filtering options.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1182407641.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=5bae12b6f0fad5e78bacc2c24b2730f9" alt="Filter Activity" width="1920" height="346" data-path="images/1182407641.png" />
  </Step>

  <Step title="Enable WhatsApp Activity">
    Under the **Communication** section, check the **WhatsApp Activity** checkbox.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1182409870.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=2a8528f1836ac87c12e57229ee88908f" alt="WhatsApp Activity Checkbox" width="1920" height="803" data-path="images/1182409870.png" />
  </Step>
</Steps>

***

## 3. HubSpot Permissions

Verify that you have the necessary permissions in HubSpot.

<Steps>
  <Step title="Access Settings">
    Go to your HubSpot **Settings**.
  </Step>

  <Step title="Navigate to Users & Teams">
    Click on **Users & Teams** in the left sidebar.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1182411479.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=dd2294054074fb648bfa27b77cad8367" alt="Users & Teams" width="1898" height="705" data-path="images/1182411479.png" />
  </Step>

  <Step title="Edit Permissions">
    Click **Edit permissions** for your user account.
  </Step>

  <Step title="Request Required Permissions">
    Ensure you have **App marketplace** and **Files** permissions. If not, request these from your super-admin.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1182439947.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=1f1c154fadb9bcedaaca3264413b835d" alt="Permission Settings" width="1891" height="736" data-path="images/1182439947.png" />
  </Step>
</Steps>

<Info>
  A **super-admin** has access to all permissions and can grant these to other users.
</Info>

***

## 4. Label Sync Permissions

If your conversations aren't backing up even though labels are being created, check your label sync settings.

<Steps>
  <Step title="Check Label Settings">
    Navigate to your label settings in the Eazybe extension.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1185301122.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=9f350b264325971ee1361d8c1f61925c" alt="Label Settings" width="1227" height="900" data-path="images/1185301122.png" />
  </Step>

  <Step title="Verify Sync Status">
    Ensure the label is set to **Sync** and not **Don't Sync**.

    <img src="https://mintcdn.com/eazybe/c_cYTN6TJgjCGOPS/images/1185302765.png?fit=max&auto=format&n=c_cYTN6TJgjCGOPS&q=85&s=6fffa434a53c97216b1815882fe8a2e1" alt="Sync vs Don't Sync" width="619" height="440" data-path="images/1185302765.png" />
  </Step>
</Steps>

<Tip>
  Labels set to "Don't Sync" will not back up conversations to HubSpot. Change them to "Sync" to enable backup.
</Tip>

***

## Need Help?

<Card title="Contact Support" icon="envelope">
  If you're still experiencing syncing issues after following these steps, reach out to us at **[hey@eazybe.com](mailto:hey@eazybe.com)**. We're happy to help!
</Card>