WhatsApp users can now pick a username and hide their phone number from businesses. Answer ten questions to see whether your CRM, chatbots and broadcasts will still recognise them, and what to fix first.
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Quick answer
Updated 30 Oct 2026
A customer with a username can message you without sharing their phone number. Since early April 2026, Meta’s webhooks carry a business-scoped user ID (BSUID) for every customer, and for username users the phone number is left out unless you’ve been in touch in the last 30 days or they’re in your contact book. Systems that match customers only by phone number will treat them as new contacts.
How Meta is rolling it out
Step 01
April 2026: user IDs in webhooks
Every incoming message now carries a user_id, a business-scoped user ID such as US.13491208655302741918, alongside the phone number.
Step 02
June 2026: usernames open
WhatsApp opened username reservations on 29 June 2026, rolling out country by country. Usernames are optional, and every account still needs a phone number.
Step 03
July 2026: sending by user ID
Businesses can send messages to a BSUID in the recipient field, except one-tap, zero-tap and copy-code login templates.
What breaks
Duplicate contacts
A returning customer with a username arrives with no number and is saved as someone new, splitting their history in two.
Broken threads
Meta warns that, without BSUID support, messages from existing customers more than 30 days apart may look like a new user thread.
Confused chatbots
Bots that look people up by phone number restart flows, ask for details again or miss open orders.
Ad leads with no number
New Click-to-WhatsApp leads with a username can arrive without a phone number, so lookups and follow-ups fail.
Questions
What is a BSUID?
A business-scoped user ID: a unique ID for each customer that only works within your business portfolio. It starts with a two-letter country code and a period, like US.13491208655302741918, and changes if the customer changes their phone number.
When is the phone number left out of webhooks?
When the customer has a username, unless you messaged or called them, or they contacted you, within the last 30 days on that business number, or they’re in your contact book. Customers without a username always include their number.
Can I still send broadcasts to phone numbers?
Yes. Meta recommends sending to phone numbers where you have them, partly so you keep receiving numbers in webhooks. Use the BSUID for customers who reach you only by username.
How do I get a customer’s number when I need it?
Use Meta’s request-contact-info button in a template or interactive message. When the customer taps it, their WhatsApp phone number is shared in the chat.
Is BSUID support mandatory?
Meta says supporting BSUIDs is required for all partners and directly integrated businesses, and for Click-to-WhatsApp advertisers. We found no published deadline, so treat it as urgent.
Do usernames change pricing or analytics?
No. Meta’s documentation lists no changes to analytics, billing or invoicing.
Keep reading
Getting started
How to set up the WhatsApp Business API in 2026
A step-by-step guide for GCC businesses, from Meta verification to sending your first template.
Read the guide
Automation
How to automate WhatsApp lead follow-ups
Keep ad and website leads moving with automated replies and reminders that pick up where the chat left off.
Read the guide
Teams
Managing multiple WhatsApp numbers for sales teams
Keep every customer’s history in one place, whichever number or agent they talk to.
Read the guide
FlowFlex runs on the official WhatsApp Business API, with broadcasts and a shared team inbox your whole team can answer from.
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