Last updated: June 2026 — WhatsApp username rollout is live in pilot countries, global rollout in progress.
What’s changing?
WhatsApp is rolling out usernames in 2026. Customers can now set a public username (like@johndoe) and choose to hide their phone number from businesses they message.
When a customer hides their phone number, WhatsApp replaces it with a Business-Scoped User ID (BSUID) — a stable identifier that looks like US.13491208655302741918. Connectly surfaces this ID so you don’t lose the conversation when a customer goes phone-less.
This is an additive change — phone numbers continue to work exactly as before. The vast majority of your existing customers will not be affected.
What is a BSUID?
A BSUID is WhatsApp’s way of identifying a customer when their phone number isn’t shared. Think of it like a phone number — it’s a stable ID that represents a specific customer in your conversations. A few important things to know:- It’s unique to your business — the same customer will have a different BSUID with a different business. You cannot use a BSUID to contact customers of another business.
- A customer can have both — a phone number and a BSUID at the same time. When both are available, you’ll see both.
- It can change — if a customer changes their phone number, their BSUID is regenerated. Always use the most recent one.
- Store it like a phone number — if you sync customer data to a CRM, treat the BSUID as an additional identifier alongside the phone number.
How to identify a phone-less customer in your inbox
When a customer contacts you, their profile in the Connectly inbox will show one of three states:| Customer type | What you see |
|---|---|
| Existing customer (pre-username) | Phone number only |
| Username enabled, phone still shared | Phone number + BSUID |
| Username only, phone hidden | BSUID only |
How to receive messages from customers who hide their phone number
Connectly already receives inbound messages from BSUID customers and displays them in your inbox automatically — no setup required. You can read, reply to, and manage these conversations exactly like any other. If you also want these customers’ events delivered to your webhook — for CRM sync, automations, or other integrations — that requires opting in per WhatsApp number.Decide which numbers to enable
You can enable phone-less webhook delivery per WhatsApp number. Consider starting with a marketing or acquisition number — phone-less customers are more likely there, and it’s lower risk than a support line.
Review your existing workflows
Before opting in, check whether your CRM, automations, or support tools rely on phone number as the only customer identifier. If they do, a phone-less customer may create incomplete or duplicate records.
How to handle customers without a phone number in your CRM
If your CRM uses phone number as the primary key for customer records, you’ll need to update your setup to support BSUIDs as well. Here’s how to approach it:Add a BSUID field to your customer records
Create a new field in your CRM to store the BSUID alongside the phone number. Don’t replace the phone number field — customers can have both.
Update your contact-matching logic
When a new inbound message arrives, check for a BSUID in the webhook payload. If a phone number isn’t present, use the BSUID to look up or create the customer record.
How to send messages to BSUID customers
In the meantime, if a customer without a phone number messages you first, you can reply to them within the 24-hour session window using the Connectly inbox or the session message API — inbound-initiated conversations work normally.How to use authentication templates with BSUID customers
Authentication templates — including one-tap, zero-tap, and copy-code OTP templates — cannot be sent to BSUID-only customers. They require a phone number. This is a permanent restriction from Meta and applies regardless of your Connectly setup. If a customer has hidden their phone number, you will not be able to send them an OTP via WhatsApp.Frequently asked questions
Will this affect my existing customers?
Will this affect my existing customers?
No. Existing customers continue to work exactly as expected. Most customers will continue sharing their phone numbers, and Meta maintains phone number associations for customers who have previously interacted with your business. Only brand-new customers who have adopted a username and chosen to hide their phone number will appear as BSUID-only.
Do I need to do anything right now?
Do I need to do anything right now?
Probably not immediately. If your business doesn’t rely on phone numbers for CRM matching or automations, no action is needed. If it does, we recommend reviewing your workflows before opting in to phone-less webhook delivery — your Account Manager can help you assess the impact.
Can I see a customer's username in Connectly?
Can I see a customer's username in Connectly?
Not yet. The inbox displays the BSUID as the customer identifier when no phone number is available. Username display may be added in a future update.
What happens if I don't opt in to phone-less webhooks?
What happens if I don't opt in to phone-less webhooks?
Your inbox continues to receive and display messages from BSUID customers normally. The only difference is that webhook events for phone-less customers won’t be delivered to your endpoint — so any CRM sync, automation triggers, or integrations that rely on webhooks won’t fire for those customers.
Will the BSUID always stay the same for a customer?
Will the BSUID always stay the same for a customer?
Not necessarily. A BSUID can change if the customer changes their phone number. Always use the most recent BSUID from the latest webhook event, and update your records accordingly.
Timeline
| Date | What’s happening |
|---|---|
| March 2026 | BSUIDs begin appearing in Connectly webhook payloads. |
| April 2026 | Meta Contact Book launched — protects existing customer phone number visibility. |
| June 2026 | WhatsApp username rollout begins in pilot countries. |
| September 2026 | BSUIDs generally available globally. |
| TBD | Outbound messaging to BSUID-only customers — pending Meta platform release. |
Resources
Shareable overview documents for your team:- 🇬🇧 English
- 🇧🇷 Portuguese
- 🇪🇸 Spanish