New feature
Chats from WhatsApp username users now show in the Inbox
Chats from WhatsApp users who hide their number come into the Inbox, and your team can reply to them.
WhatsApp now lets people use a username and hide their phone number. Chats from them come into the Inbox through the official WhatsApp connection. Your team replies as usual.
The contact shows the profile name, or the @username if there is no name. When the phone number becomes known, the same conversation continues. When the person changes the number, Konektor keeps the conversation in one chat.
Limitations
- A chat without a number does not become a lead automatically and does not send conversions to ad platforms until the number is known.
- Authentication templates (one-tap, zero-tap, copy code) need a phone number.
- For now, a chat without a number shows only through the official WhatsApp connection.
Guides
- Chats from WhatsApp username users: what you see, how to reply, and when the number shows.
- BSUID glossary entry: the meaning of this term.
- Agent Inbox API: the new field to record messages to customers without a number.