Chats from WhatsApp Username Users
WhatsApp now lets people use a username and hide their phone number. Chats from these people still arrive in your Inbox. Your team can reply to them.
The technical term is in the BSUID glossary entry.
What you see in the Inbox
A conversation from a username user looks like any other chat. The contact label is different:
- The contact shows the profile name of the person.
- If the person has no profile name, the contact shows the @username.
- The phone number does not show until WhatsApp shares it.
How to reply
- Open Conversations > Inbox.
- Select the conversation from the username user.
- Write your reply, then send it.
The 24-hour window rule and the template rule are the same as for other chats. Read WhatsApp Templates.
When the phone number shows
WhatsApp shares the phone number in two cases:
- Your business messaged or called the person, or got a message or call from them, in the last 30 days. This rule applies to each business number.
- The person is in the contact book of your business.
If neither case applies, you see only the profile name or the @username.
When the number becomes known, the same conversation continues. Konektor does not start a new chat. When the person changes the phone number, Konektor keeps the conversation in one chat.
What does not happen without a number
| Item | Without a phone number |
|---|---|
| Automatic lead | Not created until the number is known. |
| Conversion to ad platforms | Not sent until the number is known. |
| Authentication templates (one-tap, zero-tap, copy code) | You cannot send them. These templates need a phone number. |
Lead and conversion matching need a phone number. When the number is known, open the contact in the Contact tab. Use the Open lead button if a lead exists.
Supported connections
| Connection | Chat without a number |
|---|---|
| Official WhatsApp Business | Shows in the Inbox. |
| Kapso, Kirimdev, and other partner connections | Does not show. |
For now, a chat without a number shows only through the official WhatsApp connection. Read Connect Official WhatsApp Business.
FAQ
Do I need to change a setting?
No. Chats from username users show automatically on an official WhatsApp connection that is already connected.
Why does the contact have no phone number?
The person uses a username and hides the number. WhatsApp shares the number only in the cases in the section "When the phone number shows".
Can I reply without a number?
Yes. Reply from the Inbox as usual.
Why does this chat not become a lead?
An automatic lead needs a phone number. The lead is created after the number is known.
Does the conversation split when the number shows?
No. The same conversation continues.
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