WhatsApp Usernames

Meta is rolling out usernames for WhatsApp, letting some customers message businesses without ever sharing their phone number.

What changed

Some WhatsApp customers can now choose a username and hide their phone number from businesses they message. When a customer like this writes to you, Wallin still recognizes them as the same person every time (via a Meta-issued business-scoped user id, or BSUID) — you just won't see their phone number.

What you'll notice

• A small lock icon next to a customer's name in the inbox, contact list, and contact details means their phone number is hidden from you.
• Where a phone number would normally show, you'll see their @username instead.
• Hovering or focusing the lock icon shows "Phone number hidden by customer".

What to do

• Keep collecting phone numbers at every touchpoint — forms, checkout, in-store — so you have a direct way to reach customers even if they later hide their WhatsApp number.
• Keep your contact book turned on in Meta Business Suite, under WhatsApp settings. Customers in your contact book stay reachable even if usernames roll out further.
• Message leads at least every 30 days. A username-only customer you haven't messaged in 30+ days — and who isn't in your contact book — can become unreachable.
• Use the "Request contact info" template button on an approved template, or add a "Request phone number" step to a flow, to ask a customer directly to share their number.

FAQ

Why can't I see this customer's number?

Either the customer hasn't shared it with your business (only Meta delivery receipts have ever revealed it, which isn't a reliable or consented source), or you don't have permission. Ask an organization admin to grant you the "View customer phone numbers" permission from Agent settings, or ask an admin/owner to look it up for you — they can always see it.