{"id":3060,"date":"2026-11-04T10:31:04","date_gmt":"2026-11-04T10:31:04","guid":{"rendered":"https:\/\/360dialog.com\/blog\/?p=3060"},"modified":"2026-10-30T11:02:38","modified_gmt":"2026-10-30T11:02:38","slug":"whatsapp-usernames-business","status":"publish","type":"post","link":"https:\/\/360dialog.com\/blog\/whatsapp-usernames-business\/","title":{"rendered":"WhatsApp Usernames for Business: What Changes for You and Your Customers"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>When a customer messages a business under a WhatsApp username, the customer&#8217;s phone number can stay hidden, and the business recognizes that customer by an ID WhatsApp creates.<\/strong> Software that looks customers up by phone number, such as a CRM, needs to recognize that ID as well or else those chats won\u2019t link to the right customer. The phone number stays visible for customers who exchanged a message or call with the same business number in the last 30 days. It also stays visible for customers in the business&#8217;s Contact Book, a list of numbers Meta keeps for the business without any setup. Usernames are rolling out country by country, so a business that checks its software now is ready before its customers start using them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"key-takeaways\" class=\"wp-block-heading\">Key Takeaways<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Usernames let customers chat with a business without sharing their phone number, and each customer chooses whether to use one.<\/li>\n\n\n\n<li>A business keeps seeing the phone number of customers who exchanged a message or call with the same business number in the last 30 days, and of customers in its Contact Book.<\/li>\n\n\n\n<li>Meta requires partners, directly integrated businesses, and advertisers whose ads open a WhatsApp chat to support the business-scoped user ID (BSUID), the ID that reaches the business with every customer.<\/li>\n\n\n\n<li>A business can ask any customer for a phone number in the chat with a button, and can set its own username in WhatsApp Manager, Meta Business Suite, or the WhatsApp Business app.<\/li>\n\n\n\n<li><strong>360Dialog, an Official Meta Solution Partner, connects a business&#8217;s software to WhatsApp through the WhatsApp Business API and can message customers by BSUID.<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"what-are-whatsapp-usernames\" class=\"wp-block-heading\">What Are WhatsApp Usernames?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A WhatsApp username is an optional, unique name that a person can show in place of their phone number when they message or call someone who has not saved that number.[1] For a business, this means some customers can start a chat without sharing their number. A team that knows this can plan how to recognize those customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">People reach a username only by typing the exact name, because WhatsApp has no searchable directory of users. A username also differs from the display name, the name shown on a person&#8217;s profile. Many people can share a display name, and each username exists only once.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">WhatsApp opened username reservations on June 29, 2026, and plans to launch usernames gradually, country by country.[2] Usernames may not be available to every customer yet.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"what-changes-when-a-customer-uses-a-username\" class=\"wp-block-heading\">What Changes When a Customer Uses a Username?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When a customer uses a username, a business can receive that customer&#8217;s messages without the phone number and recognizes the customer by a business-scoped user ID (BSUID). WhatsApp creates one BSUID for each pair of customer and business portfolio, the Meta account that groups a company&#8217;s phone numbers and other assets. With this in mind, a business can decide which of its tools need to recognize customers by BSUID.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Every incoming message has carried a BSUID since early April 2026, whether or not the customer has a username.[3] Meta requires all partners and directly integrated businesses on the WhatsApp Business API to support BSUIDs. Through that API, a business&#8217;s own software, such as a CRM, sends and receives WhatsApp messages.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A business&#8217;s software messages customers by phone number or by BSUID, and no message can be addressed to a username. Meta offers no fix for messages that a business&#8217;s software could not process because it lacked BSUID support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"can-you-still-reach-your-existing-customers\" class=\"wp-block-heading\">Can You Still Reach Your Existing Customers?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Existing customers stay reachable, and a business keeps seeing their phone number when the same business number exchanged a message or call with them in the last 30 days, or when they are in the business&#8217;s Contact Book. A team can serve its regular customers from the records it already has. Messages to phone numbers the business already holds keep working too.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Meta keeps a Contact Book for each business portfolio and stores a customer&#8217;s phone number next to their BSUID after each message or call. A business can switch it off in Meta Business Suite under Business settings &gt; Business info, and switching it off deletes every stored entry for good.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Three details decide which customers stay covered:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Each business phone number counts its own 30 days. A second number in the portfolio needs its own message or call.<\/li>\n\n\n\n<li>The Contact Book records only conversations that happened after Meta launched it.<\/li>\n\n\n\n<li>Calls count like messages, including calls made through the <a href=\"https:\/\/360dialog.com\/blog\/whatsapp-calling-api\/\">WhatsApp Calling API<\/a>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A customer with a username who is missing from the Contact Book and writes after more than 30 days can look like a new conversation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"what-happens-with-new-customers-and-ad-conversations\" class=\"wp-block-heading\">What Happens With New Customers and Ad Conversations?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A new customer with a username reaches the business with a BSUID and no phone number until that customer chooses to share it. Planning for this keeps first-time chats and new leads from ads attached to the right customer record.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/360dialog.com\/blog\/click-to-whatsapp-ads\/\">Click-to-WhatsApp ads<\/a> open a WhatsApp chat with the business when someone clicks them. Meta requires click-to-WhatsApp advertisers to support BSUIDs. An ad conversation follows the same phone number conditions as any other chat.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A business that needs a phone number can ask for it in the chat with the Request Contact Info button. The customer selects the button to share their number. The button can go on utility and marketing templates, messages the business writes in advance and Meta approves before they are sent, or on an <a href=\"https:\/\/360dialog.com\/blog\/whatsapp-interactive-messages\/\">interactive message<\/a>. Whether to share is the customer&#8217;s decision, and a shared number joins the Contact Book automatically while the business&#8217;s Contact Book is on. Each flow that needs a number also needs a path for customers who decline.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"how-do-you-get-a-username-for-your-business\" class=\"wp-block-heading\">How Do You Get a Username for Your Business?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To get a username, a business claims the name WhatsApp reserved for it in WhatsApp Manager or Meta Business Suite. It can also adopt a different name in either tool or in the WhatsApp Business app. A business username gives customers a name they can type to reach the business.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Each business phone number holds one username, and no two numbers on WhatsApp share the same one. Customers find the business by searching its exact username. The business phone number stays visible on the profile. Business usernames are rolling out gradually, and a business can reserve one in the meantime.[4] Approved usernames become active once WhatsApp makes the feature available.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the reserved name is already in use on the business&#8217;s Facebook Page or Instagram account, the business links its phone number to that Page or account before claiming the name.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A business username runs 3 to 35 characters and uses English letters, digits, periods, and underscores, with at least one letter.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"does-your-display-name-change\" class=\"wp-block-heading\">Does Your Display Name Change?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A business can add a username and keep its display name, the business name customers see in their chats. Wherever a business has both, the display name shows first, including the profile, the chat list, and messages.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One display name can cover many business phone numbers, and each username belongs to exactly one number. In a chat window, WhatsApp shows the first name available from this list, in order:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The contact name the customer saved.<\/li>\n\n\n\n<li>The business&#8217;s verified name, or its Official Business Account name.<\/li>\n\n\n\n<li>The business username.<\/li>\n\n\n\n<li>The business phone number.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Our guide to <a href=\"https:\/\/360dialog.com\/blog\/whatsapp-official-business-account-oba\/\">discoverability and OBA<\/a> explains how Official Business Account status works.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"what-should-you-ask-your-developer-or-software-provider\" class=\"wp-block-heading\">What Should You Ask Your Developer or Software Provider?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A business should ask its developer or software provider whether its tools recognize customers by BSUID, accept messages without a phone number, and ask for a number where a flow needs one. The answers show whether username conversations land in the right customer record.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Six questions cover what Meta expects from connected tools:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Does our system store a BSUID on every customer record, next to the phone number?<\/li>\n\n\n\n<li>Does it accept and show messages that arrive without a phone number?<\/li>\n\n\n\n<li>Can it message a customer by BSUID when no phone number is on file?<\/li>\n\n\n\n<li>Do our CRM, campaign, measurement, and billing tools match customers by BSUID as well?<\/li>\n\n\n\n<li>Where a flow needs a phone number, does it use the Request Contact Info button and handle customers who decline?<\/li>\n\n\n\n<li>If we run click-to-WhatsApp ads, does each ad conversation reach the right customer record?<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Developers can find the technical side in our guide to <a href=\"https:\/\/360dialog.com\/blog\/whatsapp-bsuid-integration\/\">WhatsApp BSUID integration<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">360Dialog, an Official Meta Solution Partner, provides WhatsApp Business API access, and messages sent through the 360Dialog API can go to a customer&#8217;s BSUID. Our <a href=\"https:\/\/docs.360dialog.com\/docs\/resources\/phone-numbers\/usernames-and-bsuid\">Usernames and BSUID documentation<\/a> covers the technical details. <a href=\"https:\/\/360dialog.com\/whatsapp-api\">Get API access<\/a> to connect your number and check how your tools handle customers with usernames.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With BSUIDs in place, a sales or support team sees one history per customer, whether that customer shares a phone number or keeps it private. Each conversation stays in context for the people who answer it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/360dialog.com\/whatsapp-api\">Talk to us<\/a> about getting your WhatsApp Business API setup ready for usernames.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"frequently-asked-questions\" class=\"wp-block-heading\">Frequently Asked Questions<\/h2>\n\n\n\n<h3 id=\"are-whatsapp-usernames-required-for-customers-or-businesses\" class=\"wp-block-heading\">Are WhatsApp Usernames Required for Customers or Businesses?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">WhatsApp usernames are optional for both customers and businesses. A customer can add, change, or delete a username at any time, and deleting it makes their phone number visible again. A business can keep working with its phone number and display name alone. Meta still requires partners, directly integrated businesses, and click-to-WhatsApp advertisers to support BSUIDs, the IDs that identify customers who choose a username.<\/p>\n\n\n\n<h3 id=\"can-customers-find-a-business-by-its-username\" class=\"wp-block-heading\">Can Customers Find a Business by Its Username?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Customers can find a business by searching its exact business username in WhatsApp. WhatsApp has no directory to browse, so a customer needs the precise name, including any periods or underscores. Display names cannot be searched. The business username is the name customers can type to reach the right business, and each business username belongs to one business phone number.<\/p>\n\n\n\n<h3 id=\"does-a-business-username-hide-the-business-phone-number\" class=\"wp-block-heading\">Does a Business Username Hide the Business Phone Number?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A business username keeps the business phone number visible. The business phone numbers always appear on the business profile, and adopting a username leaves that unchanged. Hiding a phone number applies only to customers who choose a username for their personal account. For a business, the username adds a searchable name next to the display name and number customers already see.<\/p>\n\n\n\n<h3 id=\"do-whatsapp-usernames-change-billing-for-businesses\" class=\"wp-block-heading\">Do WhatsApp Usernames Change Billing for Businesses?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Meta&#8217;s documentation on business-scoped user IDs lists &#8220;No changes&#8221; for billing and invoicing, and the same for analytics. That page sets out what usernames and BSUIDs change for businesses on the WhatsApp Business API. Meta adds that everything described on the page is subject to change. A business can check the page again before it plans its WhatsApp budget.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"sources\" class=\"wp-block-heading\">Sources<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">[1] WhatsApp Help Center, &#8220;About usernames,&#8221; https:\/\/faq.whatsapp.com\/658755553162769\/ (accessed October 29, 2026).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">[2] WhatsApp Blog, &#8220;It&#8217;s time to reserve your WhatsApp username,&#8221; June 29, 2026, https:\/\/blog.whatsapp.com\/its-time-to-reserve-your-whatsapp-username (accessed October 29, 2026).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">[3] Meta for Developers, &#8220;Business-scoped user IDs,&#8221; updated October 23, 2026, https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/business-scoped-user-ids\/ (accessed October 29, 2026).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">[4] WhatsApp Help Center, &#8220;How to create and manage your business username,&#8221; https:\/\/faq.whatsapp.com\/25341714002191929\/ (accessed October 29, 2026).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"inLanguage\": \"en-US\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"Are WhatsApp Usernames Required for Customers or Businesses?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"WhatsApp usernames are optional for both customers and businesses. 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Software that looks customers up by phone number, such as a CRM, needs to recognize that ID as well or else those chats won\u2019t link to the [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":3069,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_360d_jsonld":"","footnotes":""},"categories":[223],"tags":[],"class_list":["post-3060","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-updates"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>WhatsApp Usernames for Business: What Changes | 360Dialog<\/title>\n<meta name=\"description\" content=\"WhatsApp usernames can hide a customer&#039;s phone number; businesses keep it after a chat in the last 30 days or a Contact Book entry, and use a BSUID otherwise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/360dialog.com\/blog\/whatsapp-usernames-business\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"WhatsApp Usernames for Business: What Changes | 360Dialog\" \/>\n<meta property=\"og:description\" content=\"WhatsApp usernames can hide a customer&#039;s phone number; 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