WhatsApp Usernames

On a first-time message from a customer who has adopted a username, you will not receive their phone number. Let’s learn how this works.

When a WhatsApp user who has adopted a username messages your business for the very first time, your CRM creates a contact from their username and business-scoped user ID.

Your current contacts, their records, and their full conversation history stay intact. No migration, no disruption to running automations.

This works similarly to contacts incoming from Instagram, where the contact will be identified by their username until they provide extra information.