WhatsApp Username & BSUID
What's Changing and How Omnichat Has You Covered
What's changing
From July 2026, WhatsApp users can gradually create an optional @username. When a customer adopts one, their phone number is no longer automatically shared with businesses.
To keep customer identification intact, WhatsApp is introducing the Business-Scoped User ID (BSUID), a stable, privacy-safe identifier unique to your business. Username rollout begins in selected markets (including Singapore and Malaysia) from late July 2026, with full global rollout including Hong Kong from September 2026.
You can read more about WhatsApp Username & BSUID at our blog : WhatsApp Usernames & BSUID: The Essential Guide for Your Business 2026
What this means for your business
Customers who adopt a username may message you without sharing their phone number
Without preparation, this could create duplicate contacts and break flows that rely on phone numbers
With BSUID captured and linked to a phone number, username adoption has zero impact on that contact, so messaging, contact records, and conversation history all continue as normal
What Omnichat is doing about it
Already live
Capturing BSUIDs automatically from all inbound interactions (since 8 April 2026) and all successfully delivered outbound messages (since 17 June 2026), no setup required
BSUID visible in your contact profiles and audience lists today
BSUID field included in all webhook and Open API responses alongside phone number
Automatic contact matching: when a customer with a username messages you, Omnichat uses the captured BSUID to match them to their existing contact, preventing duplicate
Send messages via BSUID across all flows (conversations, OMO, broadcasts, journeys, automations, API (excluding broadcast api)
QR code loyalty point redemption for BSUID-only contacts
One-way BSUID sync from Omnichat to Salesforce / HubSpot
Search contacts by BSUID in Channel Contacts
Get Contact Info card, a native share button in chatbot flows so customers can share their phone number in one tap
Share Contact Info
Feature Spec
Card format
Body
Compulsory
Maximum of 1024 characters.
Titles and headers are not supported.
Button actions are not supported.
WhatsApp system will automatically convert and translate the corresponding official standard translation based on the user's phone's current language settings. Example:
English: Share Contact Info
Traditional Chinese: 分享聯絡資訊
Additional Actions cannot be set because clicking the button does not immediately trigger the Meta Webhook; the user needs to click "send" separately.
Additional Actions:
Tagging
Set custom attributions
Card format
The text displayed on the buttons will be determined based on the console's language.
English: Share Contact Info
Traditional Chinese: 分享聯絡資訊
Simplified Chinese: 分享联系信息
Japanese: 連絡先を共有する
Processing older version of chatbots
Adding or editing "Get Contact Information Cards" is not supported.
When the card has been created in the newer version of chatbot, the following functions are supported:
View "Get Contact Information Card" (excluding settings)
Dragging card order
Delete card
Supports sending "Share Contact Information Card" related function pages
Conversation (Inbox)
Sending chatbot via saved reply
Keyword-triggered chatbot
Group message
Group messaging - saved reply
Journey
Chatbot
Supported dialogue types:
WhatsApp conversation
WhatsApp Coexistence conversation
Contact Webhook Related Processing
Condition: When a user shares contact information a contact webhook will be triggered.
Upon receiving the webhook, the contact information (customer name, phone number) will be updated immediately.
Contact information within the conversation will also be updated in real time, including in the following locations:
Customer's name in chatroom
Customer's phone number in chatroom
Customer information on the right side of the chatroom
Need help?
If you have questions about this update or need assistance reviewing your integration, please contact our support team. You can also refer to our Open API Documentation for full API details.
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