WhatsApp Usernames

Description

WhatsApp is introducing the ability for users to create a username and hide their phone number when chatting with businesses.

This feature allows:

• Your customers to identify themselves as @maria.lopez instead of +502 5555 0000.
• Some customers to choose to hide their phone number.
• Reach to recognize each customer uniquely, even if they don’t share their number.

Reach is already prepared to operate with usernames from day one. You don’t need to configure anything.

Prerequisites

No configuration or activation is required. The feature is automatically available in your Reach account.

Key Concepts

What Changes with Contacts Without a Number

When a customer hides their phone number, here’s what changes and what stays the same:

What Does NOT Change

• Contacts who share their number work exactly the same as always.
• Other channels (Instagram, Messenger, Telegram) are not affected.

Reach Guarantees

Reach guarantees that a customer with a hidden phone number is treated like a normal customer:

How to Request the Phone Number

When a customer appears without a phone number, you can request it from the conversation.

Procedure

1. Identify the notice in the contact panel.

   • You’ll see the message: “No phone number — you can request it from the message bar”.

2. Click the “Request contact info” button in the message bar.

3. Customize the message that will accompany the request.

   • You can see an exact preview of what the customer will receive.

4. Click “Send request”.

5. Wait for the customer to share their number.

   • The customer will receive a message with an official WhatsApp button.
   • When they tap it, WhatsApp shows them their number and asks them to confirm.
   • The decision is the customer’s.

Expected Result

Once the customer shares their number:

• The contact is updated with the confirmed phone number.
• The “Confirmed number” label appears in the contact panel.
• The number is registered in both Reach and WhatsApp.
• All future messages from that customer will arrive identified with their number.

How to Re-contact a Customer Without a Number

You can re-contact a customer who hasn’t shared their number.

Procedure

1. Open the customer’s conversation.

2. If the conversation is closed (more than 24 hours have passed), send a template to reopen the conversation.

3. Once the conversation is active, request the number following the procedure described in the previous section.

Expected Result

• The conversation reopens with the template.
• You can request the number within the 24-hour window.

Important Limitation

It’s not possible to include a contact without a number in a bulk campaign. Campaigns are built from phone numbers. To include them, you must first obtain their number from the conversation.

How to Reserve Your Business Username

Businesses can also have their own username on WhatsApp (for example, @yourcompany).

Procedure

1. Log in to WhatsApp Manager in Meta Business Suite.

2. Look for the option to configure your WhatsApp Business account username.

3. Enter the name you want to reserve for your business.

4. Confirm the reservation.

Expected Result

• Your business is identified with the chosen username.
• Customers can find you by searching for your username on WhatsApp.

Important Consideration

Usernames are assigned on a first-come, first-served basis. Reserve yours as soon as possible to protect your brand and prevent someone else from registering a similar name.

Important Considerations

• You cannot enter the number manually. The official request is the only way to obtain the number, as it comes directly from the customer’s phone and is confirmed by them. A manually entered number with errors could cause messages to reach someone else.

• The “number belongs to another contact” notice is a protection. If the number the customer shared is already associated with another contact, the system doesn’t merge them automatically. The contact continues to work without a number.

• The request has no additional cost if made within the 24-hour window (active conversation). It doesn’t require template approval.

• Other channels are not affected. Instagram, Messenger, and Telegram work exactly the same as before.

• The rollout is gradual. Meta is activating this feature country by country, without announcing the order. Contacts without numbers will appear as the rollout progresses in each region.

Best Practices

• Request the number in the first conversation. This resolves everything at once and allows you to include the customer in future campaigns.

• Customize the request message. Adapt the text to the conversation context so the request feels natural and the customer feels comfortable sharing their information.

• Reserve your business username as soon as possible. Names are assigned on a first-come, first-served basis. Protect your brand before someone else does.

• Don’t worry about existing contacts. Customers who have already shared their number continue to work exactly the same. This feature only affects new contacts who choose to hide their number.

Frequently Asked Questions

When will it be available?

Meta is activating this feature country by country, without announcing the order. Reach already has all the necessary adaptations to operate with usernames from day one.

Why does a customer appear without a number if their WhatsApp has one?

WhatsApp only shares the number with your business when a previous relationship exists: recent conversations or a number the customer already shared before. If that relationship doesn’t exist (for example, a new customer who writes with their username), the conversation arrives only with the username. The solution is to request it from the message bar.

Can I send a normal message to a contact without a number?

Yes. The conversation flows the same as with any other customer. You can send normal messages within the usual conversation window, whether or not their number is registered.

Does it affect my current campaigns?

No. Contacts with numbers continue to work the same. Contacts without numbers are a new case that will grow gradually as Meta progresses with the rollout.

What happens if the conversation is already closed?

You can re-contact the customer by opening a new conversation with a template, just like with any other contact.

What does the “number belongs to another contact” notice mean?

It’s a system protection. The number the customer shared is already associated with another existing contact. The system doesn’t merge them automatically to avoid confusion. The current contact continues to work without a number.

Summary

Documentation updated: July 2026