Meta has introduced the WhatsApp Username feature that allows WhatsApp users to interact with businesses without displaying their phone numbers. With this change, phone numbers will no longer always be available as the primary customer identity, as you can choose to hide them.

Important 
The implementation of the BSUID feature will begin on June 1, 2026.

To adapt to these changes, the Business-Scoped User ID (BSUID) will be implemented as the primary customer identity in the system.

Business-Scoped User ID (BSUID) is a unique ID provided by WhatsApp to identify each user within a specific business context. This ID remains consistent even if the user uses a username or hides their phone number. By using BSUID, Qontak can ensure that customer conversation history is preserved, lead attribution remains accurate, and messaging features such as service messages and replies from WhatsApp ads continue to operate without interruption.

As part of this implementation, several pages in Qontak will undergo adjustments, including Inbox, Contact, Report, and WhatsApp Notification in the CRM.

A. BSUID Implementation Simulation

To support the change in user identification systems, WhatsApp will introduce a new customer identity to replace phone numbers under certain conditions, alongside the launch of the username feature.

Going forward, phone numbers will not always be shared with businesses. Instead, WhatsApp provides the Business-Scoped User ID (BSUID), a unique identity used by businesses through the WhatsApp Cloud API to identify users.

Below is an overview of the user identification mechanism by businesses on WhatsApp currently and after the changes are applied.

1. Current condition (Today)
   Businesses identify users using the phone number shared by users when interacting on WhatsApp.

2. Condition after changes applied – users without username
   If the user does not use a username, businesses can still identify the user through their phone number. In some implementations, the Business-Scoped User ID (BSUID) may also be available as an additional identity.

3. Condition after changes applied – users using username
   If the user uses a username, the phone number will no longer always be shared with businesses. In this case, the user will be identified using the Business-Scoped User ID (BSUID) as the primary identity.

Thus, the BSUID will become the unique user identifier on the business side, enabling identification processes, system integration, and user data storage to continue even if the phone number is unavailable. 

Important
In some conditions, the user's phone number may still be shared with businesses, such as when the user has not used a username or when there is a previous interaction history between the user and the business. In the case of previous interactions, the user's phone number may still be accepted by the business up to 30 days from the last interaction.

After the BSUID is released by Meta, the user's phone number may still be accepted by businesses for a certain period. This applies up to 30 days from the first time the user sends a message to the business after BSUID is released.

The flow is as follows:

1. Meta releases BSUID
   The user identification system change begins to be implemented by Meta, followed by Qontak.

2. Customer sends message to business
   When the customer sends a message after BSUID is released, that interaction counts as the start of the 30-day period.

3. Customer hides phone number
   Even if the customer chooses to hide their phone number, the business can still receive the phone number during the 30-day period from the first interaction.

4. After 30 days
   If the customer continues to use a username and hide their phone number, the business will no longer receive the user's phone number.

B. Comparison of Systems Before and After BSUID Implementation

After BSUID implementation, the primary user identity in API integration changes from phone number (wa_id) to BSUID (user_id). Phone numbers become additional information and are not always available.

C. Mekari Qontak Pages Affected by BSUID Implementation

The implementation of Business-Scoped User ID (BSUID) also brings changes to the display and user identification mechanism on several Mekari Qontak pages, especially on the Contact Card and Inbox.

Important
There are no changes to the Campaign page after BSUID implementation. This is because broadcast activities still require phone numbers as message delivery targets, so broadcast reports continue to display phone numbers.

Previously, user identification fully depended on phone numbers, so phone numbers were always visible and used as the basis for user searches. After BSUID is implemented, the system will use BSUID as the main identifier on the backend, while the username can be displayed as the user identity. Under certain conditions, phone numbers are not always available, so users can share their phone numbers through the Request Phone feature in conversations.

1. Inbox Page

Table 1. Comparison of Inbox view before and after BSUID implementation

To submit a request for the user's phone number, you can follow these steps:

1. Log in to your Qontak account, then select the “Inbox” menu.
   

2. Then click the “Assigned to me” tab.
   

3. Then click on one chat room.
   

4. Then click the ‘add’ icon below. Then select “Phone number request”.
   

5. The system will display a phone number sharing request in the conversation column. Click “Send” to continue.
   

6. Then, the phone number sharing request is successfully sent and will be displayed in the conversation column with the status Requested. Next, please wait for a response from your customer.
   

7. As additional information, here is the appearance of the request that will appear on your customer's WhatsApp page.
   

8. If the customer agrees to share their phone number, the phone number will be displayed on the Inbox page as shown below.
   

2. Contact Page

Table 2. Comparison of Contact Detail view before and after BSUID implementation

Before	After

3. Report Page 

All reports on Chat, Package Usage, and Voice will also display the username as well as the user's phone number.

4. Create Push Notification Page [CRM]

The implementation of BSUID can also affect the use of the WhatsApp Notification feature in the CRM. This feature still requires a phone number as the message delivery target.

If user data does not have a phone number, the system cannot send WhatsApp notifications. In this condition, the system will display information or notes in the system indicating that the notification cannot be sent because the phone number is unavailable.

WhatsApp notifications in the CRM can only be sent if user data has an available phone number.

D. Data Flow Changes After BSUID Implementation

After the implementation of Business-Scoped User ID (BSUID), the system will use BSUID as the primary identifier to identify users. Previously, the system used phone numbers as the primary key in the process of searching and matching user data.

With this change, BSUID becomes the unique and permanent identity used by the system, while phone numbers serve as additional information that can be used if available.

The comparison of these changes can be seen in the following table.

E. API Changes After BSUID Implementation

The implementation of Business-Scoped User ID (BSUID) also brings changes to the WhatsApp API integration mechanism. Previously, message sending and user identification through the API fully used phone numbers as the main identifier.

After BSUID is implemented, the system can use BSUID or username as the user's identifier. Phone numbers can still be used, but they are no longer the only identifier in the API integration process.

1. Comparison of API Endpoints Before and After BSUID

2. Impact of API Changes and Required Actions

Parameter Priority Order

1. bsuid – highest priority, recommended for new integrations.
2. username – secondary option.
3. phone_number – used in existing integrations.   

3. Webhook Changes After BSUID Implementation 

(New Field in Incoming Message Webhook)