With the introduction of the WhatsApp Username feature as of July 1, 2026, phone numbers are no longer used as the primary customer identifier. Instead, WhatsApp uses Username and Business-Scoped User ID (BSUID), which is a unique identifier created so businesses can continue to interact with customers who choose to hide their phone number information.

Learn more about Username and BSUID.

If you still require phone numbers for certain communication needs, you can send a request to your customers to share their phone numbers using the Phone Number Request template. The phone number will be displayed and automatically saved to the Customers data in Qontak after your customer gives their consent via WhatsApp.

You can only send the template up to 3 (three) times to 1 (one) customer in 1 day. The quota will be reset daily at 00:00 GMT+7.

In this article, you will learn how to create a Request Phone Number template in Qontak.

A. Creating a Phone Number Request Template

Phone Number Request Template is a Utility category template used to request customers' phone numbers via WhatsApp. In Mekari Qontak, the Phone Number Request template can be created automatically or manually, as follows.

1. Automatic Creation (Automatic)

The Phone Number Request template will be created automatically after the WhatsApp Business Account (WABA) number is successfully integrated into Qontak and there is no Phone Number Request template with Approved status on that WABA account.

Important:
Qontak has automatically created the template on July 7, 2026, so you can immediately send phone number requests to your customers without needing to create the template manually.

2. Manual Creation

Besides automatic creation, you can also create the Phone Number Request template manually if the template is not available or has been disabled by Meta.

Follow the steps below to create the template manually.

1. Log in to your Qontak account. Then select the Campaign menu.

2. Next, select the “Templates” tab.
   

3. You will be directed to the main Template page under the “WhatsApp” tab.
   

4. Then, click “Create template”.
   

5. Next, choose the template type “Phone number request”.
   

   Important
   - Please note that each WhatsApp Business Account (WABA) can only have 1 (one) Phone Number Request template with Approved status.
   - If you already have an Approved Phone Number Request template for your WABA, the Phone Number Request template option will be disabled.
   
   - Before creating a WhatsApp template, you must connect your WhatsApp Business Account (WABA) and register your WhatsApp phone number with Qontak. If not connected, the system will display a pop-up or message directing you to the Integration page to connect WABA first.
   Learn how to connect your WhatsApp Business API (WABA) account.
   
   - For this template type, the OTP validation process that you activate from the Settings menu will not apply. So you do not need to enter OTP verification when creating the Phone Number Request template.
   Learn more about OTP implementation on Utility templates

6. Then select your Account (WABA).

7. The template name will automatically fill in the Template name field. You can use Qontak’s recommended name or set your own template name.

   The template name must be unique for each language.
   

8. Click “Submit” to confirm the template creation.
   

9. The successfully created phone number request template will appear on the Template page. Meta will then review the template you created.
   

   - Like other WhatsApp templates, all template creations must be approved by Meta before they can be used.
   - Templates that have been created cannot be deleted.
   

10. To view the message template details, click “Actions”, then select “View details”.
    

11. The detailed template view will look like the following.
    

B. Requesting Phone Number via the Inbox Page

Phone Number Request templates that are available can be used in the Inbox menu. In the room conversation from customers who choose to hide their WhatsApp phone number, you will see a Request Phone Number button as shown below.

- This button will not appear if you already have the related customer’s phone number.
- The phone number may be available if the customer did not choose to hide their phone number when the conversation started, or if Meta still provides this information during the transition period.

If the template is sent successfully, you will see an outbound message with Requested status as shown below.

If the customer consents to share their WhatsApp phone number, the status will change to Phone number shared, the phone number will appear as an inbound message and will be automatically updated in the Customers data.

C. Availability and Usage of Phone Number Request Templates