Support for WhatsApp usernames and BSUIDs
Muhsin K
Published on
1 minute read
Chatwoot now supports Business-Scoped User IDs (BSUIDs) for WhatsApp. Your team can receive and reply to messages even when WhatsApp doesn’t share the customer’s phone number.
As WhatsApp rolls out usernames, customers can message businesses while keeping their phone numbers private. BSUIDs give Chatwoot the identity it needs to keep those conversations going.
Reply as usual
Messages arrive in your inbox, and agents reply from the conversation as they normally would. Chatwoot handles the WhatsApp identity in the background, so your team doesn’t need to copy or manage IDs.
When WhatsApp provides a username, it can appear on the contact. Older conversations associated with a phone number may appear under Previous Conversations.
Available for WhatsApp inboxes
Meta Cloud WhatsApp inboxes support receiving and replying to contacts identified only by a BSUID. Twilio WhatsApp inboxes use the identity information Twilio provides, with availability depending on Twilio’s rollout.