WhatsApp is introducing a new way to identify users through Usernames.

In practice, this means that, in addition to a phone number, users will be able to start conversations using an @username — the familiar @ identifier — and a unique identifier called BSUID (Business Scoped User ID), similar to what already exists on other social networks.

This update gives users more privacy by allowing them to decide when they want to share their phone number. As a result, your company may start conversations without receiving the customer’s phone number during the first interaction.

What changes for businesses?

Until now, the phone number was the main identifier used to recognize a customer throughout the entire service journey.

With the introduction of usernames, WhatsApp now uses a new technical identifier: BSUID (Business-Scoped User ID).

In many scenarios, this identifier will be used to consistently recognize a user, even when the phone number is not available.

BSUID becomes the main reference used in webhooks and official WhatsApp API integrations.

In other words, this is not just a change in the user experience. It is an evolution in how WhatsApp manages identity, privacy, and integration between businesses and customers.

Will phone numbers stop existing?

No.

Phone numbers will continue to be used whenever they are available or when the user chooses to share them.

The main difference is that the phone number is no longer the only possible identifier.

For this reason, companies that still rely exclusively on phone numbers to identify customers may face challenges as usernames become more widely adopted.

Which operations may be affected?

It is recommended to review processes related to:

• Ads that send users to WhatsApp;

• Automated customer service;

• Customer identification;

• CRM integrations;

• Relationship and re-engagement campaigns.

Adapting these processes helps provide a smoother customer experience and prevents interruptions in automations and integrations.

How Zenvia helps during this transition

With the official WhatsApp API and a platform designed to support Meta’s latest guidelines, Zenvia helps your company continue identifying customers, automating journeys, and integrating systems securely and reliably.

This allows your operation to take advantage of the benefits of usernames and BSUID without losing continuity, efficiency, or service quality.

If you are still using an unofficial API, contact Zenvia and update your operation before this change affects your business.

But I use an unofficial API and my WhatsApp works normally. Why should I change?

Unofficial solutions may work in the short term, but because they are not part of WhatsApp’s official infrastructure, they cannot guarantee support for changes implemented by the platform.

Features such as usernames, BSUID (the new user identifier), new authentication and identity models, advanced automation capabilities, and improvements in the official API and integrations are released and supported only within the official WhatsApp ecosystem.

This means that companies using the official API can continuously benefit from these platform updates, while unofficial solutions may have limitations in supporting new features.

What are the risks of using an unofficial API?

Although an unofficial solution may meet your current operational needs, it is subject to changes that are outside your company’s control.

The main risks include:

• Account blocking or restrictions;

• Loss of access to new WhatsApp features;

• Instability in integrations and automations;

• Frequent adaptations required to keep operations running.

These factors can directly affect business continuity and the experience provided to your customers.

Planning for your business growth

More important than simply working today is choosing a solution that can evolve with your business.

WhatsApp is no longer just a messaging application. It has become one of the main communication channels between companies and customers.

By using the official WhatsApp API with Zenvia, your company operates on an infrastructure designed to keep up with platform updates, reducing risks, preserving integrations, and ensuring access to new WhatsApp features.

This allows your operation to grow with greater predictability, security, and the ability to evolve together with the platform.