The implementation of Meta’s Usernames feature — the new @ usernames — introduced a new way of identifying users in the WhatsApp Business ecosystem. As part of this evolution, Meta now provides the Business Scoped User ID (BSUID), a unique identifier associated with a user within the scope of a Business Account.

To learn more about what Usernames are and what changes in your operation, check our documentation.

⚠️ Attention: It is important to note that BSUID does not apply when a chatbot flow is transferred to a commercial or support service.

This change also impacts journeys within Zenvia Customer Cloud. See the details below.

Impacted journey — Contacts

1. Read-only BSUID field

To access this field, go to Contacts > Contact Database > Edit Contact.

When editing a contact, the system now displays a new section called WhatsApp Identifiers, which contains the BSUID (Business Scoped User ID) field.

Field display

The BSUID field is displayed in read-only mode, allowing only the viewing of the identifier assigned by Meta.

Because the BSUID is generated and managed exclusively by Meta, manual editing is not allowed.

The BSUID value is obtained exclusively from Meta through the WhatsApp Connector.

This identifier cannot be created, imported, or modified by the user through the Zenvia Customer Cloud interface or through manual contact update operations.

Whenever the system receives an event from Meta containing the BSUID, the Contact Manager is automatically updated to store this identifier in the corresponding contact record.

2 - Chatbot Notification

Now, in the Chatbot List, Knowledge Bases, Conversations, and Flow Map journeys, the Meta username change may affect your chatbots. This means that, with identification by @username instead of phone number, some flows may be interrupted. To address this, review your chatbots that have WhatsApp integration, type I confirm when checking the message about the change displayed on the screen, and click Confirm acknowledgment to confirm that you have read and are aware of. 

Within the Flow Chatbot, if there is any block that depends on the phone number, a message will be displayed in the upper-right corner stating: Blocks with potential issues. You can then click View block and make the necessary adjustments by removing the phone number and adding the @username. If the Blocks with potential issues message is displayed but everything is working correctly, simply click Ignore.

3 - NLU Notification

Within Zenvia NLU, the notification about WhatsApp changes may affect your chatbots will be displayed on the first screen accessed from the home page or on the assistants screen. The rule and step-by-step process to be followed are the same as previously explained for Chatbot. Within the Flow Chatbot, the same rule explained above also applies.