WhatsApp usernames are rolling out. Here’s how Mersal keeps you connected to every customer.
WhatsApp is adding usernames, and messaging by username has started to reach some customers: a few now message businesses without showing their phone number. It’s still rare, your conversations keep working, and Mersal is ready for the change. Here’s what’s happening, what you’ll see in Mersal, and three simple things to do now.
5 min read·Updated
What WhatsApp is changing
WhatsApp is introducing usernames, like @yourshop. On 29 June 2026, WhatsApp opened username reservations, so anyone can now reserve a username in the app under Settings → Account → Username.
The next step, messaging by username, has started to reach some customers. WhatsApp is rolling it out gradually and tells people in the app when it reaches them. It hasn’t announced a schedule or a list of countries.
What it means for your business
Customers who have messaging by username can message a business without revealing their phone number. Mersal has started to receive the first of these messages. It’s still rare.
Most of your existing customers won’t look any different. WhatsApp still shows you a customer’s number if any of these is true:
You messaged that number in the last 30 days.The customer messaged you in the last 30 days.The customer is saved in your WhatsApp contact book, which Meta keeps separately for each business.
WhatsApp also gives your business a WhatsApp ID for every customer: a code that identifies that customer for your business only. Mersal recognises each customer by it, with or without a phone number.
An example: a perfume shop in Amman
Imagine a perfume shop in Amman that shares its WhatsApp link on Instagram. A new customer taps the link and asks whether an oud perfume is in stock, without sharing their phone number.
In Mersal, the conversation opens in the Inbox as usual. The agent replies normally, inside the same 24-hour reply window. On the contact, where the phone number would be, the shop sees “Phone number not shared” and the customer’s @username. Chatbots and automatic replies don’t respond to these customers for now, so the shop’s team replies to them from the Inbox.
What Mersal already does for you
Mersal’s latest release gets you ready for customers who don’t share their number. Mersal now:
Recognises every customer by their WhatsApp ID, with or without a phone number.Shows “Phone number not shared” where the number would be, plus the customer’s @username if they have one. It’s never blank.Finds contacts by phone number, @username or WhatsApp ID when you search.Includes them in your marketing and utility campaigns, which still reach them on WhatsApp.Protects your one-time codes. Authentication templates can’t go to a contact without a phone number, so Mersal stops them before sending and nothing fails in front of you.Keeps honouring marketing opt-outs, even if WhatsApp later stops sharing a customer’s number.Suggests a merge when two contacts may be the same person, instead of guessing. You decide, and you can undo a merge within 30 days.Adds WhatsApp ID and WhatsApp username columns to your contacts export.
More improvements are coming.
Three things to do now
1
Keep your WhatsApp contact book switched onMeta keeps a contact book for your business that remembers customers’ numbers. It’s on by default. Turning it off permanently deletes it, and it can’t be restored.
2
Keep talking to your customersWhatsApp shows you the number of anyone you’ve messaged, or who has messaged you, in the last 30 days. Every conversation helps.
3
Think twice before switching your WhatsApp numberThe 30 days count separately for each business number, so a new number starts with no history and some customers may appear there without their number. Mersal warns you when you connect or disconnect a number.
What hasn’t changed
Importing contacts by phone number works as before.Sending to phone numbers works as before.The 24-hour reply window works the same way.Your templates stay as they are.
Guides for each part of the change
Our help centre has a short guide for each part of this change. You’ll find the links at the end of this post.
WhatsApp usernames and WhatsApp IDs: what’s changingContacts without a phone numberSending campaigns and automations to contacts without a phone numberReviewing and merging duplicate contactsExporting contacts: the new columnsChanging your WhatsApp number and your Meta contact book
Key takeaways
Hidden numbers have started to reach some customers. It’s still rare, and WhatsApp hasn’t announced a schedule.Most existing customers won’t change: recent conversations and your contact book keep their numbers visible.Mersal already recognises customers who don’t share their number, and keeps your campaigns and opt-outs working.
Frequently asked questions
For most customers, no. You still see a customer’s number if either of you messaged the other in the last 30 days, or if they’re in your WhatsApp contact book. Hidden numbers have started to reach some customers, but it’s still rare.
No. Mersal handles it. We recommend keeping your WhatsApp contact book switched on and thinking twice before changing your WhatsApp number.
It has started to reach some customers already. WhatsApp is rolling it out gradually and hasn’t announced a schedule or a list of countries.
Was this helpful?
Still need help?The Mersal team can review your setup and guide you through the next step.
WhatsApp usernames are rolling out. Here’s how Mersal keeps you connected to every customer.
WhatsApp is adding usernames, and messaging by username has started to reach some customers: a few now message businesses without showing their phone number. It’s still rare, your conversations keep working, and Mersal is ready for the change. Here’s what’s happening, what you’ll see in Mersal, and three simple things to do now.
5 min read·Updated
What WhatsApp is changing
WhatsApp is introducing usernames, like @yourshop. On 29 June 2026, WhatsApp opened username reservations, so anyone can now reserve a username in the app under Settings → Account → Username.
The next step, messaging by username, has started to reach some customers. WhatsApp is rolling it out gradually and tells people in the app when it reaches them. It hasn’t announced a schedule or a list of countries.
What it means for your business
Customers who have messaging by username can message a business without revealing their phone number. Mersal has started to receive the first of these messages. It’s still rare.
Most of your existing customers won’t look any different. WhatsApp still shows you a customer’s number if any of these is true:
You messaged that number in the last 30 days.The customer messaged you in the last 30 days.The customer is saved in your WhatsApp contact book, which Meta keeps separately for each business.
WhatsApp also gives your business a WhatsApp ID for every customer: a code that identifies that customer for your business only. Mersal recognises each customer by it, with or without a phone number.
An example: a perfume shop in Amman
Imagine a perfume shop in Amman that shares its WhatsApp link on Instagram. A new customer taps the link and asks whether an oud perfume is in stock, without sharing their phone number.
In Mersal, the conversation opens in the Inbox as usual. The agent replies normally, inside the same 24-hour reply window. On the contact, where the phone number would be, the shop sees “Phone number not shared” and the customer’s @username. Chatbots and automatic replies don’t respond to these customers for now, so the shop’s team replies to them from the Inbox.
What Mersal already does for you
Mersal’s latest release gets you ready for customers who don’t share their number. Mersal now:
Recognises every customer by their WhatsApp ID, with or without a phone number.Shows “Phone number not shared” where the number would be, plus the customer’s @username if they have one. It’s never blank.Finds contacts by phone number, @username or WhatsApp ID when you search.Includes them in your marketing and utility campaigns, which still reach them on WhatsApp.Protects your one-time codes. Authentication templates can’t go to a contact without a phone number, so Mersal stops them before sending and nothing fails in front of you.Keeps honouring marketing opt-outs, even if WhatsApp later stops sharing a customer’s number.Suggests a merge when two contacts may be the same person, instead of guessing. You decide, and you can undo a merge within 30 days.Adds WhatsApp ID and WhatsApp username columns to your contacts export.
More improvements are coming.
Three things to do now
1
Keep your WhatsApp contact book switched onMeta keeps a contact book for your business that remembers customers’ numbers. It’s on by default. Turning it off permanently deletes it, and it can’t be restored.
2
Keep talking to your customersWhatsApp shows you the number of anyone you’ve messaged, or who has messaged you, in the last 30 days. Every conversation helps.
3
Think twice before switching your WhatsApp numberThe 30 days count separately for each business number, so a new number starts with no history and some customers may appear there without their number. Mersal warns you when you connect or disconnect a number.
What hasn’t changed
Importing contacts by phone number works as before.Sending to phone numbers works as before.The 24-hour reply window works the same way.Your templates stay as they are.
Guides for each part of the change
Our help centre has a short guide for each part of this change. You’ll find the links at the end of this post.
WhatsApp usernames and WhatsApp IDs: what’s changingContacts without a phone numberSending campaigns and automations to contacts without a phone numberReviewing and merging duplicate contactsExporting contacts: the new columnsChanging your WhatsApp number and your Meta contact book
Key takeaways
Hidden numbers have started to reach some customers. It’s still rare, and WhatsApp hasn’t announced a schedule.Most existing customers won’t change: recent conversations and your contact book keep their numbers visible.Mersal already recognises customers who don’t share their number, and keeps your campaigns and opt-outs working.
Frequently asked questions
For most customers, no. You still see a customer’s number if either of you messaged the other in the last 30 days, or if they’re in your WhatsApp contact book. Hidden numbers have started to reach some customers, but it’s still rare.
No. Mersal handles it. We recommend keeping your WhatsApp contact book switched on and thinking twice before changing your WhatsApp number.
It has started to reach some customers already. WhatsApp is rolling it out gradually and hasn’t announced a schedule or a list of countries.
Was this helpful?
Still need help?The Mersal team can review your setup and guide you through the next step.