WhatsApp is introducing usernames for all accounts, allowing users and businesses to be found and contacted without sharing a phone number. This article explains what a username is, how to register yours as a business, and how it works inside Callbell.
What is a WhatsApp username?
There are two sides to the username feature: one for businesses, and one for customers.
For businesses: a username is a unique public name linked to your WhatsApp Business phone number. Once active, customers can search for and message your business using your username instead of your phone number.
For customers: WhatsApp users can also activate their own personal username and choose to hide their phone number. This means a customer can start a conversation with your business without sharing their phone number at all. Your team will only see their username and an anonymous identifier generated by Meta.
| Important: In Callbell, you may start receiving contacts that have no phone number associated, only a username. |
Username registration is being rolled out in waves. Reserving your username early protects your brand name even if activation in your country comes later.
How to register your username via Meta Business Manager
- Log in to WhatsApp Manager with an account that has full control over the phone number.
- In the left menu, go to Account tools › Phone numbers and select the number you want to configure.
- Open the Profile tab.
- In the Username section, click Create.
- Choose one of the options below and confirm.
Pre-approved username suggestions
Meta may have already reserved username suggestions for your business. These suggestions are processed faster and have a higher chance of being approved. If you see a suggestion that fits your brand, this is the recommended option.
Custom username
If the pre-approved suggestions do not fit your brand, you can request a different username. Custom usernames go through a Meta review process that can take up to 24 hours, and approval is not guaranteed. If the username is rejected, you will need to try a different one.
Once submitted, your username will have one of the following statuses:
- Reserved: The username has been approved but is not yet visible to users. It will become active once the feature rolls out in your country.
- Approved: The username is active and already visible to WhatsApp users.If your country's activation wave hasn't arrived yet, your username will stay in Reserved status and become active once the feature rolls out in your region.
How usernames work in Callbell
Once a customer messages your business using their username, Callbell handles it in the following way:
- The username is saved as a custom contact field. It appears automatically in the contact's profile. For contacts who chose not to share their phone number, the username may be the only identifier available.
- You can search by username just like you would search by a contact name or phone number. Simply type the username in the search bar to find the contact.
| Note: It is not yet possible to initiate a new conversation in Callbell using a customer's username. |
FAQ
Can a customer contact my business without sharing their phone number?
Yes. When a customer activates their personal username on WhatsApp and chooses to hide their phone number, they can start a conversation with your business without sharing it. In that case, your team will only see their username and an anonymous identifier, with no phone number available.
Does my business username hide my company's phone number from customers?
No. Your business username is a brand identity feature. Customers can still see your phone number on your business profile. The privacy option applies to your customers, not to your business account.
Can I have more than one username per number?
No. Each WhatsApp Business number can have only one username at a time, and it must be unique across all of WhatsApp.