The short answer
WhatsApp is bringing in usernames during 2026, so some people may chat with businesses without sharing a phone number. Meta added a new customer ID to its business data from April 2026 and lets businesses reserve usernames from 29 June 2026. For now Meta still recommends messaging by phone number, so keep collecting numbers at billing.
Key takeaways
- Usernames mean some chats may arrive without a phone number.
- Your bills link visits to customers through phone numbers.
- Keep collecting numbers at billing, with consent.
What’s changing
People will be able to use a username on WhatsApp. Meta has started giving businesses a separate customer ID in its data, alongside the phone number, and businesses can reserve their own username.
What it means for your list
Your POS links visits to customers by phone number. If more people chat with you by username, the link between a chat and a bill gets weaker.
What to do now
Keep asking for a number at billing, with a clear reason. Reserve your business username. Wait for Meta’s guidance before changing how you collect anything.
Sources
Put it to work.
See who’s due for this one in your own Reten.
Written by the Reten editorial team. General guidance, not legal advice: check consent and messaging rules for your business before you send.
