Conversations · 1 min read
Request a Phone Number from WhatsApp Username Contacts
Some customers message you on WhatsApp with a username, without sharing their phone number. If you need their number, you can ask them to share it. They decide whether to share.
Before you start
- WhatsApp is connected.
- The username contact is already known in your account from earlier WhatsApp activity.
- The workflow option needs an open 24-hour customer service window. Outside it, use an approved template.
- Templates must be approved by Meta first.
Option 1: Add a button to a template
- Go to Settings > WhatsApp > Templates.
- Create or edit a Marketing or Utility template.
- Write your message.
- Under Button, click Add button and choose Share contact info.
- Finish the template and submit it for approval.
- Once approved, send it to the contact.
The customer can tap the button to share their details.
Option 2: Ask from a workflow
- Go to Automation and open the workflow.
- Click + and add WhatsApp Interactive Messages.
- Choose the From phone number.
- Set Interactive Message Type to Request Contact Info.
- Explain why you're asking for their number.
- Save, publish, and test the workflow.
When the customer responds, WhatsApp opens its own contact-sharing screen.
Duplicate protection
When a customer shares a number, FunnelStreams checks whether another contact already has it.
- If not, the number is added to the username contact.
- If another contact has it, the number isn't added, and the two contacts aren't merged automatically. If they're the same person, merge them yourself.
WhatsApp calling
WhatsApp calling can work with username contacts too, under the usual WhatsApp calling rules. Requesting contact info is still useful when you need their actual phone number.