WhatsApp usernames in Kommo

WhatsApp usernames are an optional privacy feature that allows clients to communicate with businesses without automatically sharing their phone number.

Previously, WhatsApp communication mainly relied on phone numbers. With usernames, clients get more control over how their contact information is shared. In some cases, their phone number may be hidden.

Phone numbers are not disappearing from WhatsApp. Some clients will continue using phone numbers as usual, while others may use usernames. Kommo supports WhatsApp usernames, so you can continue receiving messages, managing chats, and working with leads using the available WhatsApp data.

Kommo supports WhatsApp’s new communication model, where a client’s phone number may be hidden. If WhatsApp does not provide the phone number, Kommo continues communication using the available WhatsApp data. Kommo supports:

• Communicating via WhatsApp Business with clients with hidden phone numbers;
• Creating chats and lead cards even when the client’s phone number is unavailable;
• Requesting a client’s phone number through a supported WhatsApp template;
• Adding a phone number to the lead card after the number becomes available.

This support helps you continue working with WhatsApp Business leads without losing incoming conversations or communication history.

A client may not have a phone number if:

• the client uses a WhatsApp username and chooses not to share their phone number;
• the client is new and WhatsApp has not previously shared their phone number;
• WhatsApp communication started through a Click-to-WhatsApp ad, service message, or another username-based interaction;
• the client did not agree to share their phone number after you requested contact information from them.

If the phone number is unavailable, you can still continue communication in Kommo using the available WhatsApp data.

Phone number visibility depends on the data WhatsApp shares. A WhatsApp client may appear with:

• a phone number only;
• a username and hidden phone number;
• a username and visible phone number.

Because of this, WhatsApp clients may appear differently in Kommo. Some chats may include a phone number, while others may not. A missing phone number is expected behavior and does not mean the integration is working incorrectly.

A client’s phone number is added to Kommo only when WhatsApp shares it. This may happen if:

• the client does not use a WhatsApp username;
• you recently communicated with the client using their phone number (within the last 30 days);
• the client exists in your WhatsApp Contact Book;
• the client agreed to share their number after you requested contact information from them.

If none of these conditions are met, the phone number may remain unavailable in Kommo. You can still continue communicating with the client using the available WhatsApp data.

WhatsApp Contact Book is a Meta feature that helps WhatsApp Business accounts recognize and store contact phone numbers shared during conversations.

If a client’s number exists in the Contact Book, WhatsApp may share it with Kommo even if the client later contacts you through a username instead of a visible phone number.

If you need a lead’s phone number, you can request it through a supported WhatsApp template. To do so, follow these steps:

1. Go to Automations > Templates > Chat templates. Click + New template.

1. Select WhatsApp template.

1. Select a template type and click Next.

1. Fill out all necessary fields. Make sure to click the +Share contact info button.

1. Send the template for review. Once Meta approves the template, you will be able to send it to leads.
2. Next, the client chooses whether to share their phone number.

a. If the client agrees, WhatsApp sends their contact card in the chat, and Kommo adds the number to the lead card.

b. If the client declines or ignores the request, the phone number remains unavailable and the conversation continues using the available WhatsApp identifier.

If a client’s phone number is available, messaging works as usual. You can continue using existing WhatsApp workflows, templates, automations, and campaigns.

If the phone number is unavailable, Kommo can still process the WhatsApp chat using the available WhatsApp data. The lead may not have a visible phone number, but communication can continue as usual.

If the phone number becomes available later, Kommo adds it to the lead card automatically.

Some WhatsApp clients may appear without a phone number after usernames become available. You are still able to send broadcasts and regular templates to users without phone numbers. However, we recommend to review workflows that rely on phone numbers, including:

• Salesbot scenarios that request or validate phone numbers;
• broadcasts and WhatsApp templates sent to selected segments;
• automations that use phone number fields.

If you need a client’s phone number, use Kommo's request flow instead of asking the client to enter it.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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