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Maintain Conversation Continuity with Meta Contact Book for Unified WhatsApp Usernames
WhatsApp users can better protect their identity by displaying an optional username in a conversation instead of their phone number. Connect this username (known as a Business-Scoped User ID) to a phone number in the customer’s Meta record by using a Meta feature called Contact Book.
| Available in: Lightning Experience |
Available in:
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Why Use Contact Book?
Contact Book collects all WhatsApp conversations linked to a user’s phone number or Business-Scoped User ID (BSUID) under one user record. Contact Book is enabled in Meta by default, and we recommend keeping it enabled. Without Contact Book, a user who adopts a BSUID could end up in two separate customer records: One for conversations tied to their phone number before BSUID adoption, and one for new conversations that associate to their BSUID. This lack of unification results in an incomplete conversation history.
Learn more about Contact Book in Meta’s documentation. After setting up Contact Book, we recommend sending an outbound message to all users’ phone numbers to make sure that they’re in your Contact Book.
What Features Did Salesforce Build for BSUID?
While BSUIDs and Contact Books are Meta features, Salesforce has added a new MessagingExternalUserKey field to the MessagingEndUser object to store a BSUID. The user’s phone number is still stored in the MessagingPlatformKey field on the same object. Both fields are auto-populated and stored in Salesforce after Meta shares the inputs.
Learn more about the MessagingEndUser fields for this feature.
