Maintain Conversation Continuity with Meta Contact Book for Service 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.
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Standard and
Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for
Business, Enhanced LINE, and Bring Your Own Channel
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.
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.
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