Meta’s WhatsApp Usernames allow users to connect with businesses without sharing their phone numbers. When a user chooses to use a WhatsApp username, Meta identifies them using a Business‑Scoped User ID (BSUID) instead of their phone number.

Sprinklr supports both phone numbers and BSUIDs, enabling businesses to continue identifying customers and sending WhatsApp messages regardless of which identifier Meta provides.

BSUID Characteristics

• BSUIDs can be used to message a WhatsApp user even when their phone number is not known.

• BSUIDs are scoped to individual client business portfolios and are unique to each business portfolio–user pair.

• Example format: US.13491208655302741918 (country code + ID).

Limitations

BSUIDs cannot be used to send one‑tap, zero‑tap, or copy‑code authentication templates. These templates require the user’s phone number.

Customer Profile Identifiers

When Sprinklr receives WhatsApp events from Meta, it stores the identifiers provided for the customer profile. Depending on the information available, a profile may contain:

• Phone number

• Business‑Scoped User ID (BSUID)

• Both identifiers

This ensures Sprinklr can support customers who adopt WhatsApp usernames as well as those who continue using phone numbers.

Outbound Messaging

Sprinklr automatically determines which identifier to use when sending outbound WhatsApp messages. Phone numbers are always given precedence over BSUIDs. The platform follows this order of priority:

Tokenization Support

Sprinklr supports tokenization of BSUIDs to securely process customer identifiers received from Meta. This ensures sensitive identifiers are handled safely across workflows.