WhatsApp BSUID changes | The place for Zendesk users to come together and share
Skip to main content
Solved

WhatsApp BSUID changes

  • May 14, 2026
  • 1 reply
  • 113 views
Pablo11

Hello,

Considering the following change: Announcing changes to how WhatsApp users are identified – Zendesk help

Is there any way we can retrieve the phone number? maybe a new messaging/sunco endpoint.  We rely on this value to carry out integrations with many clients; this will disrupt the operations of many businesses

 

Kinds regads,

 

Best answer by Adrien

Hey Pablo! 

Here is the information I could find: 

  • Phone number moves to additionalIdentifiers. This is an additive change. Code should read the phone number from additionalIdentifiers.phoneNumber instead of externalId.
  • Phone number may be absent. If a user has enabled WhatsApp usernames, their phone number may not be included in webhooks at all. Integrations should not assume it is always present and should build a fallback for any logic that requires it.

There is a way to get the phone number if it’s there and being shared (unsure what these conditions are, it’ll depend on Meta) but there is no guarantee one will be there so you’ll need to consider other options for the integrations and have a fallback in case there is no number. 
Please bear in mind this is a change initiated by Meta to support usernames and in certain cases no phone number is attached to that account. 

Hope this helps! 

Z

1 reply

Adrien
  • AdrienEmployee
  • Employee
  • Answer
  • May 15, 2026

Hey Pablo! 

Here is the information I could find: 

  • Phone number moves to additionalIdentifiers. This is an additive change. Code should read the phone number from additionalIdentifiers.phoneNumber instead of externalId.
  • Phone number may be absent. If a user has enabled WhatsApp usernames, their phone number may not be included in webhooks at all. Integrations should not assume it is always present and should build a fallback for any logic that requires it.

There is a way to get the phone number if it’s there and being shared (unsure what these conditions are, it’ll depend on Meta) but there is no guarantee one will be there so you’ll need to consider other options for the integrations and have a fallback in case there is no number. 
Please bear in mind this is a change initiated by Meta to support usernames and in certain cases no phone number is attached to that account. 

Hope this helps! 

Cheers! Adrien
    Terms & ConditionsAccessibility statement