Hello,
We use the 3CX WhatsApp integration (WhatsApp Business Platform / Cloud API) with a phone number configured some time ago in the Meta Business Manager, and it works well for inbound messaging.
Meta is rolling out WhatsApp usernames during 2026, which lets end users hide their phone number. To support this, Meta has introduced a new identifier called the Business-Scoped User ID (BSUID), delivered in webhook payloads under a new "user_id" field. According to Meta's own documentation, BSUIDs have been flowing in webhooks since April 2026 for every user (whether or not they adopt a username), and once usernames go live, a user who adopts one and hasn't interacted with the business in the last 30 days (and isn't in the Contact Book) will send inbound webhooks WITHOUT a phone number, containing only the BSUID.
Meta reference: https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids
Meta also states that supporting BSUID is required for all directly-integrated businesses and partners, and that there is no recourse for those who aren't prepared once the feature is live.
My questions:
1. Does the current 3CX WhatsApp integration already handle the "user_id" (BSUID) field in incoming message webhooks, so that inbound messages are still processed correctly when a user adopts a username and no phone number is present?
2. If a customer contacts us via a username without a prior phone-based interaction, will 3CX still receive and route that message, or will it be dropped because it expects a phone number as the contact identifier?
3. Is any update planned to support BSUID, and if so, is there an approximate timeline?
I'd like to reserve our business username (which per Meta does not hide our own business number), but before doing anything I want to make sure the underlying BSUID change won't affect our existing WhatsApp operation on 3CX.
Thanks in advance for any clarification.
Versión 20.0 Update 9 (Build 995 Release - AI 1.4.48)
We use the 3CX WhatsApp integration (WhatsApp Business Platform / Cloud API) with a phone number configured some time ago in the Meta Business Manager, and it works well for inbound messaging.
Meta is rolling out WhatsApp usernames during 2026, which lets end users hide their phone number. To support this, Meta has introduced a new identifier called the Business-Scoped User ID (BSUID), delivered in webhook payloads under a new "user_id" field. According to Meta's own documentation, BSUIDs have been flowing in webhooks since April 2026 for every user (whether or not they adopt a username), and once usernames go live, a user who adopts one and hasn't interacted with the business in the last 30 days (and isn't in the Contact Book) will send inbound webhooks WITHOUT a phone number, containing only the BSUID.
Meta reference: https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids
Meta also states that supporting BSUID is required for all directly-integrated businesses and partners, and that there is no recourse for those who aren't prepared once the feature is live.
My questions:
1. Does the current 3CX WhatsApp integration already handle the "user_id" (BSUID) field in incoming message webhooks, so that inbound messages are still processed correctly when a user adopts a username and no phone number is present?
2. If a customer contacts us via a username without a prior phone-based interaction, will 3CX still receive and route that message, or will it be dropped because it expects a phone number as the contact identifier?
3. Is any update planned to support BSUID, and if so, is there an approximate timeline?
I'd like to reserve our business username (which per Meta does not hide our own business number), but before doing anything I want to make sure the underlying BSUID change won't affect our existing WhatsApp operation on 3CX.
Thanks in advance for any clarification.
Versión 20.0 Update 9 (Build 995 Release - AI 1.4.48)
