Meta Contact Book helps maintain the association between a WhatsApp user’s BSUID and phone number. When both identifiers are available, Salesforce can more reliably match incoming messages to an existing messaging user and preserve conversation continuity.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced WhatsApp channels |
This article doesn’t apply to:
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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?
Meta includes the user’s BSUID in WhatsApp message webhooks. Whether Meta also includes the user’s phone number depends on the user’s interaction history and whether the user is in your Contact Book.
If a user is in your Contact Book, Meta includes both the BSUID and phone number in webhook payloads, including after the user adopts a username. Salesforce can use the phone number to match the user to an existing MessagingEndUser record and maintain conversation history.
Without the Contact Book, Meta can stop including the phone number after the applicable 30 day interaction period. Salesforce may then receive only the BSUID. If Salesforce cannot associate that BSUID with an existing MessagingEndUser record, the user’s messages can be associated with a separate record, resulting in fragmented conversation history.
Contact Book is provided and hosted by Meta, and no Salesforce integration work is required. Meta adds a user’s phone number and BSUID to the Contact Book when your business sends a message or makes a call to the user’s phone number, or receives a message or call from that phone number. Contact Book is enabled by default. We recommend confirming that it remains enabled in WhatsApp Business Manager.
How does a BSUID relate to a Username in Meta?
A user can optionally add a username that displays in place of a phone number in the customer-facing app. It's a privacy tool. On the back-end, the phone number is still associated with a BSUID as the two unique identifiers that maintain conversation continuity. If a user doesn't add a username, they'll still be associated to a BSUID. Changing a user's username won't affect the BSUID and phone number connection.
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.