Turn a Username-Only WhatsApp Lead Into a Real Contact

August 25, 2026

When a customer using a WhatsApp username messages you, WhatsApp shares only that username, not their phone number. You can now add a Share contact info button to a WhatsApp template, or send the same request from a workflow, so the customer hands over their number in one tap. A lead you could not call becomes one you can.

A WhatsApp message showing the Share contact info button to the customer

How does the customer share their number?

They tap a button in the message. The number is then captured onto their contact record automatically, with no typing on their side and no manual entry on yours.

On templates: add a Share contact info button to utility and marketing WhatsApp templates.
From workflows: send the same request as an interactive WhatsApp message at whatever step of your follow-up makes sense, so you are not chasing numbers by hand.
Without creating duplicates: the shared number is only added when no existing contact already has it, so recovering numbers at scale does not clutter your database.

A phone number captured onto a contact record after the customer shared it

Can I call a customer who uses a username?

Yes. WhatsApp calling now works for contacts who use usernames, so a customer adopting one no longer drops out of your calling flows.

A WhatsApp call being placed to a contact who uses a username

How do I set it up?

You add the button to a template, and optionally add a workflow action so the request goes out automatically. Both take a couple of minutes.

Go to Settings > WhatsApp > Templates.
Create or edit a template, and under Button (Optional) choose Share contact info.
To automate it, go to Workflow > Action > WhatsApp interactive messages.
Set Interactive message type to Request Contact Info and write your message body.

The Request Contact Info interactive message action configured inside a workflow

Why does this matter for my business?

Usernames give customers privacy over their phone number, which is good for them but leaves you holding contacts you cannot call, export or run any phone-based follow-up on. Asking for the number closes that gap in a single tap, and the number lands cleanly on the contact with no duplicate created. In markets where WhatsApp usernames catch on quickly, this is the difference between a usable contact list and one full of people you cannot reach.

You will find it under Settings > WhatsApp > Templates, and as a workflow action under WhatsApp interactive messages.