The Q2 2026 Spotler Message release introduces support for WhatsApp Usernames and Business Scoped User IDs (BSUIDs). This update prepares organizations for upcoming changes in WhatsApp identity management, allowing customer conversations to continue even when phone numbers are no longer the primary identifier.
The full release introduces:
- WhatsApp Usernames and Business Scoped User IDs
- WhatsApp Business App Integration
- Template Saving Tool
- Advanced SMS Calculator
WhatsApp Usernames and Business Scoped User IDs
Spotler Message now supports Meta's Business Scoped User IDs (BSUIDs) architecture and upcoming WhatsApp username functionality.
WhatsApp is introducing usernames and Business Scoped User IDs (BSUIDs), see official communication by Meta. These identifiers allow WhatsApp users to communicate with businesses without sharing their phone number. A BSUID is a unique identifier assigned by WhatsApp that remains linked to a contact, even if the customer later changes their username.
Business Scoped User IDs provide a stable customer identifier. This means conversation history, contact records and customer profiles remain connected, even when a customer changes their WhatsApp username.
Spotler Message is fully prepared for this transition. As Meta gradually rolls out usernames, WhatsApp conversations, contact management and integrations will continue to function without requiring changes to existing workflows.
Availability of usernames is determined by Meta
WhatsApp usernames are being rolled out gradually by Meta. Spotler Message does not determine when this functionality becomes available for individual WhatsApp accounts, but support is already available within the software.
What is changing in Spotler Message?
Organizations that have connected WhatsApp as a channel in Spotler Message can communicate with contacts through either a phone number or a WhatsApp username.
For example, a customer can start a conversation using a WhatsApp username, while another customer may still contact your organization through a phone number. Spotler Message supports both scenarios through the same WhatsApp channel and inbox.
Customer conversations can continue to be managed through the same WhatsApp channel configuration and inbox experience. Routing, conversation history and integrations remain available regardless of whether a conversation was initiated using a phone number or a username.
Within the contact profile, both identifiers can be stored when available. This ensures customer identities remain traceable even when a phone number is no longer used as the primary identifier.
What does this mean for existing processes?
- Existing WhatsApp conversations continue to work as expected.
- No changes are required to existing WhatsApp channel configurations.
- Contact history remains available regardless of the identifier used.
- Integrations and automation workflows remain compatible with existing processes.
- No action is required for most environments.
Understanding WhatsApp Business Scoped IDs
Read more about Business Scoped User IDs in our blogs:
➡️From phone numbers to usernames: understanding WhatsApp Business Scoped IDs
💡 (Dutch only) WhatsApp Business Scoped IDs checklist
Related documentation:
WhatsApp Business App Integration
Spotler Message introduced native support for the official WhatsApp Business App integration. This integration allows organizations to synchronize conversations between the WhatsApp Business App on mobile devices and the Spotler Message inbox.
Teams can continue using the familiar WhatsApp mobile experience while simultaneously managing conversations centrally within Spotler Message. Historical conversations can also be migrated and synchronized, ensuring that agents always have access to complete customer conversation history regardless of where the conversation originally started.
This significantly lowers onboarding barriers for organizations transitioning from the standard WhatsApp Business App to a scalable omnichannel customer service environment.
Template Saving Tool
Spotler Message introduced the Template Saving Tool to reduce WhatsApp messaging costs and optimize operational efficiency.
The Template Saving Tool automatically determines whether a paid marketing template is required. When an active customer care session is available, Spotler Message uses a free-form service message instead.
When a customer care window is already active, outbound marketing templates are automatically converted into free-form customer-service messages instead of billable marketing template messages. This optimization ensures that businesses only use paid marketing templates when required.
The functionality applies automatically to:
- Messages sent through the Spotler Message dashboard
- Messages sent through the Spotler Message API
- Messages triggered by connected Spotler products and integrations
Utility templates are already free by default within WhatsApp. The Template Saving Tool specifically focuses on reducing unnecessary costs for marketing templates.
The optimization also supports interactive message types, including:
- WhatsApp Flows
- Button-based messages
- Interactive templates
This means customer conversations continue seamlessly within the existing customer care session without additional template charges whenever possible.
How to create a new WhatsApp template?
Advanced SMS Calculator
Spotler Message introduced an advanced SMS calculator to help users optimize outbound SMS campaigns before sending messages.
The calculator provides real-time insight into:
- Total message length
- Remaining characters
- Required SMS parts
- Encoding behavior
The functionality fully supports GSM-7 and Unicode character encoding.
This is especially important for multilingual campaigns and special characters, where encoding differences can significantly impact the number of SMS parts and campaign costs.
By providing immediate feedback while composing SMS messages, the calculator helps users optimize message formatting, improve delivery efficiency and prevent unexpected multi-part SMS costs.