Chatflow — incoming messages with BSUID-only identity (WhatsApp usernames) never reach the inbox

Status: Open · Asked by Andrea Lanari on · 0 views

Andrea Lanari — Question ·
We run a WhatsApp funnel on Chatflow (Cloud API, single business number, Spain + Latam markets).

We have started receiving messages from users who have adopted WhatsApp usernames. For these contacts, nothing appears in the Chatflow inbox at all — no conversation, no contact record, no error entry. The flow never triggers. The message is silently dropped.

Per Meta's documentation (https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids/), when a user adopts a username the wa_id and from fields are omitted from the incoming messages webhook, and the user is identified only by user_id (BSUID, format CC.alphanumeric, e.g. ES.13491208655302741918). BSUID has been present in all message webhooks since April 2026, and Meta states that supporting it is required for all partners and directly-integrated businesses.

Could you confirm the following, specifically:

1. Does Chatflow currently ingest incoming message webhooks where wa_id / from are absent and only user_id (BSUID) is present? Our observation is that it does not, and that the drop is silent — no inbox entry and no error logged. Please confirm or correct this.

2. Are user_id (BSUID) and profile.username exposed inside flows as usable variables, and are they forwarded to API Request nodes and to Pabbly Connect?

3. Does POST https://chatflow.pabbly.com/api/v1/messages accept a BSUID recipient (Meta's recipient parameter) as an alternative to to?

4. Does Chatflow support sending Meta's request_contact_info interactive message, or the REQUEST_CONTACT_INFO template button, so we can ask a user to share their phone number in-thread?

5. For anything not yet supported: what is the target date? Meta's username rollout reaches the rest of the world from September 2026, which includes our markets.

Meta provides a webhook test tool that simulates the scenario "user has adopted a username and phone number is unavailable" (App Dashboard > WhatsApp > Configuration > messages webhook > Test). Could you run that against Chatflow's endpoint and share the result? That would settle question 1 definitively.

This is currently causing silent lead loss at the entry point of our funnel. A clear answer — including "not supported yet, no date" — is more useful to us than a workaround.

Thank you.
Pabbly Support — Reply ·

Hello Andrea,

Thanks for contacting us.

As your concern is mainly related to the newly rolled out Username feature by Meta for WhatsApp number to provide complete details and answers to your questions, I am escalating the concern to the Technical Team. We will get back to you as soon as we hear from the Team. It may take up to 48 hours to get back to you.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Pabbly Support — Reply ·

Hello Andrea,

1. Does Chatflow ingest message webhooks where wa_id/from are absent and only user_id is present?
No. Your observation is correct. Chatflow resolves contacts by phone number only, and phone is a mandatory field on our contact record — so a BSUID-only webhook produces no contact, no conversation and no flow trigger. We've confirmed Meta has been sending user_id/from_user_id to us on every message webhook since April 2026.

2. Are user_id and profile.username exposed as flow variables, and forwarded to API Request nodes and Pabbly Connect?
No — not in flows, conditions, message content or API Request nodes.

3. Does POST /api/v1/messages accept a BSUID recipient as an alternative to to?
No — to only. Please don't pass a BSUID there as a workaround; it's normalised to digits before validation, so it fails silently rather than cleanly.

4. Does Chatflow support request_contact_info or the REQUEST_CONTACT_INFO template button?
No. Neither the interactive type nor the template button is supported anywhere in the product.

5. Target dates.
None we can commit to today — but this is a priority for us right now, not a backlog item.
So we are working through it in deliberate, verifiable stages rather than shipping a quick patch.
-> Record BSUIDs against existing contacts first.
-> Then make BSUID-only contacts visible in the Inbox.
-> Then outbound sending and REQUEST_CONTACT_INFO.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Back to all forum threads · Log in to reply