When a customer uses a WhatsApp username, their phone number may not be available to your business. SleekFlow can still identify and communicate with the customer using their Business-scoped user ID (BSUID).

If you need the customer’s phone number for account verification, customer identification, follow-up, or record management, you can send them a request to share it.

You can request a phone number using:

• An approved WhatsApp message template with a “Request contact info” button
• An interactive message during an active WhatsApp customer service window

The customer must actively select the button and confirm that they want to share their phone number. SleekFlow cannot retrieve a phone number directly from a BSUID without the customer’s consent.

To learn more about WhatsApp usernames and BSUIDs, see “Understanding WhatsApp Username and BSUID in SleekFlow.”

Before you begin

Before requesting a customer’s phone number, choose the method that matches the current conversation status.

Use a WhatsApp message template when

Use an approved WhatsApp message template when:

• You need to contact the customer outside the WhatsApp customer service window.
• You want to reuse the same request in Inbox, Broadcast, Flow Builder, or through the API.
• You can wait for Meta to review and approve the template before sending it.

The “Request contact info” button is available for supported template categories, including Marketing and Utility templates.

To create a template with this button, see “Creating and managing WhatsApp message templates in WhatsApp Template Manager.”

Use an interactive message when

Use an interactive message when:

• The WhatsApp customer service window is open.
• You are already communicating with the customer.
• You want to send the request without creating and submitting a template for approval.

Interactive messages do not require Meta approval. However, they cannot be used to start or reopen a conversation outside the customer service window.

When to request a customer’s phone number

The phone number request is primarily intended for WhatsApp Contacts who are identified by a BSUID and do not have a phone number stored in SleekFlow.

Common use cases include the following.

Identify a username-based WhatsApp Contact

A customer contacts your business using a WhatsApp username, so their phone number is not displayed.

You can request their phone number when you need it to:

• Find an existing customer account
• Verify the customer’s identity
• Match the conversation to a customer record
• Contact the customer through another supported channel

Collect phone numbers from multiple Contacts

You can send an approved WhatsApp message template containing a “Request contact info” button through Broadcast or Flow Builder.

This can be useful when multiple BSUID-based Contacts do not have phone numbers stored in SleekFlow.

The customer still decides whether to share their number. Your workflow should not assume that every recipient will select the button.

Request a number during an active conversation

If an agent is already communicating with the customer during an active customer service window, they can send an interactive message containing the request.

This lets the agent request the number without waiting for a WhatsApp message template to be approved.

Request a phone number using a WhatsApp message template

Use a WhatsApp message template when the customer service window is closed or when you want to reuse the request across supported SleekFlow features.

In WhatsApp Template Manager, add the “Request contact info” button to your template. The button works as follows:

• The button text is automatically set to “Share Contact Info” and cannot be edited.
• You can add one “Request contact info” button to a template.
• The button cannot be combined with other button types.
• The customer must select the button and confirm that they want to share their phone number.

For instructions on creating the template, adding the button, and submitting it to Meta for approval, see “Creating and managing WhatsApp message templates in WhatsApp Template Manager.”

Request a phone number using an interactive message

Use an interactive message when the WhatsApp customer service window is open and you are already communicating with the customer.

To send a phone number request from Inbox:

1. Go to “Inbox” by clicking on the in the left navigation bar
2. Select a WhatsApp conversation
3. Click the WhatsApp icon in the message composer.
4. Select “Create interactive message”.
5. In the “Create interactive message” dialog, select “Request contact information” as the Button type.
   
6. Enter your message.
7. Review the message preview.
8. Click “Confirm”.
9. Send the message.

After the customer receives the interactive message, they can choose whether to share their phone number. SleekFlow only receives the phone number after the customer confirms that they want to share it.

Interactive messages can only be sent during an active WhatsApp customer service window. To request a customer’s phone number outside the customer service window, use an approved WhatsApp message template instead.

Where you can send the request

Inbox

During a one-to-one WhatsApp conversation, agents can:

• Send an interactive message while the customer service window is open.
• Send an approved WhatsApp message template when a template message is required.

To learn how to select and send an approved template from Inbox, see “Using your WhatsApp message template in SleekFlow.”

Broadcast

You can send an approved WhatsApp message template containing the “Request contact info” button to multiple Contacts through Broadcast.

Interactive messages cannot be used to start Broadcast conversations outside the customer service window.

Flow Builder

You can include an approved WhatsApp message template containing the button in an automated flow.

If later steps depend on receiving the phone number, configure the flow so it only continues after SleekFlow can confirm that the relevant Contact information has been updated.

Do not assume that every customer will select the button.

API

SleekFlow’s API supports sending WhatsApp messages containing a contact information request button.

Refer to the relevant API documentation for the supported request format and parameters.

Note: Add the API documentation link when it is available for publication.

What the customer experiences

Before sharing their phone number

The customer receives your WhatsApp message with a “Share Contact Info” button.

Sending the message does not automatically give your business access to the customer’s phone number.

After selecting the button

When the customer selects “Share Contact Info,” WhatsApp asks them to confirm that they want to share their information.

After they confirm:

• SleekFlow receives the shared phone number.
• SleekFlow updates the corresponding Contact.
• The Contact continues to retain its BSUID for WhatsApp identification.

If the customer does not select the button

If the customer does not select the button:

• No phone number is shared with SleekFlow.
• The Contact continues to be identified using their BSUID.
• You can continue communicating with the Contact through WhatsApp.

The business cannot retrieve the phone number from the BSUID without the customer actively choosing to share it.

How SleekFlow updates the Contact

After the customer shares their phone number, SleekFlow saves it to the “Phone number” field of the Contact associated with the WhatsApp conversation.

The Contact continues to retain its BSUID, so SleekFlow can still use it to identify the customer for WhatsApp communication.

If the Contact already has a phone number, the newly shared number replaces the existing value. This means the request should generally be used for Contacts whose phone number is unavailable or needs to be updated.

Best practices

• Explain why you need the customer’s phone number before asking them to share it.
• Use the request primarily for BSUID-based Contacts whose phone number is unavailable.
• Do not imply that sharing the phone number is mandatory unless it is required for the service being provided.
• Check whether the Contact already has a verified phone number before sending the request.
• In automated flows, account for customers who do not select the button.
• Only perform follow-up actions after confirming that the Contact information has been updated.

Important notes

• Customers control whether their phone number is shared.
• A phone number cannot be retrieved directly from a BSUID.
• WhatsApp message templates must be approved by Meta before they can be sent.
• Interactive messages can only be sent while the WhatsApp customer service window is open.
• The “Request contact info” button is available only for supported WhatsApp template categories.
• A newly shared phone number replaces the phone number currently stored on the corresponding Contact.
• The Contact continues to retain its BSUID after sharing a phone number.