The June 2026 Spotler Engage release introduces support for WhatsApp usernames and Business Scoped User IDs (BSUIDs), and makes it possible to use Webcare tags as labels in Media Monitor. These enhancements help you future-proof WhatsApp contact management and apply consistent classification across multiple areas of the software.
The following topics are covered on this page:
WhatsApp usernames and Business Scoped User IDs
WhatsApp is introducing usernames and Business Scoped User IDs (BSUIDs). These ID's allow WhatsApp users to communicate without sharing their phone number (see the official WhatsApp documentation).
Spotler Engage now supports this change. As Meta gradually rolls out usernames, WhatsApp conversations within Webcare will continue to work without requiring changes to existing workflows.
Availability of usernames is determined by Meta
WhatsApp usernames are being rolled out gradually by Meta. Spotler Engage does not determine when this functionality becomes available for a WhatsApp account. However, we are ready when it becomes available.
What is changing?
You are unlikely to notice many visible changes in Spotler Engage. Most updates required to support WhatsApp usernames and Business Scoped User IDs (BSUIDs) have been implemented behind the scenes.
The main difference you may notice is in CRM profiles within Webcare. In some cases, a contact may be displayed with a Business Scoped User ID (BSUID) instead of a phone number.
A BSUID remains linked to the same contact, even if a WhatsApp username changes later. This ensures contacts remain identifiable within Webcare without relying on a phone number.
What does this mean for existing processes?
- WhatsApp conversations will continue to work as expected.
- Existing Webcare workflows do not need to be adjusted.
- For WhatsApp campaigns, phone numbers remain the standard contact identifier.
- No action is required for most environments.
Read more about the WhatsApp changes in our blogs:
💡 From phone numbers to usernames: understanding WhatsApp Business Scoped IDs
Using Webcare tags in Media Monitor
Webcare tags can be used as labels in Media Monitor. This allows you to use the same classification structure for customer interactions, monitoring, reporting and alerts.
This enhancement eliminates duplicate maintenance of tags and labels and creates a consistent classification model across Webcare and Media Monitor.
Request activation from Spotler Support
Uniform tagging is not available by default. The functionality must first be activated for your environment before Webcare tags can be synchronised with Media Monitor. Contact Spotler Support to request activation.
What is changing?
After activation, Webcare tags become available within the Media Monitor labels functionality. These labels can then be used in searches that power the following features:
Example
A tag such as Delivery, Returns or Complaint can be used to find related online conversations in Media Monitor. For example, you can use the following query in a Media Monitor search:
label:delivery
Practical applications
- Use the same classification structure for customer interactions and online monitoring.
- Compare topics from Webcare with broader online discussions.
- Analyse recurring themes across multiple channels using a single tag structure.
- Reduce maintenance of separate tag and label structures.
Read more about this functionality: ➡️ Can I use Webcare tags in Media Monitor?