Dynamics Community Forum Thread Details

WhatsApp (via ACS) - Sender's Display Name remains as mobile number after linking to a Contact

Am working with a PoC which need to hide sensitive information from Users due to privacy.

The issue here is to hide (or mask) mobile phone number from Users, specifically for the conversation via WhatsApp channel through Azure Communication Services.

(no 3rd party component involved here)

After a conversation is linked to a Contact, the Display Name of the Contact changed accordingly, at Inbox ("My work items"), header of Communication Panel (the chat box).

But the Sender's Display Name in Communication Panel is still showing mobile phone number.

I'm not sure is behavior by-design or not. But screenshot from Microsoft shows that it should display as Contact's Name instead. (e.g. Try the first-party WhatsApp channel in Dynamics 365 Contact Center - Microsoft Dynamics 365 Blog)

Can someone who experienced this can advise? Thanks!

My screenshot:

Categories:

Dynamics 365 Contact Center

Hi there 👋

Thanks for your question!

The issue you're describing—where the sender’s display name in the Communication Panel still shows the mobile number even after linking the conversation to a Contact in Dynamics 365 via Azure Communication Services (ACS)—suggests a partial update of the display context.

✅ Here’s what you can check and try:

Verify Contact Linking Logic
- Ensure the contact is fully linked in all relevant entities (e.g., conversation, work item, and communication record).
- Sometimes the display name updates only in specific views unless the contact linkage is fully propagated.
Check ACS Channel Configuration
- Review the WhatsApp channel setup in ACS to confirm that it supports dynamic display name updates.
- Ensure that the sender ID mapping is correctly configured to resolve to the contact name.
Review Privacy Settings and Masking Rules
- If privacy masking is enabled, the system may intentionally retain the mobile number in some views.
- Check if there are custom masking rules or security roles affecting visibility.
UI Refresh or Cache Issue
- Try refreshing the session or clearing cache. Sometimes UI components lag behind backend updates.
Microsoft Support or Known Behavior
- If the Microsoft documentation shows the expected behavior (i.e., contact name displayed), and your setup matches it, this could be a bug or limitation.
- Consider raising a support ticket with Microsoft to confirm whether this is by design or a configuration issue.