# WhatsApp Display Names

> The business name customers see on WhatsApp, how Meta reviews it, how to change it, and how it differs from your Avox connection name and your WhatsApp username.

Source: https://docs.theavoxai.com/whatsapp/display-names

A **display name** is the business name WhatsApp shows customers for your number - on your business
profile and in their chats. Meta reviews every display name before it's used, and it belongs to
the phone number, not to Avox.

## Three names, three jobs

It's easy to mix these up, so here's each one:

| Name | Who sees it | Where it's set |
| --- | --- | --- |
| **Display name** | Your customers, on WhatsApp | Meta - in the WhatsApp Business app (coexistence) or WhatsApp Manager |
| **Connection name** | Only your team, in Avox | Avox - **Connection Name** in the wizard, or an Admin renames the connection later |
| **Username** | WhatsApp users who search for it, and anyone with your `wa.me/<username>` link | Avox - **Set a WhatsApp username** on the connection's card or page (Admins) |

### An example

| Name | Example |
| --- | --- |
| Display name | Acme Bakery |
| Connection name | Support - Mumbai store |
| Username | `@acmebakery`, with the link `wa.me/acmebakery` |

A customer chatting with you sees **Acme Bakery**. Your team sees **Support - Mumbai store** across
the dashboard and in emails about the connection. WhatsApp users can search for you as
`@acmebakery`, or open your chat from the link.

## Where the display name comes from

Which path you pick on the first step of the [setup wizard](https://docs.theavoxai.com/connections/setup), **Number type**,
decides where the display name comes from:

- **Existing number (Coexistence):** the display name comes from your WhatsApp Business app
  profile. During [Embedded Signup](https://docs.theavoxai.com/whatsapp/embedded-signup), Meta shows the profile for you to
  confirm and names the new WhatsApp Business Account after it.
- **New number (Bot only):** you give a display name during signup, and Meta reviews it.

## How Meta reviews a display name

Meta checks a display name against its own display name guidelines. In plain words, Meta looks
for a name that:

- clearly relates to your business - its brand or the business name on your website and documents,
- is written consistently, without unnecessary capitals or symbols,
- doesn't impersonate another business or use a generic word on its own.

**Names that fit the guidelines**

- Acme Bakery
- Acme Bakery Support
- Riverside Dental Clinic

**Names Meta tends to decline**

- ACME BAKERY!!! (extra capitals and symbols)
- Bakery (a generic word on its own)
- A well-known brand you don't own

Meta's guidelines are the authority and can change - check them in Meta's WhatsApp Business help
before choosing a name. A name that hasn't been approved yet, or was declined, can hold the number
back from sending (Meta reports this with its own error codes; see
[Meta error codes](https://docs.theavoxai.com/meta-error-codes)).

> **Tip**
>
> Business verification and a strong, consistent brand name tend to go together - the name on your
> verified business portfolio makes a clear match for your display name. See
> [Meta concepts](https://docs.theavoxai.com/meta-platform).

## Changing the display name

**1. Open the number in Meta**

On the connection's page in Avox, click **Open in Meta**. It opens the number in WhatsApp Manager.

**2. Edit the display name**

Change it from the phone number's profile settings in WhatsApp Manager. On a coexistence number, you can also change the business name in the WhatsApp Business app.

**3. Wait for Meta's review**

The new name goes through the same review. Until it's approved, customers keep seeing the current one.

Changing the display name doesn't affect your Avox connection: the connection name, API keys,
message forwarding settings and history all stay the same.

> **Warning**
>
> Renaming the connection in Avox (the pencil next to its name) only changes your team's label. To
> change what customers see, change the display name in Meta as above.

## Usernames

A username lets customers find your business by a name such as `@acme_support`, and gives your
number a short link, `wa.me/<username>`, so customers can open a chat without typing your phone
number. An Admin sets it on the connection's card, or under **WhatsApp username** on its page: click
**Set a WhatsApp username**, type a name or pick one of **Suggested by Meta for this number**, and
save. Once it's set, the row shows `@` and your username - click it to change it.

A username is 3 to 35 characters: letters, numbers, periods and underscores, with at least one
letter. It can't start or end with a period or have two in a row, can't start with `www`, and can't
end like a web address (`.com` and so on). Avox lowercases what you type and shows a checklist as you
go. Meta has the final say: it shows as **Live** once approved, or **Reserved** where usernames
aren't live in that region yet. If Meta doesn't accept a name, you'll see "Meta didn't accept that
username. It may be taken, protected, or not available for this number yet."
([AVX-3018](https://docs.theavoxai.com/error-codes/avx-3018)) - try another, or one of Meta's suggestions. The full steps are
on [Your WhatsApp username](https://docs.theavoxai.com/connections#your-whatsapp-username).

> **Tip**
>
> Pick a username that matches your display name, so customers who search for you recognise the
> business they find.

## Common questions

**I renamed my connection, but customers still see the old name. Why?**

The connection name is only for your team in Avox. Customers see the display name, which you change
in Meta - see [Changing the display name](#changing-the-display-name).

**Do I need to reconnect the number after changing its display name?**

No. The connection, its API keys, forwarding and history all stay as they are.

**Can two of my numbers have the same display name?**

Several numbers can belong to the same business, so related names such as "Acme Bakery" and "Acme
Bakery Orders" are common. Meta reviews each number's name on its own.

**Who can set the username in Avox?**

Admins, and Managers an Admin has given the **Manage connections** permission. See
[Permissions](https://docs.theavoxai.com/switchboard/members#permissions).

## Related