Customer Service
Run support on WhatsApp without dropping a single ticket.
These use cases cover the whole service flow: opening and acknowledging tickets, escalating and transferring, handing off to a live specialist, and closing the loop with status updates and a CSAT check. Each scenario ships with 1MSG Business API code for templates and session replies, so agents move fast and customers always know what happens next. Backed by an official WhatsApp Business API provider built for production support volumes.
WhatsApp Business API for ticket transfer notification
The scenario sends the client a personalized WhatsApp template when a support ticket is transferred to another department.
WhatsApp Business API for ticket status notification
The scenario sends the client a personalized WhatsApp template when a support ticket status changes.
WhatsApp Business API for ticket escalation notification
The scenario sends the client a personalized WhatsApp template when a support ticket is escalated because resolution is taking longer than usual.
WhatsApp Business API for ticket created notification
The scenario sends the client a personalized WhatsApp template when a new support ticket is created.
WhatsApp Business API for ticket closed notification
The scenario sends the client a personalized WhatsApp template when a support ticket is closed.
WhatsApp Business API for ticket attachment request
The scenario sends the client a personalized WhatsApp template when support needs a photo, document, or proof to process a ticket and no 24-hour session is open.
WhatsApp Business API for ticket additional info request
The scenario sends the client a personalized WhatsApp template when support needs more data to resolve a ticket and no session window is open.
WhatsApp Business API for ticket accepted notification
The scenario sends the client a personalized WhatsApp template when their support request is accepted for processing.
WhatsApp Business API for team broadcast — create whatsapp group
This scenario uses the groups API with a create operation to provision a named WhatsApp group for team broadcasts.
WhatsApp Business API for support acknowledgement — reaction and read receipt
This scenario combines sendReaction and readMessage during the 24-hour customer service window.
WhatsApp Business API for support menu — interactive buttons
This scenario sends an interactive button message with sendButton during the 24-hour customer service window.
WhatsApp Business API for session reply — request additional information
This scenario sends a free-text WhatsApp message with sendMessage inside the 24-hour customer service window.
WhatsApp Business API for issue resolved notification
The scenario sends the client a personalized WhatsApp template when their support ticket is resolved.
WhatsApp Business API for specialist handoff — share contact card
This scenario sends a WhatsApp contact card with sendContact during the 24-hour customer service window.
WhatsApp Business API for awaiting response reminder
The scenario sends the client a personalized WhatsApp template when support is blocked waiting for their reply.
WhatsApp Business API for agent assigned notification
The scenario sends the client a personalized WhatsApp template when a support ticket is assigned to a specialist.
WhatsApp Business API for service process change notification
The scenario sends the client a personalised WhatsApp template when the business changes how a service or process runs for them.
WhatsApp Business API for application receipt confirmation
The scenario sends the client a personalized WhatsApp template right after they submit an application or request form.