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Confirm or cancel buttons: WhatsApp API template

The scenario sends the client a personalised WhatsApp template asking them to confirm or cancel a planned action.

Use case overview

The scenario sends the client a personalised WhatsApp template asking them to confirm or cancel a planned action. The message includes the client name, action label, date and time, and address. Quick-reply buttons «Confirm» and «Cancel» route the client's choice via webhook to your backend.

Template example

Hello, {{1}}! Please confirm {{2}}. Date and time: {{3}}. Address: {{4}}. If you need help — just reply to this message and we will assist.

Confirm
  • {{1}}
    customer name
  • {{2}}
    action or subject to confirm (e.g. consultation booking, home delivery)
  • {{3}}
    date and time (e.g. 15 July, 14:00)
  • {{4}}
    address or location (e.g. street address or pickup point)
  • “Confirm”
    button — fixed in the Meta template
WhatsApp Business API for client confirmation request

When to use it

Reach for this scenario when a visit, delivery window, or other planned action needs explicit client confirmation before you dispatch or commit resources — and the client may have no open WhatsApp conversation, so only an approved template can go out first. It fits field service and appointment teams that must lock in date, time, and address before a truck rolls, logistics flows that need a delivery or pickup slot confirmed, and agencies wiring CRM or scheduling webhooks to WhatsApp confirm and cancel buttons.

Fewer no-shows and missed slots
Four body variables carry the client name, action to confirm, date and time, and address in WhatsApp, so the client sees every detail before dispatch or delivery and can confirm with one quick-reply tap.
No chasing by email or phone
The approved template reaches the client when there is no open conversation, so you ask for confirmation on WhatsApp instead of waiting on email replies or return calls.
Confirm or cancel routed to your backend
Confirm and Cancel are fixed quick-reply buttons in the Meta template; each tap arrives via webhook so CRM or scheduling can update the booking or process without manual re-entry.
No manual confirmation work
The scheduling system, CRM, or workflow emits the confirmation-request event and the template goes out with the four fields already resolved — no one retypes details or tracks replies by hand.

Workflow

  1. Trigger

    The scheduling system, CRM, or workflow emits a confirmation-request event.

    event · triggered

  2. Customer acts

    The system resolves the recipient phone number and confirmation fields.

    user action

  3. Build & send

    A personalised template message is built with four body variables and two quick-reply buttons.

    POST /sendTemplate

  4. Delivered

    The client receives the WhatsApp confirmation request.

    delivered

  5. Status tracked

    When the client taps Confirm or Cancel, the webhook delivers the event for backend processing.

    status: "read"

WhatsApp Business API for client confirmation request

Technical implementation

Prerequisites

  1. 1MSG API Key · How to get API Key
  2. WhatsApp Business account · How to Connect WABA
  3. WhatsApp Template · How to Approve WABA Template
  4. Customer opt-in · How to Manage Customers Consent
  5. Webhook endpoint · How to Set Up Webhooks

Code examples

#!/usr/bin/env bash
set -euo pipefail

# === Configuration (replace "___" placeholders) ===

API_BASE_URL="https://api.1msg.io"        # production 1MSG API base URL
CHANNEL_ID="___"                           # channel ID from 1MSG dashboard
API_TOKEN="___"                            # channel JWT token (Bearer)

TEMPLATE_NAME="___"                        # approved template name
TEMPLATE_NAMESPACE="___"                   # template namespace (required — send fails without it)
TEMPLATE_LANGUAGE="___"                    # template language code, e.g. "en"



# === Test data ===
TEST_PHONE="___"                 # client phone in international format
TEST_CUSTOMERNAME="___"         # {{1}} customer name
TEST_ACTION="___"         # {{2}} action name
TEST_DATE="___"         # {{3}} date or time
TEST_ADDRESS="___"         # {{4}} address or location

PHONE_NORM="$(printf '%s' "$TEST_PHONE" | tr -cd '0-9')"

for pair in "CHANNEL_ID=$CHANNEL_ID" "API_TOKEN=$API_TOKEN" \
            "TEMPLATE_NAME=$TEMPLATE_NAME" "TEMPLATE_NAMESPACE=$TEMPLATE_NAMESPACE" \
            "TEMPLATE_LANGUAGE=$TEMPLATE_LANGUAGE" "TEST_PHONE=$TEST_PHONE" \
            "TEST_CUSTOMERNAME=$TEST_CUSTOMERNAME" \
            "TEST_ACTION=$TEST_ACTION" \
            "TEST_DATE=$TEST_DATE" \
            "TEST_ADDRESS=$TEST_ADDRESS"; do
    val="${pair#*=}"
    if [ -z "$val" ] || [ "$val" = "___" ]; then
        echo "Missing configuration value: ${pair%%=*}" >&2
        exit 1
    fi
done

if [ -z "$PHONE_NORM" ]; then
    echo "Error: phone number has no digits after normalization" >&2
    exit 1
fi

URL="${API_BASE_URL%/}/${CHANNEL_ID}/sendTemplate"

# params carries body ONLY. Button text is fixed in the Meta template — no button param.

# {{1}} customer name → ${TEST_CUSTOMERNAME}
# {{2}} action name → ${TEST_ACTION}
# {{3}} date or time → ${TEST_DATE}
# {{4}} address or location → ${TEST_ADDRESS}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${PHONE_NORM}",
  "template": "${TEMPLATE_NAME}",
  "namespace": "${TEMPLATE_NAMESPACE}",
  "language": { "policy": "deterministic", "code": "${TEMPLATE_LANGUAGE}" },
  "params": [
    {
      "type": "body",
      "parameters": [
        { "type": "text", "text": "${TEST_CUSTOMERNAME}" },
        { "type": "text", "text": "${TEST_ACTION}" },
        { "type": "text", "text": "${TEST_DATE}" },
        { "type": "text", "text": "${TEST_ADDRESS}" }
      ]
    }

  ]
}
JSON

RESPONSE="$(curl -s -w '\n%{http_code}' -X POST "$URL" \
    -H "Content-Type: application/json" \
    -H "Authorization: Bearer ${API_TOKEN}" \
    -d "$PAYLOAD")"

HTTP_CODE="$(printf '%s' "$RESPONSE" | tail -n1)"
BODY="$(printf '%s' "$RESPONSE" | sed '$d')"

case "$BODY" in
    *'"sent":true'*) ok=1 ;;
    *) ok=0 ;;
esac

if [ "$HTTP_CODE" -ge 200 ] && [ "$HTTP_CODE" -lt 300 ] && [ "$ok" -eq 1 ]; then
    echo "Message sent to client."
    echo "API response: $BODY"
else
    echo "Send failed. HTTP status: $HTTP_CODE" >&2
    echo "$BODY" >&2
    exit 1
fi

Response and delivery status

HTTP 2xx and JSON "sent": true mean 1MSG accepted the message for sending — not that it already reached the customer's phone. Save the id field (looks like wamid.…) to correlate delivery callbacks.

200 OKResponse
{
  "sent": true,
  "message": "Sent to [email protected]",
  "description": "Message has been sent to the provider",
  "id": "wamid.HBgLMzgwNjM5..."
}
  • sent

    Accepted for sending — not yet on the customer's phone

  • id

    Store it; delivery callbacks and hookInfo are keyed on this

Delivery statuses and webhooks →

Common errors

StatusAPI responseCauseFix
200Message was not sent: template is not definednamespace, template or language is missing from the request body.Send all three. Take namespace and the exact template name from GET /templates; language is an object: {"policy": "deterministic", "code": "en"}.
200template name (…) does not exist in <language>The template is approved in a different language than the one requested.Use the exact language code the template was approved in (for example es_MX is not the same as es). Check it in GET /templates.
200Message was not sent: provide chatId, phone, bsuid, or usernameNo recipient the channel could resolve.Pass exactly one recipient: phone (country code plus number, digits only), chatId (for example [email protected]) or bsuid.

All error codes →

Common questions

Related

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