Ticket accepted notification via WhatsApp API

The scenario sends the client a personalized WhatsApp template when their support request is accepted for processing.

Use case overview

The scenario sends the client a personalized WhatsApp template when their support request is accepted for processing. The message includes the client name, ticket number, and the next step or expected timeline. A static URL button opens the ticket status page or help portal.

Template example

Hello, {{1}}! Your request #{{2}} has been accepted for processing. {{3}} We will keep you updated on progress.

Request status

{{1}}
customer name
{{2}}
ticket or case number
{{3}}
next step or expected response time (e.g. specialist will reply within 2 hours)
“Request status”
button — fixed in the Meta template

WhatsApp Business API for ticket accepted notification

When to use it

Reach for this scenario when a client submits a support request and you need to confirm it was accepted before they call or write again — with no open WhatsApp conversation, only an approved template can go out first. It fits helpdesk and SaaS teams right after form or email intake, telecom and utilities acknowledging service requests with ticket number and SLA text, and agencies connecting Zendesk, Freshdesk, or a custom CRM webhook to outbound WhatsApp.

Fewer repeat "did you get my request?" contacts

Three body variables carry the client name, ticket number and what happens next, so acceptance lands in WhatsApp and the client does not need to call or write again to check intake.

Ticket reference in the client's chat

The second body variable is the case number, so the reference stays searchable in WhatsApp when they follow up with support later.

Clear next-step expectations

The third body variable states the next step or expected response time, so the client knows what to expect without opening email or waiting on hold.

One-tap ticket status

The static URL button opens the ticket status page or help portal fixed in the Meta template, so the client can check progress from the same message without calling support.

Delivery logged to helpdesk or CRM

The helpdesk fires the template on the accepted-into-queue event and delivery result is logged after send, so follow-up and errors stay in sync with the system that created the ticket.

Workflow

Trigger
The client submits a support request via form, chat widget, or email.
event · triggered
Creates a ticket
The helpdesk creates a ticket and fires an accepted-into-queue event.
event · triggered
Build & send
A personalized template message is built with three body variables and a static URL button.
POST /sendTemplate
Delivered
The client receives the WhatsApp confirmation with ticket number and next steps.
delivered
Status tracked
Delivery result is logged; errors are handled according to platform rules.
status: "read"

Technical implementation

Prerequisites

1MSG API Key · How to get API Key
WhatsApp Business account · How to Connect WABA
WhatsApp Template · How to Approve WABA Template
Customer opt-in · How to Manage Customers Consent

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_TICKETNUMBER="___"         # {{2}} ticket number
TEST_NEXTSTEP="___"         # {{3}} next step

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=$TEST_CUSTOMERNAME" \
            "TEST_TICKETNUMBER=$TEST_TICKETNUMBER" \
            "TEST_NEXTSTEP=$TEST_NEXTSTEP"; do
    val="${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}} ticket number → ${TEST_TICKETNUMBER}
# {{3}} next step → ${TEST_NEXTSTEP}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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": "${TEST_TICKETNUMBER}" },
        { "type": "text", "text": "${TEST_NEXTSTEP}" }
      ]
    }

  ]
}
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

Status	API response	Cause	Fix
200	Message was not sent: template is not defined	namespace, 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"}.
200	template 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.
200	Message was not sent: provide chatId, phone, bsuid, or username	No recipient the channel could resolve.	Pass exactly one recipient: phone (country code plus number, digits only), chatId (for example [email protected]) or bsuid.