Request ticket details outside 24h (WhatsApp API)

The scenario sends the client a personalized WhatsApp template when support needs more data to resolve a ticket and no session window is open.

Try the demo View code example

Use case overview

The scenario sends the client a personalized WhatsApp template when support needs more data to resolve a ticket and no session window is open. The message includes the client name, ticket number, and what is awaited (e.g. photo of receipt, serial number). A static URL button opens the upload page or help portal.

Template example

Hello, {{1}}! To resolve your request #{{2}}, we need additional information: {{3}}. Please send the details using the button below.

Send details

{{1}}
customer name
{{2}}
ticket or case number
{{3}}
awaited item or detail (e.g. payment receipt photo, device serial number)
“Send details”
button — fixed in the Meta template

WhatsApp Business API for ticket additional info request

When to use it

Reach for this scenario when support has an open ticket that cannot move forward until the client sends a missing document, screenshot, or clarification — and the client has not written in WhatsApp first, so a session message is not allowed. It fits helpdesk teams chasing attachments, insurance and finance cases that need ID scans or signed forms, and agencies that need a cold-start template when no 24-hour window is open.

Tickets unblocked without email ping-pong

Three body variables carry the client name, ticket number, and the specific item awaited, so the client knows exactly what to send without a back-and-forth thread they might miss.

Reach clients outside the 24-hour window

Because the client has not opened a WhatsApp chat, an approved template is the only allowed first message — this scenario sends that template with ticket context instead of waiting for them to write first.

Upload or reply in one tap

The static URL button fixed in the Meta template opens the upload page or help portal, so the client can submit what is needed without hunting for a link in email.

No agent retyping on every request

When the helpdesk flags that additional input is required, the system resolves the phone and builds the template from ticket fields — no rep copies ticket numbers or rewrites the ask by hand.

Delivery logged back to the ticket

Delivery result is written to the helpdesk or CRM, and follow-up can continue in session once the client replies.

Workflow

Trigger
The helpdesk flags that additional client input is required for the ticket.
event · triggered
Capture event
The system resolves the recipient phone number and request fields.
phone: "+…"
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 request with ticket context and awaited item.
delivered
Status tracked
Delivery result is logged; follow-up may continue in session after client reply.
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_AWAITEDITEM="___"         # {{3}} awaited item

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_AWAITEDITEM=$TEST_AWAITEDITEM"; do
    val="${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}} awaited item → ${TEST_AWAITEDITEM}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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_AWAITEDITEM}" }
      ]
    }

  ]
}
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.