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Ask for a photo or file via WhatsApp API template

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.

Use case overview

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. The message includes the client name, ticket number, and the attachment type required. A static URL button opens the upload page or help portal.

Template example

Hello, {{1}}! To process your request #{{2}}, we need you to attach {{3}}. Please upload the file using the button below.

Upload file
  • {{1}}
    customer name
  • {{2}}
    ticket or case number
  • {{3}}
    attachment or proof type (e.g. photo of damage, PDF invoice, passport scan)
  • “Upload file”
    button — fixed in the Meta template
WhatsApp Business API for ticket attachment request

When to use it

Reach for this scenario when support needs a photo, document, or proof to move a ticket forward and the client has no open WhatsApp session — only an approved template can start the conversation. It fits helpdesk teams chasing screenshots or PDFs, insurance and claims workflows asking for damage photos or policy documents, and agencies cold-starting file collection when the client has not written first.

Fewer back-and-forth messages
Three body variables carry the client name, ticket number, and the exact attachment type required, so the client knows what file to send before replying instead of asking what is missing.
Reach clients outside the 24-hour window
An approved template can open the chat when no session is active, so support can request the file without waiting for the client to message first.
Clear upload path from WhatsApp
A static URL button fixed in the Meta template opens the upload page or help portal, so the client can attach the file from the message instead of hunting for a link in email.
Less manual follow-up work
The helpdesk flags the attachment requirement and the system builds the template from ticket fields, so no agent retypes the request for each case.
Ticket context stays in the helpdesk
Delivery result is logged in the helpdesk or CRM on the same ticket record, so agents see the outbound request was sent before chasing the client again.

Workflow

  1. Trigger

    The helpdesk marks that a photo, document, or proof is required for the ticket.

    event · triggered

  2. Capture event

    The system resolves the recipient phone number and request fields.

    phone: "+…"

  3. Build & send

    A personalized template message is built with three body variables and a static URL button.

    POST /sendTemplate

  4. Delivered

    The client receives the WhatsApp request with ticket context and attachment type.

    delivered

  5. Status tracked

    Delivery result is logged; client may upload via portal or continue in session after reply.

    status: "read"

WhatsApp Business API for ticket attachment 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

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

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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