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Lead re-engagement message via WhatsApp API

The scenario sends the lead a personalised WhatsApp template when they did not reply to a prior sales message within the expected time.

Use case overview

The scenario sends the lead a personalised WhatsApp template when they did not reply to a prior sales message within the expected time. The message includes the lead name, the product or topic discussed, and a short re-engagement hint. A static URL button opens the offer or booking page.

Template example

Hello, {{1}}! We reached out about "{{2}}", but have not received a reply yet. {{3}} If the offer is still relevant — open the link or reply to this message.

Open proposal
  • {{1}}
    lead or customer name
  • {{2}}
    product, service, or topic from the prior sales touch
  • {{3}}
    re-engagement hint (e.g. offer still valid, book a 15-minute call)
  • “Open proposal”
    button — fixed in the Meta template
WhatsApp Business API for lead no-response follow-up

When to use it

Reach for this scenario when sales already sent a WhatsApp touch — a first contact, consultation invite, or offer summary — and the lead stayed silent past your no-response window while the deal may still be warm. It fits inside sales teams running a second touch, B2B pipelines waiting on demo or consultation replies, and agencies pushing CRM no-response rules into WhatsApp outbound.

Deals don't stall on silence
The CRM or sales pipeline fires when the no-response timeout elapses after a touch, so the follow-up goes out while interest may still be warm instead of waiting for a rep to notice the gap.
Compliant second touch without free text
With no open conversation, only an approved template can reach the lead first; three body variables carry the personalised copy the API is allowed to send outside the 24-hour window.
A nudge tied to the last conversation
Lead name, the product or topic from the prior sales touch, and a re-engagement hint fill the three body variables, so the message references what was already discussed instead of a generic check-in.
One tap back to the offer
The static URL button fixed in the Meta template opens the proposal or booking page, and the body invites a reply to the same thread if the offer is still relevant.
CRM-ready next action
Delivery result is logged in CRM after the send, so the rep sees whether the nudge landed before choosing the next sales step.

Workflow

  1. Trigger

    CRM or the sales pipeline detects that the no-response timeout has elapsed after a sales touch.

    event · triggered

  2. Capture event

    The system resolves the lead phone number and touchpoint fields.

    phone: "+…"

  3. Build & send

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

    POST /sendTemplate

  4. Delivered

    The lead receives the WhatsApp sales follow-up.

    delivered

  5. Status tracked

    Delivery result is logged in CRM for the next sales action.

    status: "read"

WhatsApp Business API for lead no-response follow-up

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_PRODUCTORSERVICENAME="___"         # {{2}} product or service name
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=$TEST_CUSTOMERNAME" \
            "TEST_PRODUCTORSERVICENAME=$TEST_PRODUCTORSERVICENAME" \
            "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}} product or service name → ${TEST_PRODUCTORSERVICENAME}
# {{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": "${TEST_PRODUCTORSERVICENAME}" },
        { "type": "text", "text": "${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

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

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