Order confirmation reminder via WhatsApp API

The scenario sends the customer a personalized WhatsApp template when they have not responded to a prior order-related message within the expected time.

Try the demo View code example

Use case overview

The scenario sends the customer a personalized WhatsApp template when they have not responded to a prior order-related message within the expected time. The message includes the customer name, order number, pending action context, and what to do next. A static URL button opens order confirmation or support.

Template example

Hello, {{1}}! We are waiting for your reply regarding order #{{2}}: {{3}}. {{4}}.

Confirm order

{{1}}
customer name
{{2}}
order number
{{3}}
pending action context (delivery slot, address, pickup time)
{{4}}
reminder instruction or deadline
“Confirm order”
button — fixed in the Meta template

WhatsApp Business API for order no-response notification

When to use it

Reach for this scenario when a customer received an order-related WhatsApp message — a delivery slot, address confirmation, or pickup time — but did not reply within your SLA, and the order is at risk of stalling in warehouse or carrier queues. It fits e-commerce logistics teams, click-and-collect operations, and integrators wiring order workflow timeout webhooks to WhatsApp.

Fewer stalled orders

Four body variables carry the customer name, order number, pending action and deadline, so the reminder names exactly what is still open instead of a generic check-your-order nudge.

Reach customers without an open chat

When the conversation window has closed, only an approved template can go out first; this scenario sends that template on the timeout event instead of waiting for a free-text reply that is not allowed.

Less manual follow-up chasing

The order workflow detects no response within the SLA window, resolves the phone number and pending fields, and fires the template automatically — no rep retypes order details for each stuck shipment.

Faster confirmation than email

A static URL button fixed in the Meta template opens order confirmation or support in one tap from WhatsApp, where the customer already saw the pending action context.

Clearer logistics handoff

Delivery result is logged back to the e-commerce platform or CRM, so warehouse and carrier teams see whether the reminder reached the customer before rescheduling.

Workflow

Trigger
The order workflow detects no customer response within the SLA window.
event · triggered
Capture event
The system resolves the customer phone number and pending action fields.
phone: "+…"
Build & send
A personalized template message is built with four body variables and a static URL button.
POST /sendTemplate
Delivered
The customer receives the WhatsApp reminder and can confirm via the button.
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_TOPIC="___"         # {{3}} topic or subject
TEST_NEXTSTEP="___"         # {{4}} 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_TOPIC=$TEST_TOPIC" \
            "TEST_NEXTSTEP=$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}} topic or subject → ${TEST_TOPIC}
# {{4}} 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_TOPIC}" },
        { "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.