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Order processing update via WhatsApp API

The scenario sends the customer a personalized WhatsApp template when their order is accepted for processing in the warehouse or OMS.

Use case overview

The scenario sends the customer a personalized WhatsApp template when their order is accepted for processing in the warehouse or OMS. The message includes the customer name, order number, product name, and expected processing timeline. A static URL button opens the order tracking page.

Template example

Hello, {{1}}! Your order #{{2}} for "{{3}}" is being processed at the warehouse. {{4}}.

Order status
  • {{1}}
    customer name
  • {{2}}
    order number
  • {{3}}
    product name
  • {{4}}
    processing or shipping timeline (e.g. ships in 1–2 business days)
  • “Order status”
    button — fixed in the Meta template
WhatsApp Business API for order accepted for processing

When to use it

Reach for this scenario when checkout confirmation is not enough and customers keep asking where their order is once the warehouse or OMS actually starts picking and packing. It fits e-commerce fulfilment teams, marketplaces handling post-checkout volume, and integrators wiring OMS or WMS webhooks to WhatsApp outbound.

Fewer "where is my order?" contacts
Four body variables — customer name, order number, product name, and processing timeline — arrive in WhatsApp when the OMS marks the order accepted for processing, so the customer sees fulfilment has started without opening email or calling support.
Realistic shipping expectations
The fourth body variable carries the processing or shipping timeline (e.g. ships in 1–2 business days), so the message sets when to expect the next update instead of leaving them guessing after checkout.
One tap to tracking
A static URL button fixed in the Meta template opens the order status page, so the customer can self-serve without waiting for an agent.
Automated from warehouse events
The OMS or warehouse event triggers the template build and send, so no one manually copies order fields into WhatsApp.
Delivery logged for CRM or OMS
Delivery result is logged per platform rules, so the e-commerce platform or CRM can follow up on failed sends or tie the update back to the order record.

Workflow

  1. Trigger

    The OMS or warehouse marks the order as accepted for processing and fires an event.

    event · triggered

  2. Capture event

    The system resolves the customer phone number and order fields.

    phone: "+…"

  3. Build & send

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

    POST /sendTemplate

  4. Delivered

    The customer receives the WhatsApp update with fulfilment context and can open tracking via the button.

    delivered

  5. Status tracked

    Delivery result is logged; errors are handled according to platform rules.

    status: "read"

WhatsApp Business API for order accepted for processing

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_PRODUCTNAME="___"         # {{3}} product name
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_PRODUCTNAME=$TEST_PRODUCTNAME" \
            "TEST_NEXTSTEP=$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}} product name → ${TEST_PRODUCTNAME}
# {{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_PRODUCTNAME}" },
        { "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

Related

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