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eKYC pending review notice via WhatsApp API

The scenario sends the client a personalised WhatsApp template when their eKYC or identity verification is pending review.

Use case overview

The scenario sends the client a personalised WhatsApp template when their eKYC or identity verification is pending review. The message includes the client name, the verification process, and the current status label. A static URL button opens the verification status page or customer portal.

Template example

Hello, {{1}}! Your {{2}} is currently: {{3}}. We will notify you when the review is complete. If you have questions — we are here to help.

Check status
  • {{1}}
    customer name
  • {{2}}
    verification process (e.g. eKYC verification, identity check, document review)
  • {{3}}
    current status label (e.g. Pending review, Under review, Awaiting verification)
  • “Check status”
    button — fixed in the Meta template
WhatsApp Business API for ekyc pending notification

When to use it

Reach for this scenario when a client has submitted eKYC documents or finished an identity verification flow and the case is pending or in review — and you need to reassure them proactively before approval or rejection. It fits fintech teams processing KYC queues, marketplaces waiting on seller identity checks, and agencies wiring eKYC provider or compliance status webhooks to WhatsApp outbound.

Fewer "did you receive my documents?" calls
Three body variables carry the customer name, the verification process label, and the current pending status, so the client learns the review is in progress without opening email or calling support.
Status checks one tap away
A static URL button labeled Check status opens the verification portal or status page — the link is fixed in the approved Meta template while only the body text is sent via the API.
Updates without an open chat window
Because there is no active conversation, the send uses an approved WhatsApp template via the 1MSG API — the only channel that can reach the client outside the 24-hour session window.
No manual reassurance for every pending case
When the eKYC provider or back office marks a case pending review, the integration resolves the phone number and fires the template on that event instead of someone copying status text by hand.
Delivery logged for compliance follow-up
Delivery result is logged after send, so CRM or compliance teams can see who was notified and handle errors according to platform rules.

Workflow

  1. Customer acts

    The client submits eKYC documents or completes the verification flow.

    user action

  2. Office

    The back office, eKYC provider, or integration marks the case as pending review.

    POST /sendTemplate

  3. Status tracked

    The system resolves the recipient phone number and pending-status fields.

    status: "read"

  4. Build & send

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

    POST /sendTemplate

  5. Delivered

    The client receives the WhatsApp notification that verification is under review.

    delivered

  6. Delivery result is logged

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

    status: "read"

WhatsApp Business API for ekyc pending notification

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_PROCESS="___"         # {{2}} process name
TEST_STATUS="___"         # {{3}} status label

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=$TEST_CUSTOMERNAME" \
            "TEST_PROCESS=$TEST_PROCESS" \
            "TEST_STATUS=$TEST_STATUS"; do
    val="${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}} process name → ${TEST_PROCESS}
# {{3}} status label → ${TEST_STATUS}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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": "${TEST_PROCESS}" },
        { "type": "text", "text": "${TEST_STATUS}" }
      ]
    }

  ]
}
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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