WhatsApp Business API for nps survey after interaction

The scenario sends the client a personalized WhatsApp template after an interaction is completed, asking them to rate how likely they are to recommend the business.

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Use case overview

The scenario sends the client a personalized WhatsApp template after an interaction is completed, asking them to rate how likely they are to recommend the business. The message includes the client name, interaction context, and a short 0–10 NPS prompt. A static URL button opens the NPS survey form.

Template example

Hello, {{1}}! {{2}}. {{3}} Please take our short NPS survey — it takes about a minute.

Take NPS survey

{{1}}
customer name
{{2}}
interaction context or topic (e.g. recent purchase, completed visit, closed support case)
{{3}}
NPS prompt or instruction (e.g. on a scale of 0 to 10, how likely are you to recommend us)
“Take NPS survey”
button — fixed in the Meta template

WhatsApp Business API for nps survey after interaction

When to use it

Use this scenario when a customer completes an interaction — purchase, service visit, delivery, or support case — and the team needs a structured 0–10 NPS score on WhatsApp rather than a manual message or email-only survey. It fits e-commerce teams measuring loyalty after checkout, service businesses after appointments, and agencies connecting NPS triggers from CRM or helpdesk workflows.

Higher NPS response rates

The NPS request lands in WhatsApp with name, interaction context and 0–10 prompt as three body variables, so the loyalty ask sits in a channel the client already uses instead of an email survey they never open.

Compliant first message after completion

The post-interaction trigger sends an approved template when the case is eligible, so the NPS request reaches the client even when there is no open conversation and free-text replies are not allowed.

No manual agent survey messages

The NPS trigger resolves the recipient phone and survey fields, builds the template with three body variables and a static URL button, so agents do not retype interaction context or remember to send a survey link.

Interaction context before they score

Customer name and interaction topic appear in the message body, so the client knows which completed interaction they are rating before tapping the fixed Take NPS survey button that opens the 0–10 form.

Delivery logged for follow-up analytics

Delivery result is written back to the CRM or analytics stack while NPS submission is tracked on the linked form, so follow-up stays tied to the same interaction record.

Workflow

Build & send
The CRM or product fires a post-interaction NPS trigger when the case is eligible.
POST /sendTemplate
Capture event
The system resolves the recipient phone number and survey fields.
phone: "+…"
A personalized template message
A personalized template message is built with three body variables and a static URL button.
POST /sendTemplate
Delivered
The client receives the WhatsApp NPS request with interaction context.
delivered
Status tracked
Delivery result is logged; NPS submission is tracked outside WhatsApp on the linked form.
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_TOPIC="___"         # {{2}} topic or subject
TEST_ADDITIONALINFO="___"         # {{3}} additional info

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=$TEST_CUSTOMERNAME" \
            "TEST_TOPIC=$TEST_TOPIC" \
            "TEST_ADDITIONALINFO=$TEST_ADDITIONALINFO"; do
    val="${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}} topic or subject → ${TEST_TOPIC}
# {{3}} additional info → ${TEST_ADDITIONALINFO}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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": "${TEST_TOPIC}" },
        { "type": "text", "text": "${TEST_ADDITIONALINFO}" }
      ]
    }

  ]
}
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,
  "id": "wamid.HBgLMzgwNjM5...",
  "message": "Message accepted for delivery"
}

sent
Accepted for sending — not yet on the customer's phone
id
Store it; delivery callbacks and hookInfo are keyed on this

Delivery itself arrives later, as a separate callback. Register a webhook (POST …/webhook) and 1MSG POSTs status updates to your HTTPS endpoint in a top-level hooks[] payload.

200 OKDelivery status webhook — payload you receive

{
  "hooks": [
    {
      "id": "gBGGeSaGViBfAgnlzOSHEwK9O6F",
      "type": "message",
      "status": "sent",
      "timestamp": "1654864094",
      "recipient_id": "556123122026"
    }
  ]
}

status
sent, delivered, read — or a failure status when applicable
id
Correlates the callback with the id returned by the send call
timestamp
Unix seconds, as a string

If you would rather not receive callbacks, poll GET {base}/{channel}/hookInfo?messageId=<id> instead. In practice delivery often completes within seconds — but the API contract does not guarantee it, so never block a flow waiting on it.

Common errors

Status	Response	Cause
200	Message was not sent: template is not defined	namespace, template or language missing from the request body.
200	template name (…) does not exist in <language>	The template is approved in a different language than the one requested.
200	Message was not sent: provide chatId, phone, bsuid, or username	No recipient the channel could resolve.
403	access denied	The token is wrong, or belongs to a different channel than the URL.
429	too many requests. please try later	The channel is over its send rate.