Service rating request via WhatsApp API

The scenario sends the client a personalized WhatsApp template after a service is completed, asking them to rate the quality of what was delivered.

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Use case overview

The scenario sends the client a personalized WhatsApp template after a service is completed, asking them to rate the quality of what was delivered. The message includes the client name, service name, and a short rating prompt. A static URL button opens the feedback form or review page.

Template example

Hello, {{1}}! Service "{{2}}" is complete. {{3}} Please rate the service quality — it takes about a minute.

Rate service

{{1}}
customer name
{{2}}
completed service name (e.g. laptop repair, dental cleaning, home delivery)
{{3}}
rating prompt or instruction (e.g. rate your experience from 1 to 5, takes 1 minute)
“Rate service”
button — fixed in the Meta template

When to use it

Use this scenario when a service appointment, delivery, or on-site visit is marked complete and the team needs a structured quality rating on WhatsApp rather than a manual follow-up message or email-only survey. It fits field service and repair businesses collecting 1–5 star feedback after a job is done, salons and clinics running post-appointment quality surveys, and agencies connecting service-completed triggers from CRM, booking, or custom operations workflows.

Higher post-service survey response rates

The rating request lands in WhatsApp with name, service name and rating prompt as three body variables, so the feedback ask sits in a channel the client already uses instead of an email survey they never open.

Compliant first message after service completion

The operations system fires an approved template when the service is marked done, so the rating request reaches the client even when there is no open conversation and free-text replies are not allowed.

No manual agent rating messages

The service-completed trigger resolves the recipient phone and rating fields, builds the template with three body variables and a static URL button, so staff do not retype service context or remember to send a rating link.

Service context before they rate

Customer name and service name appear in the message body, so the client knows which completed service they are rating before tapping the fixed Rate service button that opens the feedback form.

Delivery logged for follow-up analytics

Delivery result is written back to CRM or the operations system while survey completion is tracked on the linked form, so service-quality follow-up stays tied to the same job record.

Workflow

Trigger
The operations system fires a service-completed event when the job or visit is marked done.
event · triggered
Capture event
The system resolves the recipient phone number and rating fields.
phone: "+…"
Build & send
A personalized template message is built with three body variables and a static URL button.
POST /sendTemplate
Delivered
The client receives the WhatsApp rating request with service context.
delivered
Status tracked
Delivery result is logged; survey completion is tracked outside WhatsApp.
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_SERVICE="___"         # {{2}} service name
TEST_INFO="___"         # {{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=$TEST_CUSTOMERNAME" \
            "TEST_SERVICE=$TEST_SERVICE" \
            "TEST_INFO=$TEST_INFO"; do
    val="${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}} service name → ${TEST_SERVICE}
# {{3}} additional info → ${TEST_INFO}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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": "${TEST_SERVICE}" },
        { "type": "text", "text": "${TEST_INFO}" }
      ]
    }

  ]
}
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.