Post-ticket support survey via WhatsApp API

The scenario sends the client a personalized WhatsApp template after a support case or ticket is completed, inviting them to share feedback in a short survey.

Try the demo View code example

Use case overview

The scenario sends the client a personalized WhatsApp template after a support case or ticket is completed, inviting them to share feedback in a short survey. The message includes the client name, ticket number, and a survey topic line. A static URL button opens the survey form or feedback page.

Template example

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

Take survey

{{1}}
customer name
{{2}}
ticket or case number
{{3}}
survey topic or invitation line (e.g. tell us how we handled your request, takes 1 minute)
“Take survey”
button — fixed in the Meta template

WhatsApp Business API for post-ticket survey

When to use it

Use this scenario when a support case or ticket is completed and the team needs a structured feedback survey on WhatsApp rather than a manual agent message or email-only form. It fits helpdesks inviting clients to short post-case surveys after closure, contact centers running standardized post-ticket feedback collection, and agencies connecting survey triggers from Zendesk, Freshdesk, or custom CRM workflows.

Higher survey completion rates

The survey invitation lands in WhatsApp with name, ticket number and survey topic 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 completion

The helpdesk fires an approved template when the case is eligible, so the survey invitation reaches the client even when there is no open conversation and free-text replies are not allowed.

No manual survey follow-up messages

The post-completion 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 ticket context or remember to send a survey link.

Ticket context before they respond

Customer name and case number appear in the message body, so the client knows which completed ticket the survey refers to before tapping the fixed Take survey button that opens the form.

Delivery logged for follow-up analytics

Delivery result is written back to the helpdesk or CRM while survey completion is tracked on the linked form, so feedback follow-up stays tied to the same ticket record.

Workflow

Build & send
The helpdesk fires a post-completion survey trigger when the case or ticket 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 survey invitation with ticket 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_TICKETNUMBER="___"         # {{2}} ticket number
TEST_TOPIC="___"         # {{3}} topic or subject

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=$TEST_TOPIC"; do
    val="${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 → ${TEST_TOPIC}
read -r -d '' PAYLOAD <<JSON || true
{
  "phone": "${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}" }
      ]
    }

  ]
}
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.