AI Agent Skill for WhatsApp APIMore
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Satisfied/not satisfied buttons via WhatsApp API

This scenario sends the client a short personalised WhatsApp template asking them to confirm whether they are satisfied.

Use case overview

This scenario sends the client a short personalised WhatsApp template asking them to confirm whether they are satisfied. The message includes their name and the subject being rated (for example a recent delivery or support case). Two quick-reply buttons let them answer satisfied or not satisfied in one tap; each choice arrives via webhook for CRM or analytics.

Template example

Hello, {{1}}! Are you satisfied with {{2}}? Tap a button below — it takes a few seconds. Thank you, your feedback helps us improve.

Satisfied
  • {{1}}
    customer or client name
  • {{2}}
    topic or subject being rated (e.g. recent delivery, visit, support case)
  • “Satisfied”
    button — fixed in the Meta template
WhatsApp Business API for satisfaction confirmation

When to use it

Reach for this scenario when you need a clear yes-or-no satisfaction confirmation after a purchase, visit, delivery, or support case, and there is no open WhatsApp chat — only an approved template can start the conversation. It fits retail and delivery teams checking post-order satisfaction, service businesses confirming a recent appointment went well, and support or SaaS teams running a binary CSAT pulse after closure without sending clients to external survey links.

Clear satisfaction signal in one tap
The client confirms satisfied or not satisfied with one quick-reply tap inside WhatsApp — name and topic appear as two body variables — instead of ignoring an email survey link.
Structured outcomes without manual chasing
CRM fires the template on a post-interaction trigger, resolves phone and topic from the record, and stores each button choice from webhook events as analytics-ready feedback.
Answers while the experience is fresh
The confirmation goes out right after delivery, visit, or ticket closure, so satisfaction is captured in the channel the client already uses before memory fades.
Not-satisfied responses can open follow-up in the same chat
A not-satisfied tap arrives via webhook within the 24-hour session window, so automation or a manager can reply in WhatsApp without starting a new outbound campaign.
Compliant first message when there is no session
An approved template with two body variables and fixed quick-reply labels is the only way to ask for satisfaction confirmation when free-text outbound messages are not allowed and no conversation is open yet.

Workflow

  1. Build & send

    CRM or the product workflow fires a post-interaction satisfaction confirmation trigger when a check is due.

    POST /sendTemplate

  2. Capture event

    Client phone, name, and satisfaction topic are resolved from the trigger payload or CRM record.

    phone: "+…"

  3. A personalised template is

    A personalised template is sent with two body variables and satisfied / not satisfied quick-reply buttons.

    POST /sendTemplate

  4. Status tracked

    The client taps a button — the event arrives via webhook and is logged as a structured satisfaction result.

    status: "read"

  5. Delivered

    CRM or analytics stores the outcome; not-satisfied responses can route to a follow-up track within the session window.

    delivered

WhatsApp Business API for satisfaction confirmation

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
  5. Webhook endpoint · How to Set Up Webhooks

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

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

  ]
}
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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