Service quality survey via WhatsApp API

The scenario sends the client a personalized WhatsApp template after a service interaction, asking them to rate the quality of service they received.

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Use case overview

The scenario sends the client a personalized WhatsApp template after a service interaction, asking them to rate the quality of service they received. The message includes the client name, company or specialist context, and a short quality survey prompt. A static URL button opens the feedback form.

Template example

Hello, {{1}}! You were served at {{2}}. {{3}} Please rate our service quality — it takes about a minute.

Rate service quality

{{1}}
customer name
{{2}}
company or specialist name (e.g. branch, salon, assigned specialist)
{{3}}
survey prompt or instruction (e.g. rate service quality from 1 to 5, takes 1 minute)
“Rate service quality”
button — fixed in the Meta template

WhatsApp Business API for service quality survey

When to use it

Use this scenario when a customer completes a service interaction — store visit, appointment, delivery, or handled request — and the team needs a structured service-quality rating on WhatsApp rather than a manual follow-up message or email-only survey. It fits retail and hospitality teams measuring staff service after a visit, clinics and service desks running post-appointment quality surveys, and agencies connecting quality triggers from CRM, booking, or custom post-interaction workflows.

Higher service-quality survey response rates

The quality survey lands in WhatsApp with name, company or specialist context and survey prompt as three body variables, so the feedback ask sits in a channel the client already uses instead of an email questionnaire they never open.

Compliant first message after the interaction

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

No manual agent survey messages

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

Provider context before they rate

Customer name and company or specialist context appear in the message body, so the client knows which service interaction they are rating before tapping the fixed Rate service quality 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 interaction record.

Workflow

Trigger
The CRM or operations system fires a service-quality survey trigger when the interaction is eligible.
event · triggered
Capture event
The system resolves the recipient phone number and survey 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 service-quality survey with provider context.
delivered
Status tracked
Delivery result is logged; survey completion 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_COMPANYORSPECIALISTNAME="___"         # {{2}} company or specialist name
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=$TEST_CUSTOMERNAME" \
            "TEST_COMPANYORSPECIALISTNAME=$TEST_COMPANYORSPECIALISTNAME" \
            "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}} company or specialist name → ${TEST_COMPANYORSPECIALISTNAME}
# {{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": "${TEST_COMPANYORSPECIALISTNAME}" },
        { "type": "text", "text": "${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,
  "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.