Survey completion reminder via WhatsApp API

The scenario sends the client a personalised WhatsApp template when a survey request is still pending after the first ask.

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Use case overview

The scenario sends the client a personalised WhatsApp template when a survey request is still pending after the first ask. The message includes the client name, survey context, and a short reminder to complete the form. A static URL button opens the same survey link from the original request.

Template example

Hello, {{1}}! {{2}}. {{3}} Please complete the survey — it takes about a minute.

Complete survey

{{1}}
customer name
{{2}}
survey topic or context (e.g. recent purchase, closed support case, service visit)
{{3}}
awaited item or reminder instruction (e.g. you have not finished the short survey yet — link below)
“Complete survey”
button — fixed in the Meta template

WhatsApp Business API for survey completion reminder

When to use it

Use this scenario when a client received a satisfaction or feedback survey but has not completed it within the expected window and the team needs a compliant WhatsApp reminder rather than a manual agent message or another email. It fits post-interaction CSAT or NPS follow-ups, helpdesks reminding clients to finish a case survey, and agencies connecting reminder rules from CRM or product analytics.

Higher survey completion rates

The reminder lands in WhatsApp with name, survey context and completion prompt as three body variables, so the follow-up sits in a channel the client already uses instead of a survey email they ignore after the first ask.

Compliant follow-up without an open chat

The reminder trigger sends an approved template when the survey is still pending, so the nudge reaches the client even when there is no open conversation and free-text replies are not allowed.

No manual agent reminder messages

The workflow resolves the recipient phone and reminder fields, builds the template with three body variables and a static URL button, so agents do not retype survey context or chase incomplete responses by hand.

Survey context before they tap

Customer name and survey topic appear in the message body, so the client knows which pending survey they are finishing before tapping the fixed Complete survey button that opens the form.

Delivery logged for follow-up analytics

Delivery result is written back to the CRM or analytics stack while completion is tracked on the linked form, so reminder performance stays tied to the same survey record.

Workflow

Trigger
The CRM or survey workflow fires a reminder trigger when completion is still missing after the threshold.
event · triggered
Capture event
The system resolves the recipient phone number and survey reminder fields.
phone: "+…"
Build & send
A personalised template message is built with three body variables and a static URL button.
POST /sendTemplate
Delivered
The client receives the WhatsApp survey reminder with context from the pending request.
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_TOPIC="___"         # {{2}} topic or subject
TEST_AWAITEDITEM="___"         # {{3}} awaited item

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

  ]
}
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.