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Card Delivery Notification

WhatsApp use case - Card Delivery Notification - high-level overview

This use case will show how to easily send notifications to your clients informing them when and where they can pick up their new bank cards.

If clients do not get timely information about their card status this results in wasted contact center resources and prolongs the time for the client to get the card. Contact centers waste resources by having to:

  1. Call the client
  2. Notify the client about the pickup 
  3. Send the credit card via mail to their home address
  4. Arrange pickup at the branch office

Sending real-time alerts about the status of the card order optimizes resources and increases customer satisfaction and experience. Additionally, switch seamlessly between automated and personal chats​.

Process Workflow

WhatsApp use case - Card Delivery Notification - process workflow

Implementation Steps

The card_delivery notification needs to be approved by WhatsApp as shown in the table below. This specific template can be reused for different customers adapting placeholders with other values.

Template name





Hi {{1}}, your new credit card is waiting for you at our branch office at {{2}} You can pick-up your card from {{3}} to {{4}} on working days and from {{5}} to {{6}} on Saturdays.

Please take your ID card with you.

Your G2Bank


Steps over API

  1. Log in to Infobip API Resource hub and copy your BASE URL. Your personal base URL is: https://{{BASE_URL}}.api.infobip.com/

The personal BASE URL is a simple way to identify who sent out the API request. This means we can identify the request through DNS and then find the optimal route for API requests.

  1. To send an approved message template, use Postman or similar API development tools, then choose the POST method.
  2. Replace endpoint with https://{{BASE_URL}}.api.infobip.com/omni/1/advanced.
  3. Add the Authorization header. For example, Basic: Base64 encoded username and password. Learn more about Authentication on our Infobip API Resource hub.
  4. Copy the scenarioKey you previously created. Learn more about Creating a scenario.
  • Specify the destination phoneNumber you wish to send the notification to
  • Replace templateName, templateData, and languagefields with registered ones (refer to table above). Field templateData contains real data for placeholders in the registered template.

      "templateData":[ "Marco", "Sesame street 7", "9AM",  "6PM", "9AM", "1PM"

Template data should contain the same number of elements as placeholders in the registered template. In case the template doesn’t contain any placeholders, templateData field should be an empty array “[ ]”.


You can add an optional question to your notification asking clients if they would like to know the exact location of the bank. In case they reply with a Yes to your message, you can share the location of the branch office where they should pick up their new card. Check our use case for sending rich media messages.

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