# How to use an Incoming Call Initiated Webhook

A customer calls your business on WhatsApp. The call rings, gets answered, and the conversation happens. But an hour later, when your sales manager opens that customer's record in the CRM, there is no trace of the call. No log. No timestamp. No indication that this customer reached out at all.

This is a common gap for businesses using WhatsApp as a communication channel. Calls happen on WhatsApp, but the activity never makes it into the CRM where the full customer history lives. Over time, this creates an incomplete picture of how often customers are reaching out, when they are calling, and how frequently leads are initiating contact.

The **Incoming Call Initiated Webhook** closes this gap. The moment a customer initiates an incoming call on DoubleTick, this webhook fires and sends all the call details to your CRM instantly — so every call is logged automatically, accurately, and without anyone on your team having to do it manually.

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#### <mark style="color:$primary;">**What Is the Incoming Call Initiated Webhook?**</mark>

In DoubleTick, customers can call your business directly through WhatsApp. The moment a customer initiates such a call and it begins ringing on your side, that is the event this webhook captures.

The **Incoming Call Initiated** webhook fires the instant an incoming call begins — not when it is answered, not when it ends, but at the very first moment the call comes in.

Think of it like an automatic call register. Every time a customer calls, an entry is created in your system immediately — with the customer's details, the date and time, and a unique call ID — without anyone having to manually log anything.

***

#### <mark style="color:$primary;">**When Does This Webhook Trigger?**</mark>

This webhook activates when:

* A customer initiates a WhatsApp call to your business number on DoubleTick
* The call status moves to initiated — meaning the call has started ringing but has not yet been answered

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#### <mark style="color:$primary;">**Step-by-Step Setup Guide**</mark>

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#### <mark style="color:$primary;">**Step 1: Open Webhooks in DoubleTick**</mark>

1. Log in to your DoubleTick account
2. Go to **Settings**
3. Click on **Webhooks**

#### <mark style="color:$primary;">**Step 2: Create a New Webhook**</mark>

1. Click **New Webhook**
2. Give it a clear name — for example: `Incoming Call Log`

#### <mark style="color:$primary;">**Step 3: Get Your Webhook URL**</mark>

You need a destination URL — this is where DoubleTick will send the call data every time an incoming call is initiated.

You can connect it to:

* A **CRM** like Zoho, HubSpot, or Salesforce
* An **automation tool** like Zapier or Pabbly to route the data into your CRM
* Your own **backend or internal logging system**

**For testing purposes**, you can use DoubleTick's **Bot Studio** to capture and preview the data first:

1. Open a new tab and go to **Bot Studio**
2. Click **Create New Bot**
3. Set the trigger to **On Webhook**
4. **Copy the webhook URL** that appears

#### <mark style="color:$primary;">**Step 4: Fill in Webhook Details**</mark>

1. Go back to the **Webhooks** page
2. Paste the webhook URL
3. Select your **API Number** (your WABA/WhatsApp Business number)
4. Click **Continue**

#### <mark style="color:$primary;">**Step 5: Choose the Event**</mark>

1. Select **Incoming Call Initiated** from the event list
2. Click **Create Webhook**

Your webhook is now live and logging every incoming call automatically.

***

#### <mark style="color:$primary;">**How to Test It**</mark>

1. Call your WhatsApp Business number from a test customer number
2. While the call is ringing, go to **Bot Studio → Capture Response → View Response Data**

You will see all the data captured at the exact moment the call was initiated.

***

#### <mark style="color:$primary;">**What Data Do You Receive?**</mark>

When this webhook fires, it sends the following information to your system:

| Field                 | What It Tells You                                      |
| --------------------- | ------------------------------------------------------ |
| Event                 | "call incoming initiated" — confirms the type of event |
| Call ID               | A unique identifier for this specific call session     |
| Call Status           | "initiated" — confirms the call has begun ringing      |
| Customer ID           | The unique identifier of the customer in DoubleTick    |
| WABA Number           | Which WhatsApp Business number received the call       |
| Customer Name         | The name saved for this customer in DoubleTick         |
| Call Direction        | "incoming" — confirms this is an inbound call          |
| Chat Message ID       | The ID linking this call to the customer's chat thread |
| Customer Phone Number | The customer's WhatsApp number                         |

***

#### <mark style="color:$primary;">**Sample Payload:**</mark>

```json
{
  "event": "CALL_INCOMING_INITIATED",
  "callId": "wacid.SAMPLE_CALL_ID_001",
  "chatMessageId": "sample-chat-msg-001",
  "chatId": "",
  "wabaNumber": "911111111111",
  "customerNumber": "919999999999",
  "customerName": "Sample Customer",
  "customerId": "customer_SAMPLE_001",
  "callDirection": "INCOMING",
  "callStatus": "INITIATED",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "",
  "pickedBy": "",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": ""
}
```

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: A Real Estate Company Maintaining a Complete Incoming Call History in Their CRM**</mark>

**The Situation**

A real estate company manages hundreds of active leads at any given time. Their sales agents communicate with prospects entirely over WhatsApp — sharing property details, answering questions, and scheduling site visits. Prospects frequently call the business number directly on WhatsApp when they are ready to ask something specific or want to speak to someone in person.

The company uses a CRM to track all lead activity — when a lead was contacted, what was discussed, what the next step is, and how close they are to making a decision.

**The Problem**

Every time a prospect called in on WhatsApp, the call happened entirely outside the CRM. There was no automatic record of the call in the lead's profile. Sales managers reviewing the CRM would see the last chat interaction but have no idea whether the customer had called five times since then. Agents were supposed to manually log calls in the CRM after every conversation, but in practice this rarely happened consistently.

The result was an incomplete call history in the CRM. When a senior manager reviewed a lead's activity before a follow-up meeting, they were working with partial information. Leads that had been highly active on calls appeared dormant in the CRM simply because call activity was never logged.

There was also no way for the sales team to see patterns — which leads were calling the most, which time of day most calls were coming in, and which agents were receiving the highest call volumes from prospects.

**How the Incoming Call Initiated Webhook Solves This**

The company connects this webhook directly to their CRM.

The moment a prospect initiates a WhatsApp call to the business number, the webhook fires and passes the call data to the CRM. In the lead's CRM record, a new call activity entry is automatically created showing the customer's name, their phone number, the date and time the call was initiated, the call ID, and the call direction as incoming.

This happens for every single incoming call — regardless of whether it gets answered, missed, or rejected. The initiation itself is what gets logged.

Over time, the CRM builds a complete timeline of all incoming call activity for every lead and customer. Sales managers can open any lead record and see the full history of every time that lead called in — with exact dates and times — without relying on agents to manually log anything.

**The Result**

* Every incoming call is automatically recorded in the CRM the moment it begins, with zero manual effort from agents
* Sales managers always have a complete and accurate picture of how frequently a lead is reaching out
* Leads that are calling frequently are easy to identify and prioritise for immediate follow-up
* The sales team can analyse incoming call patterns — peak call times, most active leads, call frequency trends — all from CRM data
* Agents are no longer burdened with manual call logging, freeing them to focus entirely on the conversation itself
* No incoming call ever goes unrecorded, giving the business a reliable audit trail of all customer-initiated call activity

***

#### <mark style="color:$primary;">**Summary**</mark>

The Incoming Call Initiated Webhook solves one of the most common data gaps for businesses using WhatsApp for customer communication — the absence of call logs in the CRM. The moment a customer calls in, the data travels to your CRM automatically and the lead or customer record is updated with a timestamped call entry. Over time, this builds a complete, reliable history of every inbound call your business has ever received — without anyone on your team lifting a finger to log it.

Set it up once, and your CRM call history takes care of itself.