# How to use Call Ended Webhook

A customer calls your support team. The agent handles the conversation, resolves the issue, and the call ends. Five minutes later, a complaint lands in your inbox from that same customer saying the agent was rude and gave incorrect information. Your manager asks to review the call. Nobody logged it. There is no recording link saved anywhere. The call happened and vanished without a trace.

Now imagine a different scenario: The moment that call ends, your CRM automatically logs the full call record — who called, which agent handled it, how long it lasted, when it started, when it ended, and a direct link to the call recording. Your manager opens the CRM, clicks the recording link, and listens to the entire conversation within minutes.

That is exactly what the **Call Ended Webhook** makes possible.

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

In DoubleTick, every WhatsApp call — whether incoming or outgoing — has a lifecycle. It starts, it gets answered or missed, and eventually it ends.

The **Call Ended** webhook fires the moment a call session is completed or disconnected. At that instant, DoubleTick sends a comprehensive record of the entire call to your connected system — including the duration, the start and end timestamps, who ended the call, and most importantly, a direct URL to the call recording.

Think of it like an automatic case file that gets created and filed the moment every call concludes. Every detail is captured, organised, and sent to wherever your business stores its records — without anyone on your team having to do anything manually.

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

This webhook activates when:

* A WhatsApp call made or received through DoubleTick is completed — either by one party ending the call normally or by the call being disconnected

It fires for both incoming and outgoing calls.

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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: `Call Ended Logger`

#### <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 the moment every call ends.

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 **Call Ended** from the event list
2. Click **Create Webhook**

Your webhook is now live and capturing every completed call automatically.

***

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

1. Make or receive a WhatsApp call through DoubleTick and end it
2. Go to **Bot Studio → Capture Response → View Response Data**

You will see the complete call record that was captured the moment the call ended.

***

#### <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\_ENDED" — confirms this is a call ended event    |
| Call ID               | A unique identifier for this specific call session     |
| Chat ID               | The ID of the chat thread this call is linked to       |
| Ended By              | The phone number of the person who ended the call      |
| Device ID             | The device from which the call was handled             |
| Picked By             | The phone number of the agent who handled the call     |
| Call Status           | "END" — confirms the call has concluded                |
| Customer ID           | The unique identifier of the customer in DoubleTick    |
| WABA Number           | Which WhatsApp Business number was used                |
| Call Ended At         | The exact date and time the call ended                 |
| Customer Name         | The name saved for this customer in DoubleTick         |
| Recording URL         | A direct link to the MP3 recording of the call         |
| Call Direction        | Whether the call was incoming or outgoing              |
| Call Started At       | The exact date and time the call began                 |
| Chat Message ID       | The ID linking this call to the customer's chat thread |
| Customer Phone Number | The customer's WhatsApp number                         |
| Duration In Seconds   | The total length of the call in seconds                |

The **Recording URL** and **Duration In Seconds** fields are particularly powerful. The recording URL gives you a direct, clickable link to the full call audio, and the duration field lets you filter, sort, and analyse calls by length — all automatically, without any manual effort.

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: A Financial Advisory Firm Using Call Records for Compliance, Dispute Resolution, and Agent Quality Review**</mark>

**The Situation**

A financial advisory firm advises clients on investments, insurance, and tax planning. Their relationship managers communicate with clients entirely through WhatsApp — answering queries, discussing portfolio performance, recommending products, and providing regulatory disclosures verbally during calls.

The firm is governed by strict compliance regulations that require all client advisory communications to be recorded and retained for a minimum of five years. In addition, the firm regularly conducts internal quality reviews where senior managers listen to calls to assess whether relationship managers are communicating correctly, providing accurate information, and following the required compliance scripts.

**The Problem**

The firm had no structured system for capturing call records. Calls happened on WhatsApp through DoubleTick, but there was no automated way to log call details into the CRM or retrieve recordings for compliance reviews. Relationship managers were supposed to manually note call summaries in the CRM, but this was inconsistent — summaries were often vague, incomplete, or missing entirely.

When a client raised a dispute claiming their relationship manager had recommended a product incorrectly, the firm had no recording to refer to. They could not verify what was said, when, and by whom. The compliance team had no audit trail. The dispute took weeks to resolve and damaged the firm's relationship with the client.

Quality reviews were equally difficult. Managers had to manually ask agents to share call recordings from their devices — a process that was slow, unreliable, and easily avoided by agents who knew a review was coming.

The firm needed a system where every call was automatically logged, every recording was automatically saved and accessible, and no human action was required to make any of this happen.

**How the Call Ended Webhook Solves This**

The firm connects this webhook directly to their CRM.

The moment any call ends on DoubleTick, the webhook fires and the CRM automatically creates a complete call record in the relevant client's profile. The record includes the client's name and phone number, the relationship manager's phone number from the Picked By field, the call start time, the call end time, the duration in seconds, the call direction, and most critically — a direct clickable link to the call recording.

Every call is logged without any action from the relationship manager. The recording is accessible from the CRM instantly, linked directly to the client's record.

The compliance team now has a complete, automatically maintained archive of every client call. When an audit requires them to produce call records for a specific client or a specific time period, they filter the CRM and retrieve every call log with its recording link in seconds.

When a client raises a dispute, the compliance team opens the client's CRM record, finds the call in question by date, clicks the recording URL, and listens to the exact conversation. Disputes are resolved in hours instead of weeks.

Quality reviews become straightforward. Senior managers open an agent's call history in the CRM, filtered by the Picked By field, and pick any call to review. They click the recording link and listen immediately — no coordination with the agent required, no delays, no selective sharing.

The duration field adds an additional layer of insight. The compliance team can identify calls that were unusually short — flagging potential cases where a required compliance disclosure may not have been completed — and calls that were unusually long, which may indicate a client with complex concerns that need follow-up.

**The Result**

* Every call is automatically logged in the CRM the moment it ends, with zero manual input from any agent
* Call recordings are permanently stored and accessible via a direct URL in the client's CRM record
* Compliance audits are completed in a fraction of the time previously required
* Client disputes are resolved quickly and accurately using recording evidence
* Quality reviews are conducted without agent involvement or cooperation, making them objective and reliable
* The firm can demonstrate full regulatory compliance with a complete, timestamped, and recorded archive of every client call
* Relationship managers spend zero time on call logging, freeing them entirely to focus on client relationships

***

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

The Call Ended Webhook is one of the most data-rich webhooks available in DoubleTick. The moment a call concludes, you receive a complete record of that call — who was involved, how long it lasted, when it happened, and a direct link to the recording. For businesses where call quality, compliance, and accountability matter, this webhook is not just convenient — it is essential.

Set it up once, and every call your team makes or receives is permanently documented, instantly accessible, and fully retrievable.