How to use Call Permission Reply Received Webhook
Know Instantly When a Customer Grants or Denies Call Permission — and Automate Your Outreach Accordingly
Imagine this: Your sales team sends out a call consent template to 500 customers on WhatsApp. The template asks for permission to call them about a new product offer. Three buttons appear on their screen: Always Allow, Allow for 7 Days, and Don't Allow.
Customers start clicking. Some grant permission immediately. Some allow calls only for a week. Some explicitly deny. But your team has no idea who clicked what. The responses sit inside WhatsApp and are never actioned. Your sales team calls customers who said don't allow and damages relationships. They miss calling customers who granted permission and lose sales.
The Call Permission Reply Received Webhook changes that. The moment a customer clicks any of the three permission buttons, this webhook fires and sends all the details to your connected system — instantly, so your team can act on it right away.
What Is the Call Permission Reply Received Webhook?
In DoubleTick, you can send customers a special template message asking for permission to call them. This is called a call consent template. The customer receives the message with three buttons to choose from:
Always Allow — grants permanent permission to call
Allow for 7 Days — grants temporary permission for one week
Don't Allow — denies permission to call
The Call Permission Reply Received webhook fires the moment a customer clicks any one of these three buttons. At that instant, the webhook sends information about their response to your connected system.
Think of it like an instant response form. A customer answers a question by clicking a button, and your business automatically knows their answer and can act on it immediately.
When Does This Webhook Trigger?
This webhook activates when:
A customer receives a call consent template sent through DoubleTick
The customer clicks on one of the three permission buttons — Always Allow, Allow for 7 Days, or Don't Allow
Step-by-Step Setup Guide
Step 1: Open Webhooks in DoubleTick
Log in to your DoubleTick account
Go to Settings
Click on Webhooks
Step 2: Create a New Webhook
Click New Webhook
Give it a clear name — for example:
Call Permission Tracker
Step 3: Get Your Webhook URL
You need a destination URL — this is where DoubleTick will send the permission response data every time a customer replies.
You can connect it to:
A CRM like Zoho, HubSpot, or Salesforce
An automation tool like Zapier or Pabbly
A spreadsheet like Google Sheets
Your own backend system or internal dashboard
For testing purposes, you can use DoubleTick's Bot Studio to capture and preview the data first:
Open a new tab and go to Bot Studio
Click Create New Bot
Set the trigger to On Webhook
Copy the webhook URL that appears
Step 4: Fill in Webhook Details
Go back to the Webhooks page
Paste the webhook URL
Select your API Number (your WABA/WhatsApp Business number)
Click Continue
Step 5: Choose the Event
Select Call Permission Reply Received from the event list
Click Create Webhook
Your webhook is now live and tracking permission responses.
How to Test It
Send a call consent template to a test customer number through DoubleTick
On that customer number, click one of the three permission buttons
Go to Bot Studio → Capture Response → View Response Data
You will see all the data captured at the moment the button was clicked.
What Data Do You Receive?
When this webhook fires, it sends different information depending on whether the customer granted or denied permission.
When a Customer Grants Permission (Clicks Always Allow or Allow for 7 Days):
WABA Number
Which WhatsApp Business number received the response
Customer Phone Number
The customer's WhatsApp number
Response
"accepted" — indicating permission was granted
Message ID
The unique ID of the template message sent
Timestamp
The exact date and time the customer clicked the button
Is Permanent
true if Always Allow was clicked, false if Allow for 7 Days was clicked
Response Source
"user" — indicating the customer themselves clicked the button
User Action
The specific button the customer clicked
Pair Message ID
The ID linking this response to the original message
When a Customer Denies Permission (Clicks Don't Allow):
WABA Number
Which WhatsApp Business number received the response
Customer Phone Number
The customer's WhatsApp number
Response
"rejected" — indicating permission was denied
Message ID
The unique ID of the template message sent
Timestamp
The exact date and time the customer clicked the button
Response Source
"user" — indicating the customer themselves clicked the button
User Action
The specific button the customer clicked
Pair Message ID
The ID linking this response to the original message
Note: The Is Permanent field only appears when permission is granted. When permission is denied, this field does not exist in the data.
Real-Life Business Use Case
A Telecom Company Managing Outbound Calling Compliance and Lead Prioritisation
The Situation
A major telecom company runs frequent promotional campaigns offering new plans, device upgrades, and special offers to their existing customer base. Their outbound calling team needs to contact customers to pitch these offers, but Indian telecom regulations strictly require explicit customer consent before making promotional calls. Violating this can result in heavy fines and regulatory action.
Their strategy is to send WhatsApp call consent templates to customers first. Only customers who grant permission should receive a call. But with tens of thousands of customers responding daily, manually tracking who said yes and who said no is impossible.
Additionally, the company has different call centre teams handling different types of offers — premium plans go to the high-value team, device upgrades go to the retention team, and budget plans go to the acquisition team. Each team needs to know which customers have granted them permission, and they need to know immediately so they can call while the customer is still engaged.
The Problem
Previously, the company sent call consent templates but had no automated way to track responses. Responses were scattered across WhatsApp and the team had no system to organise them. The calling team would manually review messages, try to figure out who had clicked what, and often made calls to customers who had explicitly clicked Don't Allow — damaging customer relationships and risking regulatory fines.
High-value customers who clicked Always Allow were not being called at all because the calling team had no alert system. By the time they manually checked the message history, the customer had moved on.
Budget plan customers who clicked Allow for 7 Days were being called after the seven days had expired, wasting calling resources on customers whose temporary permission had already lapsed.
How the Call Permission Reply Received Webhook Solves This
The company connects the Call Permission Reply Received webhook to their CRM using Zapier.
The automation works like this:
When a customer clicks Always Allow, their CRM record is updated with a status of "Permanent Call Permission Granted", and their phone number is automatically added to the permanent calling list for their assigned team.
When a customer clicks Allow for 7 Days, their CRM record is updated with a status of "Temporary Call Permission — Valid Until Day X" (where Day X is calculated as seven days from the current date). A task is automatically created in the CRM to remove them from the calling list after seven days.
When a customer clicks Don't Allow, their CRM record is flagged with "Call Permission Denied" and they are immediately removed from all calling lists, ensuring no agent will ever call them.
Additionally, when a customer grants permission, an instant alert is sent to the relevant calling team on WhatsApp with the customer's name, phone number, and their permission status. This alert is sent within seconds of the button click, while the customer is still engaged.
What Changes for the Team
Calling teams no longer need to manually track permissions. They receive instant alerts when a customer grants permission and can call within minutes while the customer is still receptive. They never call a customer who denied permission because those customers are automatically removed from their list.
Customers who grant temporary permission are automatically taken off the calling list after seven days without anyone having to manually manage it. The CRM always reflects the current permission status.
The compliance team has a complete, auditable record of every customer's permission status and when they granted or denied it — providing full regulatory compliance documentation.
The Result
Regulatory compliance is guaranteed because no customer is ever called without documented permission
Call completion rates increase significantly because calling teams reach out to customers within minutes of permission being granted, while the customer is engaged
Calling resources are optimised — no wasted calls to customers who denied permission
High-value customers receive faster response times and better conversion
Temporary permissions are automatically honoured without manual intervention
The company eliminates the risk of costly regulatory fines due to calling without permission
Summary
The Call Permission Reply Received Webhook turns customer permission responses from something that sits silently in WhatsApp into an active trigger for your business to act on. Whether you are managing outbound calls, complying with telecom regulations, or prioritising high-value customers, this webhook ensures that every customer's decision about being called is captured instantly and actioned appropriately.
Set it up once, and your calling operations become compliant, efficient, and responsive — all automatically.
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