How to use Chat Assigned to Agent Webhook

Track when conversations are assigned to agents in real time

In a team environment, conversations are often assigned to different agents for handling.

The Chat Assigned to Agent webhook helps you track these assignments automatically and in real time.

This is especially useful when you want to sync agent assignments with other systems like CRM tools or track team performance.

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What is Chat Assigned to Agent webhook?

The Chat Assigned to Agent event is triggered whenever a conversation is assigned to an agent inside DoubleTick.

In simple terms:

Whenever a chat is assigned or reassigned to an agent, this webhook sends that information to your configured system.

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When Does This Webhook Trigger?

This webhook is triggered in all assignment scenarios:

• When a chat is manually assigned to an agent

• When a chat is assigned via a bot workflow

• When a chat is assigned via an AI bot

• When an existing chat is reassigned to another agent

This ensures that every assignment change is tracked.

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Step-by-Step: How to Set Up Chat Assigned Webhook

Follow these steps carefully.

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Step 1: Go to Webhooks

• Log in to DoubleTick

• Go to Settings

• Open Webhooks

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Step 2: Create a New Webhook

• Click on New Webhook

• Enter a name

Example: Chat Assigned Webhook

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Step 3: Add Webhook URL (Where Data Will Be Sent)

You need to provide a webhook URL where assignment data will be sent.

Important Understanding

You can use any system URL here, such as:

• CRM tools (Zoho, HubSpot, Salesforce)

• Automation tools (Zapier, Pabbly, Make)

• Your backend system

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Why Use Bot Studio in This Guide?

In this article, we are using DoubleTick Bot Studio only for demonstration.

This helps you:

• Capture and view assignment data

• Understand the structure of the webhook response

• Test the setup easily

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How to Get Webhook URL from Bot Studio

• Open DoubleTick in a new tab

• Go to Bot Studio

• Click on Create New Bot

• Select trigger: On Webhook

• Copy the webhook URL

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Step 4: Add Webhook Details

• Go back to the Webhooks page

• Paste the webhook URL

• Select your API Number (WABA number)

• Click on Continue

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Step 5: Select Event

• Select Chat Assigned to Agent Trigger/Event

• Click on Create Webhook

Your webhook is now active.

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How to Test the Webhook

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Step 1: Change Chat Assignment

• Open any existing chat in DoubleTick

• Assign or reassign the chat to any agent

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Step 2: Capture Response

• Go to Bot Studio

• Click on Capture Response

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Step 3: View Response Data

• Click on View Response Data

You will now see all the assignment data captured.

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What Data Will You Receive?

This webhook provides detailed information about the assignment.

Some key fields include:

• Customer name

• Customer phone number

• Assigned agent name

• Assigned agent phone number

• Agent role (Org role & WABA role)

• WABA number (business number)

This helps you track who is handling which conversation.

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Mapping Data in Bot Studio

To use this data effectively:

• Map Customer Number

• Map Assigned Agent Details

• Map WABA Number

This ensures correct data flow to external systems.

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Sending Data to External Systems

You can send this data to:

• CRM systems

• Google Sheets

• Internal dashboards

• Automation tools

The setup process is the same as previous webhook examples.

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What Happens After Setup?

Once configured:

• Every time a chat is assigned or reassigned

• The webhook is triggered

• Data is sent to your configured system

• Logs are stored automatically

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Real Business Use Case

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Use Case: Syncing Agent Assignment with CRM

Suppose your business uses a CRM to manage leads and customer relationships.

When a new lead comes in:

• The chat is assigned to an agent in DoubleTick

Using this webhook:

• The same agent can be automatically assigned as the lead owner in your CRM

How businesses use this:

• Keep CRM and DoubleTick assignments in sync

• Automatically update account managers

• Track agent ownership of conversations

• Maintain accurate ownership records across systems

For example: If a chat is assigned to Agent A in DoubleTick, the CRM will also update the lead owner to Agent A automatically.

This eliminates manual updates and ensures consistency.

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Conclusion

The Chat Assigned to Agent webhook helps you track and manage conversation ownership efficiently.

It helps you:

• Monitor agent assignments in real time

• Sync data with CRM and other tools

• Automate ownership updates

• Improve team coordination