How to use Chat Unassigned Webhook

Never lose track of a customer conversation again

Imagine this:

A customer reaches out on WhatsApp asking about a delivery issue. An agent starts helping them, but midway through the conversation, the agent gets pulled into a meeting and unassigns the chat.

The customer waits. No one responds. Eventually, the customer leaves.

This is a common challenge for support teams.

The Chat Unassigned Webhook in DoubleTick is designed to prevent exactly this.

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What is the Chat Unassigned Webhook?

A webhook is an automatic notification system.

Whenever something happens in DoubleTick, a webhook sends that information to another system instantly.

The Chat Unassigned webhook specifically triggers when a conversation is removed from an agent — meaning no one is currently responsible for that chat.

In simple terms:

It works like an alert system. The moment a chat becomes unattended, your system is notified.

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When Does This Webhook Trigger?

This webhook is triggered in all unassignment scenarios:

• When an agent manually removes themselves from a chat

• When a team lead unassigns a chat for redistribution

• When a bot workflow unassigns a chat

• When an AI bot unassign a conversation

Every unassignment is captured, regardless of how it happens.

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Step-by-Step Setup Guide

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Step 1: Open Webhooks in DoubleTick

• Log in to your DoubleTick account

• Go to Settings

• Click on Webhooks

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Step 2: Create a New Webhook

• Click on New Webhook

• Enter a clear name

Example: Chat Unassigned Tracker

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Step 3: Get Your Webhook URL

You need a destination URL where DoubleTick will send the data.

You can use:

• A CRM (Zoho, HubSpot, Salesforce)

• Automation tools (Zapier, Make, Pabbly)

• Your backend system

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For Testing (Recommended)

To understand how the webhook works, you can use DoubleTick Bot Studio:

• Open Bot Studio in a new tab

• Click on Create New Bot

• Select trigger: On Webhook

• Copy the webhook URL

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Step 4: Fill in Webhook Details

• Go back to the Webhooks page

• Paste the webhook URL

• Select your API Number (WABA number)

• Click Continue

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Step 5: Choose the Event

• Select Chat Unassigned

• Click on Create Webhook

Your webhook is now active.

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How to Test It

• Open any chat in DoubleTick

• Remove the assigned agent

• Go to Bot Studio → Capture Response → View Response Data

You will see the webhook data captured instantly.

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What Data Do You Receive?

When this webhook is triggered, the following data is sent:

Field	Description
Customer Name	Name of the customer
Customer Phone Number	Customer’s WhatsApp number
Previously Assigned Agent	Agent who was handling the chat
Agent Phone Number	Agent’s contact details
WABA Number	Business WhatsApp number
Timestamp	Date and time of unassignment

This gives you complete visibility into chat ownership.

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Real-Life Business Use Case

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Healthcare Clinic Managing Patient Conversations

The Situation

A healthcare clinic receives over 100 WhatsApp queries daily — including appointment bookings, reschedules, and report requests.

A team of agents handles these conversations in shifts.

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The Problem

At the end of a shift:

• Agents log out and unassign chats

• Several conversations are still active

• The next shift has no visibility into:

  • Which chats are pending

  • Who was handling them

  • How urgent they are

Patients are left waiting, and some miss important follow-ups.

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The Solution Using Chat Unassigned Webhook

The clinic connects the webhook to a Google Sheet using an automation tool.

Every time a chat is unassigned:

• A new entry is created automatically

• The system records:

  • Patient name

  • Phone number

  • Previous agent

  • Time of unassignment

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What Changes for the Team

At the start of each shift:

• The supervisor checks the sheet

• Sees all unattended conversations instantly

• Reassigns chats to available agents

No conversation is missed.

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Business Impact

• Faster response time

• No unattended patient queries

• Smooth shift handovers

• Better tracking of chat ownership

• Improved patient experience

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Summary

The Chat Unassigned Webhook is a simple but powerful feature.

It helps you:

• Track unattended conversations in real time

• Maintain visibility across teams

• Improve coordination during shift changes

• Ensure no customer is left waiting

Set it up once, and your team will always stay in control of every conversation.