How to use Chat Unassigned Webhook
Track Every Conversation That Goes Unattended — the Moment It Happens
A customer reaches out on WhatsApp asking about a delivery issue. An agent picks up the chat, starts helping, and then gets pulled into a meeting and unassigns the conversation. The customer waits. No one responds. The customer gets frustrated and leaves.
This is a common problem in support teams — and the Chat Unassigned Webhook in DoubleTick is designed to prevent exactly this.
The moment any chat goes unassigned, this webhook fires and sends all the details to your connected system instantly — so your team always knows when a conversation has been left unattended and can act on it immediately.
What Is the Chat Unassigned Webhook?
In DoubleTick, every active conversation can be assigned to a specific agent. When that assignment is removed — for any reason — the chat becomes unassigned, meaning no one is currently responsible for it.
The Chat Unassigned webhook fires the moment this happens, sending the details of the unassigned conversation to your connected system instantly.
Think of it like a fire alarm for your inbox. The moment a chat goes unattended, your system is notified — so no conversation quietly falls through the cracks.
When Does This Webhook Trigger?
This webhook activates in any of these situations:
An agent manually removes themselves from a chat
A team lead unassigns a chat for redistribution
A bot workflow unassigns the chat automatically
An AI bot releases the conversation
Every unassignment is captured — regardless of how it happens.
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:
Chat Unassigned Tracker
Step 3: Get Your Webhook URL
You need a destination URL — this is where DoubleTick will send the data every time a chat is unassigned.
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 or internal system
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 Chat Unassigned from the event list
Click Create Webhook
Your webhook is now active.
How to Test It
Open any chat in DoubleTick
Remove the assigned agent from that conversation
Go to Bot Studio → Capture Response → View Response Data
You will see the webhook data captured instantly.
What Data Do You Receive?
When this webhook fires, it sends the following information to your system:
Customer Name
The name of the customer whose chat was unassigned
Customer Phone Number
The customer's WhatsApp number
Previously Assigned Agent
The agent who was handling the chat before it was unassigned
Agent Phone Number
The previous agent's contact details
WABA Number
The WhatsApp Business number associated with the chat
Timestamp
The exact date and time the chat was unassigned
Real-Life Business Use Case: An E-Commerce Company Ensuring No Customer Query Goes Unanswered During the Day
The Situation
An e-commerce company handles customer queries on WhatsApp throughout the day — order tracking, return requests, payment issues, and delivery complaints. Their support team of eight agents handles these conversations in shifts, and chats are assigned to individual agents as they come in.
The Problem
During busy periods, agents sometimes unassign chats they cannot handle immediately — intending to come back to them but then getting occupied with other conversations. These unassigned chats would sit in the general queue with no one responsible for them. Customers would wait for 30 to 40 minutes without a response and either send follow-up messages — adding to the queue — or abandon the conversation entirely and leave a negative review.
The team supervisor had no visibility into which chats had gone unassigned or how long they had been waiting. By the time someone noticed, the customer was already unhappy.
The Solution
The company connects the Chat Unassigned webhook to Google Sheets.
Every time a chat is unassigned, a new row is automatically added to the sheet with the customer's name, phone number, the agent who previously handled it, and the exact time it was unassigned. The supervisor checks this sheet throughout the day and reassigns any unattended chat within minutes.
The Result
The supervisor has a real-time view of every unassigned conversation throughout the day
No chat goes unnoticed for more than a few minutes before being picked up and reassigned
Customers receive faster responses and the company sees a measurable drop in abandoned conversations and negative feedback
Agents no longer need to manually flag unassigned chats to the supervisor — the system does it automatically
Summary
The Chat Unassigned Webhook gives your team immediate visibility over conversations that have been left without an owner. Whether it happens during a busy shift, a handover, or a workflow change — the moment a chat goes unassigned, your system knows about it. Set it up once, and no customer conversation will ever go unnoticed again.
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