# How to use Chat Unassigned Webhook

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.

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

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.

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

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.

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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: `Chat Unassigned Tracker`

#### <mark style="color:$primary;">**Step 3: Get Your Webhook URL**</mark>

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:

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 **Chat Unassigned** from the event list
2. Click **Create Webhook**

Your webhook is now active.

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

1. Open any chat in DoubleTick
2. Remove the assigned agent from that conversation
3. Go to **Bot Studio → Capture Response → View Response Data**

You will see the webhook data captured instantly.

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#### <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                                            |
| ------------------------- | ------------------------------------------------------------ |
| 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              |

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#### <mark style="color:$primary;">**Real-Life Business Use Case: An E-Commerce Company Ensuring No Customer Query Goes Unanswered During the Day**</mark>

**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

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

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.