How to use Conversation Closed Webhook
Trigger actions automatically the moment a conversation is marked as done
In DoubleTick, every customer conversation has a status. When a query is resolved, a sale is completed, or a support issue is handled, the conversation is marked as Done — meaning it is closed.
This can be done manually by a team member or automatically by DoubleTick's AI bot.
The moment a conversation is closed or marked as done, the Conversation Closed webhook fires — instantly notifying your connected system so the right follow-up actions can be triggered automatically.
What is the Conversation Closed Webhook?
This webhook is an automatic notification system.
Whenever a conversation in DoubleTick is marked as done — whether by a human agent, by DoubleTick's bot or by AI Agent — this webhook fires and sends the conversation details to your connected system.
It acts as a signal that says: "This conversation is over. Now do what needs to be done next."
When Does This Webhook Trigger?
This webhook triggers when:
A team member manually marks a conversation as done
DoubleTick's bot or AI agent closes a conversation after resolving a query
In short: conversation is marked as done → webhook fires.
Step-by-Step: How to Set Up This Webhook
Step 1: Go to Webhooks
Log in to DoubleTick
Go to Settings
Click on Webhooks
Step 2: Create a New Webhook
Click New Webhook
Give it a name
Example: Conversation Closed Webhook
Step 3: Add Your Webhook URL
This is the address where DoubleTick will send the data every time a conversation is closed.
You can use any of the following:
A CRM like Zoho, HubSpot, or Salesforce
An automation tool like Zapier, Pabbly, or Make
Your own backend system
Using Bot Studio for Testing
If you want to test this webhook before connecting a real system, use DoubleTick's Bot Studio. It allows you to capture and view the incoming data so you can understand exactly what is being sent.
How to get a webhook URL from Bot Studio:
Open DoubleTick in a new tab
Go to Bot Studio
Click Create New Bot
Select trigger: On Webhook
Copy the webhook URL that appears
Step 4: Fill in the Webhook Details
Go back to the Webhooks page
Paste the webhook URL you copied
Select your API Number (your WhatsApp Business number)
Click Continue
Step 5: Select the Event
Choose Conversation Closed
Click Create Webhook
Your webhook is now live and ready.
How to Test If It's Working
Step 1: Open any active conversation in DoubleTick and mark it as done.
Step 2: Go back to Bot Studio and open the same bot where you had copied the webhook URL. Click Capture Response.
Step 3: Click View Response Data — you will see the conversation details that were just captured.
What Data Will You Receive?
When the webhook fires, it sends you information such as:
Customer name
Phone number
Conversation ID
Who closed the conversation (agent name or AI bot)
Date and time it was closed
What Can You Do with This Data?
Once you receive the data, you can:
Automatically send a post-conversation feedback or review request on WhatsApp
Update the customer's status in your CRM to reflect the resolved conversation
Log the closed conversation in Google Sheets for reporting
Notify a manager or supervisor that the conversation was handled
Trigger a follow-up message after a set number of days
Real Business Example: A Customer Support Team for an E-Commerce Brand
The Situation
An e-commerce brand handles all customer support — order queries, return requests, and delivery issues — through WhatsApp on DoubleTick. Agents mark conversations as done once the issue is resolved.
The Problem Before Automation
After closing a conversation, there was no automatic way to ask the customer for feedback
Support reports had to be prepared manually by checking conversation statuses
There was no follow-up after resolution to check if the customer was satisfied
The Solution
The brand connected the Conversation Closed webhook to their automation tool.
Now, the moment a conversation is marked as done:
The customer automatically receives a WhatsApp message asking them to rate their support experience
The CRM record is updated to show the issue as resolved
A summary of the closed conversation is logged in their reporting sheet
If the same customer reopens a conversation within 24 hours, the team is alerted
The Result
Customer feedback is collected consistently without any manual effort
Support reports are generated automatically
Customer satisfaction scores improved due to timely follow-ups
The team has complete visibility into resolved and reopened conversations
Conclusion
The Conversation Closed webhook ensures that closing a conversation is never really the end — it is the beginning of the next right action. Whether that is collecting feedback, updating records, or triggering a follow-up, everything happens automatically the moment a conversation is marked as done.
No manual follow-ups. No missed feedback. No outdated records.
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