How to use Conversation Closed Webhook

Trigger actions automatically the moment a conversation is marked as done

A customer support agent resolves a query and marks the conversation as done in DoubleTick. That should be the end of one thing and the beginning of another — a feedback request, a CRM update, a performance log, a follow-up sequence. But none of that happens automatically. Someone has to remember to do it manually. And in a busy support team, that manual step is the first thing that gets skipped.

The Conversation Closed Webhook ensures that closing a conversation in DoubleTick is never just an ending — it is an automatic trigger for whatever needs to happen next.

The moment any conversation is marked as done — by a team member, a bot, or an AI agent — this webhook fires and sends the conversation details to your connected system instantly.

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What Is the Conversation Closed Webhook?

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.

The Conversation Closed webhook fires the moment this happens. It acts as a signal to your connected systems that says: this conversation is over — now do what needs to happen next.

Think of it like the final step in a checklist that automatically kicks off everything that follows — without anyone having to remember to do it.

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When Does This Webhook Trigger?

This webhook activates when:

• A team member manually marks a conversation as done in DoubleTick

• DoubleTick's bot or AI agent closes a conversation after resolving a query

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Step-by-Step Setup Guide

Step 1: Open Webhooks in DoubleTick

1. Log in to your DoubleTick account

2. Go to Settings

3. Click on Webhooks

Step 2: Create a New Webhook

1. Click New Webhook

2. Give it a clear name — for example: Conversation Closed Tracker

Step 3: Get Your Webhook URL

You need a destination URL — this is where DoubleTick will send the data every time a conversation is closed.

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

Step 4: Fill in Webhook Details

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

Step 5: Choose the Event

1. Select Conversation Closed from the event list

2. Click Create Webhook

Your webhook is now live.

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How to Test It

1. Open any active conversation in DoubleTick and mark it as done

2. Go to Bot Studio → Capture Response → View Response Data

You will see all the conversation details captured at the exact moment it was closed.

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What Data Do You Receive?

When this webhook fires, it sends the following information to your system:

Field	What It Tells You
To	Your WhatsApp Business number that received the conversation
From	The customer's WhatsApp number
Customer Name	The name saved for this customer in DoubleTick
Customer Phone	The customer's WhatsApp number
Close Conversation	Confirms the conversation was marked as done — will always be true for this webhook

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Sample Payload:

{
  "to": "919321721251",
  "from": "919372139459",
  "customerName": "ruchi dalvi",
  "customerPhone": "919372139459",
  "closeConversation": true
}

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Real-Life Business Use Case: A Home Appliance Brand Automatically Collecting Customer Feedback After Every Support Conversation

The Situation

A home appliance brand handles all after-sales support through WhatsApp on DoubleTick. Once an agent resolves a customer's issue, they mark the conversation as done. The management team wants to collect feedback after every resolved conversation to evaluate agent performance and spot recurring product issues.

The Problem

Sending a feedback message after closing a conversation was supposed to be done manually by agents. In practice, it was skipped more often than not. The result was patchy, unreliable feedback data that the management team could not use meaningfully. On top of this, closed conversations were not being updated in the CRM — tickets remained open in the system even after they had been resolved, causing confusion when customers called back.

How the Conversation Closed Webhook Solves This

The brand connects this webhook to their CRM and Bot Studio.

The moment a conversation is marked as done, two things happen automatically. The CRM record is updated to show the conversation as resolved with the closing timestamp and agent name. Simultaneously, the customer receives a WhatsApp message asking them to rate their support experience. Every closed conversation triggers this — no agent action required.

Feedback responses are logged automatically in a Google Sheet, giving the management team a consistent, complete dataset for the first time.

The Result

• Every resolved conversation generates a feedback request automatically — no manual effort from agents

• The CRM always reflects the current resolution status of every conversation in real time

• Management has reliable feedback data to evaluate agent performance and identify product issues

• Agents have one job when finishing a conversation — mark it as done — and everything else takes care of itself

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Summary

The Conversation Closed Webhook turns the act of closing a conversation into an automatic trigger for everything that should follow — feedback collection, CRM updates, and follow-up sequences. Set it up once, and every closed conversation automatically sets the next right thing in motion.