# How to use Conversation Closed Webhook

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

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.

***

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

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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#### <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: `Conversation Closed 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 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

#### <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 **Conversation Closed** from the event list
2. Click **Create Webhook**

Your webhook is now live.

***

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

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

***

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

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

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: A Home Appliance Brand Automatically Collecting Customer Feedback After Every Support Conversation**</mark>

**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

***

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

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.