# How to use Message Status Update Webhook

When you send messages from DoubleTick, especially template messages, it is important to know what happens after sending them.

Did the message/template reach the customer?\
Did the customer read it?\
Did the message/template fail?

The **Message Status Update** webhook helps you track all of this automatically.

***

#### <mark style="color:$primary;">**What is Message Status Update Webhook?**</mark>

The Message Status Update event is triggered whenever there is a change in the status of a message sent through DoubleTick.

<mark style="color:$warning;">**In simple terms:**</mark>

<mark style="color:$warning;">**Every time you send a message, this webhook keeps updating your system with the latest status of that message/template.**</mark>

***

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FiyIypFKPYZ4deS0tePl8%2Fimage.png?alt=media&#x26;token=9e7c06ef-0370-44b1-88a0-f1ccd96f8b09" alt=""><figcaption></figcaption></figure>

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

This webhook is triggered at every stage of the message lifecycle:

* When the message is **sent**
* When the message is **delivered**
* When the message is **read**
* When the message **fails** (not sent or not delivered)

This gives you complete visibility into your message performance.

***

#### <mark style="color:$primary;">**Step-by-Step Setup Guide**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FkFQsqhyIGnEPeNAjJhW8%2FUntitled%20design%20-%202026-04-01T153239.441.gif?alt=media&#x26;token=40b91a52-3fae-4238-b2ff-500e7ab5f9d1" alt=""><figcaption></figcaption></figure>

#### <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** in the top right corner
2. Give it a clear name — for example: `Message Status Webhook`

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

You need a destination URL — this is where DoubleTick will send the status data every time a message status changes.

You can connect it to:

* A **CRM** like Zoho, HubSpot, or Salesforce
* An **automation tool** like Zapier, Pabbly, or Make
* Your own **backend or server**

**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 **Message Status Update** from the event list
2. Click **Create Webhook**

Your webhook is now active.

***

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

1. Go to **New Chat** in DoubleTick
2. Enter a customer number and start the chat
3. Send a template message
4. Go to **Bot Studio → Capture Response → View Response Data**

You will now see all the webhook data captured.

***

#### <mark style="color:$primary;">**What Data Do You Receive?**</mark>

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

<table><thead><tr><th width="202">Field</th><th>What It Tells You</th></tr></thead><tbody><tr><td>To</td><td>The customer's phone number the message was sent to</td></tr><tr><td>Status</td><td>The current status of the message — Sent, Delivered, Read, or Failed</td></tr><tr><td>Message Type</td><td>Whether the message was a template or a text message</td></tr><tr><td>Template Name</td><td>The name of the template used (if applicable)</td></tr><tr><td>Message Body</td><td>The full text content of the message that was sent</td></tr><tr><td>Buttons</td><td>The button text and type included in the template (if applicable)</td></tr><tr><td>Header</td><td>The header text included in the template (if applicable)</td></tr><tr><td>Message Language</td><td>The language the template was sent in</td></tr><tr><td>Message ID</td><td>The unique identifier for this specific message</td></tr><tr><td>Template ID</td><td>The unique identifier of the template used</td></tr><tr><td>WABA Number</td><td>The WhatsApp Business number that sent the message</td></tr><tr><td>Fail Message</td><td>The reason the message failed, if the status is Failed</td></tr><tr><td>Customer Name</td><td>The name saved for this customer in DoubleTick</td></tr><tr><td>Status Timestamp</td><td>The exact date and time of the status update</td></tr></tbody></table>

***

#### <mark style="color:$primary;">**Template Status Update Webhook (Failed) – Sample Payload**</mark>&#x20;

{% code expandable="true" %}

```json
{
  "to": "919372139459",
  "sentBy": "919372139459",
  "status": "FAILED",
  "message": {
    "type": "template",
    "templateName": "ziptrip_tem",
    "templateMessage": {
      "body": {
        "text": "Hi Ruchi,\nExplore our top travel picks and choose your next destination ✈️🌍",
        "type": "text"
      },
      "header": {}
    },
    "templateLanguage": "en"
  },
  "messageId": "c3c73f21-6195-4796-bd3e-a7aebcac6aa1",
  "assignedTo": "918169704217",
  "templateId": 1928048,
  "wabaNumber": "919321721251",
  "failMessage": "contact Gupshup Team",
  "customerName": "Slvia",
  "statusTimestamp": "1970-01-21T13:03:57.000Z",
  "templateVariableValues": {
    "First name": "Ruchi"
  }
}
```

{% endcode %}

#### <mark style="color:$primary;">**Template Status Update Webhook (Sent) – Sample Payload**</mark>

{% code expandable="true" %}

```json
{
  "to": "919876123456",
  "sentBy": "919845672310",
  "status": "SENT",
  "message": {
    "type": "template",
    "templateName": "welcome_user_v1",
    "templateMessage": {
      "header": {
        "text": "Hello!",
        "type": "text"
      },
      "body": {
        "text": "Hi Ankit Sharma! Welcome to our service.\n\nLet us know how we can assist you.",
        "type": "text"
      },
      "button": [
        {
          "text": "Request Callback",
          "type": "QUICK_REPLY"
        },
        {
          "text": "Unsubscribe",
          "type": "QUICK_REPLY"
        }
      ]
    },
    "templateLanguage": "en"
  },
  "messageId": "b8c2d4e1-5f73-4a9b-8d21-6e3f7a2c9d10",
  "assignedTo": "919812345678",
  "templateId": 2045678,
  "wabaNumber": "919845672310",
  "customerName": "Ankit Sharma",
  "statusTimestamp": "2026-04-01T13:05:20.000Z",
  "templateVariableValues": {
    "first_name": "Ankit",
    "last_name": "Sharma",
    "platform": "DoubleTick"
  }
}
```

{% endcode %}

#### <mark style="color:$primary;">**Template Message Webhook (Delivered) – Sample Payload**</mark>

{% code expandable="true" %}

```json
{
  "to": "919876123456",
  "sentBy": "919845672310",
  "status": "DELIVERED",
  "message": {
    "type": "template",
    "templateName": "welcome_user_v1",
    "templateMessage": {
      "header": {
        "text": "Hello!",
        "type": "text"
      },
      "body": {
        "text": "Hi Ankit Sharma! Welcome to our service.\n\nLet us know how we can assist you.",
        "type": "text"
      },
      "button": [
        {
          "text": "Request Callback",
          "type": "QUICK_REPLY"
        },
        {
          "text": "Unsubscribe",
          "type": "QUICK_REPLY"
        }
      ]
    },
    "templateLanguage": "en"
  },
  "messageId": "d1f7a3c9-6b52-4e8d-9a21-3c7f5b2e9d40",
  "assignedTo": "919812345678",
  "templateId": 2045678,
  "wabaNumber": "919845672310",
  "customerName": "Ankit Sharma",
  "statusTimestamp": "2026-04-01T13:10:30.000Z",
  "templateVariableValues": {
    "first_name": "Ankit",
    "last_name": "Sharma",
    "platform": "DoubleTick"
  }
}
```

{% endcode %}

#### <mark style="color:$primary;">**Mapping Data in Bot Studio**</mark>

After capturing the response, you need to map key fields in the **'On Webhook'** component.

* First dropdown → Map **Customer Number**
  * Select: `To`
* Second dropdown → Map **Your Number (WABA Number)**
  * Select: `Sent By`

This ensures proper identification of sender and receiver.\
\
**Note:** The second dropdown (WABA Number) appears only in multi-number setups; for single-number accounts, it is selected by default and won’t be visible.

***

#### <mark style="color:$primary;">**What Happens After Setup?**</mark>

Once your webhook is set up:

* Every message you send will generate logs
* You will get separate entries for:
  * Sent
  * Delivered
  * Read
  * Failed

All data will be automatically stored in your connected system (Google Sheets, CRM, or any tool you choose).

***

#### <mark style="color:$primary;">**Real Business Usecase 1 : A Digital Marketing Agency**</mark>

**The Situation**

A digital marketing agency runs WhatsApp campaigns on behalf of their clients — sending promotional messages, offers, and updates to thousands of customers at a time.

**The Problem Before Automation**

* There was no way to track which messages were actually delivered or read
* Failed messages went unnoticed and were never retried
* Follow-up messages were sent to everyone, including those who had already read the original message
* Template performance reports had to be compiled manually, which took hours

**The Solution**

The agency connected the Messages status update webhook to their reporting and CRM tools.

Now, the moment a campaign message is sent:

* Delivery and read status is tracked automatically for every message
* Failed messages are identified instantly along with the reason for failure
* A live dashboard in Google Sheets updates in real time with Template performance data
* Follow-up messages are triggered only for customers who have not yet read the message
* Failed messages are automatically retried without any manual intervention

**The Result**

* Template performance is visible in real time, with no manual reporting
* Failed messages are retried instantly, ensuring nothing is missed
* Follow-ups are more targeted, reaching only the right customers at the right time
* Clients receive accurate and up-to-date campaign reports automatically

***

#### <mark style="color:$primary;">**Real Business Usecase 2: Tracking API-Based Template Messages (Enqueued Status)**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FJsFFgfJaqB4a3m6NSCJg%2Fimage.png?alt=media&#x26;token=284a2d27-112a-4da0-a4ec-a2aaae008819" alt=""><figcaption></figcaption></figure>

#### **The Situation**

A business is sending WhatsApp template messages using APIs instead of directly from the DoubleTick dashboard.

When a template is sent via API, the immediate response received is:

**“enqueued”**

This is a standard response, which only confirms that the message has been accepted for processing — but it does not confirm whether the message was actually sent, delivered, read, or failed.

#### **The Problem**

* The system only shows **enqueued** status initially
* There is no visibility into the final status of the message
* Businesses cannot confirm:
  * Whether the message was sent
  * Whether it was delivered
  * Whether it was read
  * Whether it failed

This creates a gap in tracking and reporting.

#### **The Solution**

The business uses the **Message Status Update webhook**.

Once the webhook is configured:

* Every API-triggered message is tracked beyond the “enqueued” stage
* The webhook captures the actual final status of the message

#### **What Happens After Setup**

* When a template is sent via API → status shows **enqueued**
* The webhook then updates the system with:
  * Sent
  * Delivered
  * Read
  * Failed

This provides complete visibility into the message lifecycle.

#### **Business Impact**

* Clear tracking beyond the initial “enqueued” response
* Accurate reporting of message delivery and engagement
* Better monitoring of API-based campaigns
* Ability to take action based on real message status

***

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

The Message Status Update webhook is a powerful tool for tracking and managing message performance.

It helps you:

* Monitor the full lifecycle of messages
* Track delivery, read, and failure status
* Automate reporting
* Integrate with external systems
* Improve communication efficiency