How to use Message Status Update Webhook

Track every message you send — including sent, delivered, read, and failed status

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.

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What is Message Status Update Webhook?

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

In simple terms:

Every time you send a message, this webhook keeps updating your system with the latest status of that message/template.

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When Does This Webhook Trigger?

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.

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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 in the top right corner

2. Give it a clear name — for example: Message Status Webhook

Step 3: Get Your Webhook URL

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

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 Message Status Update from the event list

2. Click Create Webhook

Your webhook is now active.

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How to Test It

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.

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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	The customer's phone number the message was sent to
Status	The current status of the message — Sent, Delivered, Read, or Failed
Message Type	Whether the message was a template or a text message
Template Name	The name of the template used (if applicable)
Message Body	The full text content of the message that was sent
Buttons	The button text and type included in the template (if applicable)
Header	The header text included in the template (if applicable)
Message Language	The language the template was sent in
Message ID	The unique identifier for this specific message
Template ID	The unique identifier of the template used
WABA Number	The WhatsApp Business number that sent the message
Fail Message	The reason the message failed, if the status is Failed
Customer Name	The name saved for this customer in DoubleTick
Status Timestamp	The exact date and time of the status update

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Template Status Update Webhook (Failed) – Sample Payload

{
  "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"
  }
}

Template Status Update Webhook (Sent) – Sample Payload

{
  "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"
  }
}

Template Message Webhook (Delivered) – Sample Payload

{
  "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"
  }
}

Mapping Data in Bot Studio

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.

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What Happens After Setup?

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).

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Real Business Usecase 1 : A Digital Marketing Agency

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

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Real Business Usecase 2: Tracking API-Based Template Messages (Enqueued Status)

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

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Conclusion

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