# How to use Outgoing Call Initiated Webhook

Your sales agent opens DoubleTick, finds a lead they need to follow up with, and initiates a WhatsApp call. The call happens. The conversation goes well. But when the sales manager opens the CRM an hour later, there is no record of that call. The lead's profile shows the last chat from three days ago with no indication that an agent called them this morning.

This is a gap that affects almost every business where agents make outbound calls through WhatsApp. The calls happen, but the activity never makes it into the system where decisions are made. Managers have no visibility into who their agents are calling, when they are calling, and how frequently outreach is happening.

The **Outgoing Call Initiated Webhook** closes this gap permanently. The moment any agent initiates an outgoing call from DoubleTick, this webhook fires and sends all the call details — including which agent made the call — to your connected system instantly.

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#### <mark style="color:$primary;">**What Is the Outgoing Call Initiated Webhook?**</mark>

In DoubleTick, agents can initiate outgoing WhatsApp calls to customers directly from the platform. The moment an agent clicks to make that call, the **Outgoing Call Initiated** webhook fires.

This webhook captures the event at the very start of the call — the moment it is initiated — not when it is answered or ended. This means the data reaches your connected system immediately, giving you a real-time log of every outbound call attempt your team makes.

Think of it like an automatic outbound call register. Every time an agent calls a customer, an entry is created in your system right away — with the customer's details, the agent's details, the date and time, and a unique call ID — without anyone having to log anything manually.

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

This webhook activates when:

* Any agent initiates an outgoing WhatsApp call to a customer from DoubleTick

It fires at the moment the call is initiated — regardless of whether the call is answered, missed, or rejected by the customer.

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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: `Outgoing Call Log`

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

You need a destination URL — this is where DoubleTick will send the call data every time an agent initiates an outgoing call.

You can connect it to:

* A **CRM** like Zoho, HubSpot, or Salesforce
* An **automation tool** like Zapier or Pabbly to route the data into your CRM
* Your own **backend or internal logging 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 **Outgoing Call Initiated** from the event list
2. Click **Create Webhook**

Your webhook is now live and logging every outgoing call the moment it is made.

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

1. From DoubleTick, initiate an outgoing WhatsApp call to any customer number
2. Go to **Bot Studio → Capture Response → View Response Data**

You will see all the data captured at the exact moment that call was initiated.

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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                                        |
| --------------------- | -------------------------------------------------------- |
| Event                 | "CALL\_OUTGOING\_INITIATED" — confirms the type of event |
| Call ID               | A unique identifier for this specific call session       |
| Chat ID               | The ID of the chat thread this call is linked to         |
| Device ID             | The device from which the call was initiated             |
| Picked By             | The phone number of the agent who made the call          |
| Call Status           | The current status of the call at initiation             |
| Customer ID           | The unique identifier of the customer in DoubleTick      |
| WABA Number           | Which WhatsApp Business number was used to make the call |
| Customer Name         | The name saved for this customer in DoubleTick           |
| Call Direction        | "outgoing" — confirms this is an outbound call           |
| Customer Phone Number | The customer's WhatsApp number who was called            |

The **`Picked By`** field is particularly valuable — it tells you exactly which **agent initiated the call**, allowing you to track individual agent outreach activity alongside the customer's call history.

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: An EdTech Company Tracking Agent Outreach Activity and Lead Follow-Up in Their CRM**</mark>

**The Situation**

An EdTech company sells online courses to working professionals. Their admissions team of 15 agents uses DoubleTick to manage all communication with prospective students. Leads come in through various sources — website forms, Instagram ads, and WhatsApp campaigns. Each lead is assigned to a specific admissions agent who is responsible for following up, answering questions about the courses, and eventually converting them into enrolled students.

The company uses a CRM to track every lead's journey from first contact to enrollment. The management team relies on the CRM to monitor agent performance, lead activity, and conversion rates.

**The Problem**

Agents were making outgoing calls to leads every day through DoubleTick — follow-up calls, course counselling calls, deadline reminder calls — but none of this call activity was being logged in the CRM. The CRM showed chat messages and template sends, but every call an agent made was invisible.

This created two significant problems.

First, managers had no visibility into how many calls each agent was making. Some agents were making 30 calls a day while others were making 5, but the CRM showed no difference between their activity levels. Performance reviews were based on incomplete data.

Second, when a lead went cold and a senior counsellor took over, they had no way to know how many times the previous agent had already called that lead. They would sometimes call a lead who had already received 10 unanswered calls and was clearly not interested — wasting time and potentially damaging the brand's reputation by appearing pushy.

**How the Outgoing Call Initiated Webhook Solves This**

The company connects this webhook directly to their CRM.

The moment any agent initiates an outgoing call from DoubleTick, the webhook fires and the CRM automatically creates a new call activity entry in that lead's record. The entry captures the customer's name and phone number, the agent's phone number under the Picked By field, the date and time the call was initiated, and a unique call ID.

Over time, every lead's CRM record builds a complete timeline of every outgoing call made to them — which agent called, on what date, and at what time.

Sales managers now have a live view of agent call activity. By filtering the CRM by agent phone number from the Picked By field, they can see exactly how many outgoing calls each agent has made that day, that week, or that month.

When a senior counsellor takes over a lead, they open the CRM record and immediately see the full outgoing call history — how many times the lead was called, by which agent, and over what period. They can make an informed decision about whether to call again or to try a different approach entirely.

**The Result**

* Every outgoing call made by every agent is automatically logged in the CRM with zero manual effort
* Managers have accurate, real-time visibility into each agent's outreach activity
* Performance reviews are based on complete call data, not just chat and template activity
* Senior counsellors always know the full call history of a lead before reaching out
* Leads are never over-called because the CRM makes call frequency immediately visible
* The company builds a reliable, long-term database of all outbound call activity that can be used for performance analysis, lead scoring, and process improvement

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

The Outgoing Call Initiated Webhook brings your agents' outbound call activity into your CRM automatically and in real time. Every call an agent makes is logged the moment it begins — with the agent's identity, the customer's details, and an exact timestamp. Over time, this builds a complete and accurate picture of your team's outreach effort and your customers' communication history, without anyone on the team having to manually record a single call.

Set it up once, and your outbound call activity logs itself.