Calling Overview

DoubleTick's calling APIs place and take voice calls with your customers, on WhatsApp or on a phone line (PSTN). Pick the API by who talks to the customer: a team member or an AI agent.

Which API Do I Use?

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Incoming calls

Incoming WhatsApp calls are answered through the People Call API (VOIP): keep the team member reachable with Stay Reachable and See Calls, then Answer a Call. Incoming phone (PSTN) calls are answered on the team member's phone.

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After the Call

• Get a Call (GET /v1/call/{callId}) is the one read for every call: AI calls and team-member calls, on PSTN and WhatsApp. It returns the status, parties, timings, a downloadable recording link, the transcript, the disposition and the AI summary.
• Call webhooks tell you when a call starts, is answered and ends. The fields in the call object have the same names and values as the call webhooks, so one parser works for both. See Call Webhooks and PSTN Call Webhooks.

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Before Your First Call

See Call Setup:

• Calling license: a WhatsApp call needs your organization's WhatsApp calling licence or add-on. A PSTN call needs PSTN calling enabled for your organization.
• Number mapping: link each PSTN number to a WhatsApp number, and choose who answers its incoming calls, with Update PSTN Number Mappings.

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The Basics

• Base URL: https://public.doubletick.io
• Authentication: your DoubleTick API key in the Authorization header, as it is, with no Bearer in front.
• Phone numbers take the country code, with or without a leading +.

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NOTE

If you do not have your DoubleTick API Key, you can obtain it by following this guide link.

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Legacy Calling APIs

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Deprecated

The /whatsapp/call/* routes and Initiate Agent Call (POST /v1/call/agent) are deprecated. They continue to work for customers who have already integrated them, but no new integrations are allowed. For a new integration, use the People Call API; its overview has a table mapping each old route to its new route. For a phone call that rings the team member's phone, use Call a Customer with channel: PSTN, mode: DIRECT.