Call Webhooks cover two distinct but related areas: the full lifecycle of voice calls placed through your WhatsApp Business Account, and the customer's response to a call permission request.

Events Covered

Voice Call Lifecycle

Event	Description
`CALL_INCOMING_INITIATED`	Fires when an inbound call from a customer begins ringing on your WABA
`CALL_OUTGOING_INITIATED`	Fires when an agent initiates an outbound call to a customer
`CALL_ACCEPTED`	Fires when a call is answered and becomes active
`CALL_ENDED`	Fires when an active call ends
`CALL_REJECTED`	Fires when a call is rejected before being answered
`CALL_MISSED`	Fires when an inbound call goes unanswered

Agent Notification

Event	Description
`CALL_NOT_PICKED`	Fires when a specific agent is notified of a call but does not answer before their notification times out

Call Permission

Event	Description
`CALL_PERMISSION_REPLY_RECEIVED`	Fires when a customer responds to a WhatsApp call permission request

Voice Call Lifecycle Events

The six voice call lifecycle events share the same 19-field payload structure. The callStatus and callDirection fields indicate what happened during the call, and which other fields are populated.

Shared Payload Structure

Field	Type	Required	Description
`event`	string	Yes	The event type name (e.g. `"CALL_INCOMING_INITIATED"`)
`callId`	string	Yes	Unique identifier for the call
`chatMessageId`	string	Yes	Message identifier associated with the call
`chatId`	string	Yes	Conversation identifier
`wabaNumber`	string	Yes	WhatsApp Business number involved in the call
`customerNumber`	string	Yes	Customer's phone number
`customerName`	string	Yes	Customer's display name
`customerId`	string	Yes	DoubleTick customer identifier
`callDirection`	string	Yes	Direction of the call. See values below.
`callStatus`	string	Yes	Current call status. See values below.
`failedReason`	string	Yes	Reason for failure. Empty string unless `callStatus` is `FAILED`.
`durationInSeconds`	number	Yes	Call duration in seconds. `0` until the call ends.
`callStartedAt`	string	Yes	ISO 8601 timestamp when the call was picked up. Empty string until accepted.
`callEndedAt`	string	Yes	ISO 8601 timestamp when the call ended. Empty string until the call ends.
`pickedBy`	string	Yes	For `INCOMING` calls: phone number of the agent who answered. Empty string until accepted. For `OUTGOING` calls: phone number of the agent who placed the call — populated from `CALL_OUTGOING_INITIATED` onward, before the customer has answered.
`rejectedBy`	string	Yes	Phone number of the agent who rejected the call. Empty string unless the call was rejected.
`endedBy`	string	Yes	Phone number of the agent who ended the call. Empty string until the call ends.
`recordingUrl`	string	Yes	Signed URL of the call recording. Empty string if no recording — see Accessing Recording URLs.
`deviceId`	string	Yes	Opaque identifier for the device or client used during the call. Suitable for audit logging — do not rely on its format or value for routing logic

callDirection Values

Value	Description
`INCOMING`	The call was placed by the customer to the business
`OUTGOING`	The call was placed by the business to the customer

callStatus Values

Value	Description
`INITIATED`	The call is ringing and has not been answered yet
`IN_PROGRESS`	The call has been accepted and is active
`END`	The call has ended normally
`REJECT`	The call was rejected before being answered
`MISSED`	The inbound call went unanswered
`FAILED`	The call could not be established

When a call ends, callStatus is "END" — not "ENDED". When a call is rejected, callStatus is "REJECT" — not "REJECTED". Checking for "ENDED" or "REJECTED" in your code will silently fail.

Field Population by Event

Field	CALL_INCOMING_INITIATED	CALL_OUTGOING_INITIATED	CALL_ACCEPTED	CALL_ENDED	CALL_REJECTED	CALL_MISSED
`callDirection`	`INCOMING`	`OUTGOING`	Either	Either	Either	`INCOMING`
`callStatus`	`INITIATED`	`INITIATED`	`IN_PROGRESS`	`END`	`REJECT`	`MISSED`
`callStartedAt`	`""`	`""`	Populated	Populated	`""`	`""`
`callEndedAt`	`""`	`""`	`""`	Populated	Populated	Populated
`durationInSeconds`	`0`	`0`	`0`	Populated	`0`	`0`
`pickedBy`	`""`	Populated	Populated	Populated	`""`	`""`
`rejectedBy`	`""`	`""`	`""`	`""`	Populated	`""`
`endedBy`	`""`	`""`	`""`	Populated	`""`	`""`
`recordingUrl`	`""`	`""`	`""`	Conditional	`""`	`""`
`failedReason`	`""`	`""`	`""`	`""`	`""`	`""`

failedReason is non-empty only when callStatus is FAILED. recordingUrl is non-empty on CALL_ENDED only when call recording is enabled for the integration.

pickedBy means something different depending on callDirection. For INCOMING calls, it is populated only once the call is answered (callStatus reaches IN_PROGRESS) — it identifies who picked up. For OUTGOING calls, it is populated as soon as the call is placed (callStatus is still INITIATED) — it identifies the agent who initiated the call, not who answered it, since the customer is the one answering. Do not treat a populated pickedBy as proof that an outgoing call was answered — check callStatus for that.

Accessing Recording URLs

recordingUrl is a signed URL — it cannot be accessed without authentication.

To fetch a recording, append your DoubleTick developer API key as a token query parameter:

GET {recordingUrl}?token=<your_api_key>

Example:

GET https://recordings.doubletick.io/call_01HX9abc123.mp3?token=dt_live_abc123xyz

Treat the token parameter like a credential. Do not expose it in client-side code, browser-accessible URLs, or plain-text logs.

Incoming Call Initiated

Event type: CALL_INCOMING_INITIATED

Fires when an inbound call from a customer begins ringing on your WhatsApp Business Account.

Sample Payload

{
  "event": "CALL_INCOMING_INITIATED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "INITIATED",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "",
  "pickedBy": "",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Outgoing Call Initiated

Event type: CALL_OUTGOING_INITIATED

Fires when an agent initiates an outbound call to a customer.

Sample Payload

{
  "event": "CALL_OUTGOING_INITIATED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "chat_abc123",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "OUTGOING",
  "callStatus": "INITIATED",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Call Accepted

Event type: CALL_ACCEPTED

Fires when a call is answered and becomes active. callStartedAt and pickedBy are populated at this point.

Sample Payload — Incoming Call Accepted by Agent

{
  "event": "CALL_ACCEPTED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "chat_abc123",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "IN_PROGRESS",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "2026-01-15T10:30:00.000Z",
  "callEndedAt": "",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Sample Payload — Outgoing Call Accepted by Customer

{
  "event": "CALL_ACCEPTED",
  "callId": "call_01HX9def456",
  "chatMessageId": "msg_01HX9def456",
  "chatId": "chat_def456",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "OUTGOING",
  "callStatus": "IN_PROGRESS",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "2026-01-15T11:00:00.000Z",
  "callEndedAt": "",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Call Ended

Event type: CALL_ENDED

Fires when an active call ends. callEndedAt, durationInSeconds, and endedBy are populated. A recording URL may be included if call recording is enabled.

Sample Payload — Incoming Call Ended by Agent (with recording)

{
  "event": "CALL_ENDED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "chat_abc123",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "END",
  "failedReason": "",
  "durationInSeconds": 145,
  "callStartedAt": "2026-01-15T10:30:00.000Z",
  "callEndedAt": "2026-01-15T10:32:25.000Z",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "James Smith",
  "recordingUrl": "https://recordings.example.com/call_01HX9abc123.mp3",
  "deviceId": "device_abc123"
}

Sample Payload — Outgoing Call Ended by Customer (no recording)

{
  "event": "CALL_ENDED",
  "callId": "call_01HX9def456",
  "chatMessageId": "msg_01HX9def456",
  "chatId": "chat_def456",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "OUTGOING",
  "callStatus": "END",
  "failedReason": "",
  "durationInSeconds": 87,
  "callStartedAt": "2026-01-15T11:00:00.000Z",
  "callEndedAt": "2026-01-15T11:01:27.000Z",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "Rohan Mehta",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Sample Payload — Outgoing Call Ended by Agent Before Customer Answers

{
  "event": "CALL_ENDED",
  "callId": "call_01HX9ghi789",
  "chatMessageId": "msg_01HX9ghi789",
  "chatId": "chat_ghi789",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "OUTGOING",
  "callStatus": "END",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "2026-01-15T11:05:30.000Z",
  "pickedBy": "James Smith",
  "rejectedBy": "",
  "endedBy": "James Smith",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Call Rejected

Event type: CALL_REJECTED

Fires when a call is rejected before being answered. rejectedBy identifies who rejected the call.

Sample Payload

{
  "event": "CALL_REJECTED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "chat_abc123",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "REJECT",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "2026-01-15T10:30:25.000Z",
  "pickedBy": "",
  "rejectedBy": "James Smith",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Call Missed

Event type: CALL_MISSED

Fires when an inbound call terminates with no one having answered. In addition to the standard 19 call fields, this event includes two extra fields — isNewCaller and isChatAssigned — that capture the customer and conversation state at the time the call was missed.

Sample Payload

{
  "event": "CALL_MISSED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "chat_abc123",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "MISSED",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "2026-01-15T10:33:10.000Z",
  "pickedBy": "",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123",
  "isNewCaller": false,
  "isChatAssigned": false
}

Additional Fields (CALL_MISSED only)

Field	Type	Required	Description
`isNewCaller`	boolean	No	`true` if this customer has no prior message history with the WABA
`isChatAssigned`	boolean	No	`true` if the conversation was assigned to an agent at call time

Call Not Picked

Event type: CALL_NOT_PICKED

Fires when an agent is notified of an incoming call but does not answer within their notification timeout window.

DoubleTick can route incoming calls using a cascading notification sequence — ringing agents one by one (or in groups) with a configurable timeout per step. CALL_NOT_PICKED fires for each agent who is skipped in this sequence. The call itself remains active and ringing for the next agent when this event fires.

Trigger Conditions

The event is emitted when:

An incoming call is being distributed using cascading agent notifications.
A specific agent is notified to answer the call.
The agent does not answer within their configured notification timeout.
The system moves on to notify the next agent in the sequence.

It is not emitted when the call terminates — see CALL_MISSED for the end-of-call event when no one answers.

Payload

CALL_NOT_PICKED uses the same 19-field lifecycle payload structure as all other voice call events.

At the time this event fires:

callStatus is INITIATED — the call is still ringing.
callStartedAt, pickedBy, rejectedBy, endedBy, and recordingUrl are all empty strings — no one has answered or ended the call yet.

Sample Payload

{
  "event": "CALL_NOT_PICKED",
  "callId": "call_01HX9abc123",
  "chatMessageId": "msg_01HX9abc123",
  "chatId": "",
  "wabaNumber": "919000000000",
  "customerNumber": "919876543210",
  "customerName": "Rohan Mehta",
  "customerId": "customer_pvgpZUh3wg",
  "callDirection": "INCOMING",
  "callStatus": "INITIATED",
  "failedReason": "",
  "durationInSeconds": 0,
  "callStartedAt": "",
  "callEndedAt": "",
  "pickedBy": "",
  "rejectedBy": "",
  "endedBy": "",
  "recordingUrl": "",
  "deviceId": "device_abc123"
}

Notes

A single incoming call may generate multiple CALL_NOT_PICKED events — one for each agent who times out in the cascading sequence.
The agent who timed out is not included in this payload. CALL_NOT_PICKED only signals that the call progressed past one agent in the queue — it does not identify who was skipped.
The call is still active when this event fires. If the call ends with no one answering, a CALL_MISSED event follows once the call terminates.
Correlate CALL_NOT_PICKED events to each other and to CALL_MISSED using callId.

Call Permission Reply Received

Event type: CALL_PERMISSION_REPLY_RECEIVED

Fires when a customer responds to a WhatsApp call permission request sent by your business.

Before an agent can place a WhatsApp voice call to a customer, WhatsApp may require the customer's explicit consent. DoubleTick sends the permission request on your behalf, and this event delivers the customer's response — accepted or declined — so your system can act accordingly.

Trigger Conditions

The event is emitted when:

Your business has sent a call permission request to a customer via WhatsApp.
The customer taps Accept or Decline in their WhatsApp app.

This event is generated for Cloud API integrations only. It is not emitted for Gupshup or 360-Dialog integrations.

Sample Payload

Customer Accepts

{
  "from": "+919876543210",
  "to": "+919000000000",
  "receivedAt": "2026-01-15T10:30:00.000Z",
  "messageId": "wa_message_id",
  "pairedMessageId": "wa_message_id",
  "response": "accept",
  "responseSource": "user_initiated",
  "expirationTimestamp": 1768470600,
  "isPermanent": false,
  "dtCustomerId": "customer_pvgpZUh3wg"
}

Customer Declines

{
  "from": "+919876543210",
  "to": "+919000000000",
  "receivedAt": "2026-01-15T10:30:00.000Z",
  "messageId": "wa_message_id",
  "pairedMessageId": "wa_message_id",
  "response": "reject",
  "responseSource": "user_initiated"
}

Field Reference

Field	Type	Required	Description
`from`	string	Yes	Customer's WhatsApp phone number
`to`	string	Yes	WhatsApp Business number that sent the permission request
`receivedAt`	string	Yes	ISO 8601 timestamp of when the response was received
`messageId`	string	Yes	WhatsApp message ID of the customer's response message
`pairedMessageId`	string	No	WhatsApp message ID of the original permission request sent to the customer
`response`	string	Yes	Customer's decision. See response values below.
`responseSource`	string	Yes	Origin of the response as reported by Meta.
`expirationTimestamp`	number	No	Unix timestamp (in seconds) indicating when the granted permission expires
`isPermanent`	boolean	No	Whether the customer granted permanent permission, without an expiration
`dtCustomerId`	string	No	DoubleTick customer identifier, if the customer record was resolved

Response Values

Value	Description
`accept`	The customer accepted the call permission request
`reject`	The customer declined the call permission request

Conditional Fields

Field	Condition
`pairedMessageId`	Present when the customer's response includes a message context linking it to the original request
`expirationTimestamp`	Present when the granted permission has a defined expiry time
`isPermanent`	Present when Meta explicitly includes this flag in the response
`dtCustomerId`	Present when the customer record can be resolved. Absent if not linked.

Notes

expirationTimestamp and isPermanent are mutually informative — a permanent permission has no expiration timestamp.
pairedMessageId can be used to correlate this response to the original permission request your system sent.
Only check response to determine whether to proceed with placing a call.

Best Practices

Use callId to correlate voice call lifecycle events for the same call — a single call will produce multiple events (CALL_INCOMING_INITIATED → CALL_ACCEPTED → CALL_ENDED) all sharing the same callId.
Always check callDirection alongside the event type when determining whether a call was customer-initiated or agent-initiated.
Treat recordingUrl as conditional — always check for an empty string before attempting to fetch or display a recording. When non-empty, append your developer API key as ?token=<your_api_key> to authenticate the request.
pickedBy, rejectedBy, and endedBy contain the agent's phone number, not a stable identifier. Phone numbers can change when an agent updates their profile. Do not use these fields for programmatic matching or routing logic — they are intended for display and audit purposes only.
For CALL_PERMISSION_REPLY_RECEIVED, only proceed with placing a call if response is "accept". A "reject" response means the customer has declined.
Do not rely on responseSource for automated logic — it is intended for display and audit purposes.

Events Covered