DoubleTick

DoubleTick

This connector talks to the DoubleTick public API at https://public.doubletick.io. DoubleTick is a shared WhatsApp Business (WABA) inbox used mostly in India: several agents answer customers from one or more WhatsApp business numbers.

Setup

In the DoubleTick web app (web.doubletick.io) open Settings → Developer Documentation and click Create new key. Put the key in DOUBLETICK_API_KEY. It is sent as-is in the Authorization header, without Bearer.

The key acts as the user who created it. It sees the WhatsApp numbers, chats and templates assigned to that user. If doubletick_list_channels returns an empty channels list, no WhatsApp number is assigned to that user. Chats may still be listed, but all_waba_phone_numbers=true then finds no templates: pass the number explicitly in waba_phone_numbers, or have an admin assign the number to the user.

Start here

1. doubletick_list_channels: the connected WhatsApp numbers (wabaNumber). Almost every other call needs one of them.
2. doubletick_list_chats for the inbox, then doubletick_get_chat_messages with the WABA number and the customer number for a conversation.
3. doubletick_get_customer for a contact's name, tags, custom fields and assigned agent.

Phone numbers

Always with country code. DoubleTick accepts +919876543210 or 919876543210 on most endpoints; query parameters are safest as digits only (919876543210). Group ids look like grp_... (WhatsApp groups) or group_... (broadcast groups).

Templates and the 24-hour window

WhatsApp only allows free-form messages (doubletick_send_text_message, image, document) within 24 hours of the customer's last message. Check with doubletick_get_chat_window_status. Outside the window send an approved template with doubletick_send_template_message. doubletick_list_templates needs waba_phone_numbers (comma-separated, digits only) or all_waba_phone_numbers=true.

Errors

DoubleTick uses 422 for 'nothing found' and business-rule refusals (no templates for this filter, roles not found, agent not in the team), not only for invalid input. A 422 on doubletick_list_templates means no template matched: the numbers asked for are not assigned to the key's user, or the filters exclude everything. Pass waba_phone_numbers explicitly, use status=ALL and no language filter. doubletick_get_customer answers 404 for an unknown number; doubletick_get_customer and doubletick_list_notes answer 400 when called without a phone number (or group id for notes).

Pagination and limits

Chats use a cursor: pass paginationOptions.nextChatId and nextChatTimestamp from the previous answer. Broadcast groups page with after_group_id / after_group_name / after_date_created; notes with last_note_id / last_note_date. Rate limits are per organisation: chat messages 300 per minute, customer details 180 per minute, notes 60 per minute, message status 1 per second.

Sending

Sending costs WhatsApp conversation fees from the DoubleTick wallet (doubletick_get_wallet_balance). The send tools return a messageId; follow delivery with doubletick_get_message_status.