Connect DoubleTick (keep your team's WhatsApp number)
DoubleTick is a shared WhatsApp inbox many teams use. If your business number already lives in DoubleTick, you don't need a new number: connect it, and a Voxido agent answers new leads on it while your team keeps working in DoubleTick.
Find it: Sidebar → Integrations → Apps → System → DoubleTick → ConnectWho can use it: Owners and Admins
Should I use DoubleTick or a new number?
| If you… | Choose |
|---|---|
| Already run your WhatsApp number in DoubleTick and your team won't move | DoubleTick |
| Are starting fresh, or want the agent to also take phone calls on the same number | A Voxido number. See Connect WhatsApp to a number. |
A DoubleTick number is WhatsApp-only. It can't place calls, so campaign call steps can't dial from it.
Before you start
- Pick the right workspace at the top of the app. Each workspace connects its own number.
- In DoubleTick, go to Settings → Developer Documentation and create an API key.
Connect
- Go to Integrations → Apps → System and click Connect on DoubleTick. You'll see: Connect DoubleTick — "Paste an API key from DoubleTick → Settings → Developer Documentation."
- Paste the key into API key and click Continue. Voxido checks the key before saving anything.
- Choose:
- WhatsApp number — the DoubleTick number this workspace handles.
- Property this workspace handles — the branch or property for this workspace.
- Hand chats to — the DoubleTick teammate who gets chats the agent hands over, or Don't assign in DoubleTick.
- Click Connect. You'll see: "DoubleTick connected — N templates imported. Attach an agent to the number in the agent's Triggers when you're ready." Your DoubleTick WhatsApp templates are now available in Voxido.
- Attach an agent: Sidebar → Agents → open the agent → Triggers, and add When a customer messages on WhatsApp for this number. See Inbound WhatsApp and voice triggers.
The connected card
The card shows "Connected · (name) · (number)", the property, the template count, who chats are handed to, and the last activity. Buttons:
| Button | Use it to |
|---|---|
| Settings | Change how chats are routed (below) |
| Reconnect | Paste a new API key |
| Sync templates | Pull in templates you added in DoubleTick |
| Disconnect | Stop Voxido answering on this number |
Webhooks
The Webhooks panel shows whether DoubleTick is sending new messages to Voxido: Active, Missing in DoubleTick or Unknown. Click Re-register if it's missing. If Other webhooks on this number lists another tool, make sure it doesn't also auto-reply to new leads.
Settings: one number, several properties
Open Settings to set up DoubleTick settings:
- Words that mean this property and Templates that mean this property — help the agent tell which branch a chat is about.
- DoubleTick tag for this property, and Other properties on this number (Add property).
- When the property isn't clear — The agent asks the guest, or Leave it to the DoubleTick team.
- Hand chats to, Tags the agent may add or remove, and Custom fields the agent may fill.
Click Save.
Give the agent its DoubleTick tools
The connector adds tools such as Send to the right property, Assign to a teammate, Tag the chat, Save booking details and Add an internal note. Turn them on per agent in Sidebar → Agents → open the agent → Skills (under Contacts and People), then click Save.
Disconnect
Click Disconnect and confirm. Voxido stops answering on this number and removes its webhooks from DoubleTick. The number's leads go back to your DoubleTick team, and conversations stay in your Voxido inbox.
Common problems
"DoubleTick rejected this API key". Create a new key in DoubleTick → Settings → Developer Documentation, then click Reconnect.
"This number is already connected in the … workspace." A number can only be connected in one workspace. Disconnect it there first.
The card says "DoubleTick rejected the saved API key". The key was removed in DoubleTick. Click Reconnect with a new key so the agent keeps replying.