> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/settings/custom-events-guide.md).

# Custom Events Guide

Understand custom events and use them to track customer actions in DoubleTick.

Let's say you run a real estate business and customers message you on WhatsApp. Your bot may be answering questions, but how do you know if it's actually helping you move customers closer to a sale?

That's where **Custom Events** come in.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FaJtRn1MCbNX5Fj7VFWiI%2Fimage.png?alt=media&amp;token=bb4daa9d-71aa-40b3-9839-222fb0eda5ba" alt=""><figcaption></figcaption></figure>

#### What is a custom event?

A **Custom Event is a name you give to an important action in a customer journey.** Think of it as a marker that tells you, "this happened."\
\
For example:

* A new customer messages you → **Lead Captured**
* A customer meets your qualification criteria → **Lead Qualified**
* A customer books a property visit → **Site Visit Booked**
* A customer actually visits → **Site Visit Done**

You can create up to **100 Custom Events** in DoubleTick. You'll find them under **Settings → Custom Events**.

#### Why use custom events?

Message counts and bot response times tell you how much your bot is being used, but they don't tell you what happens next. Custom Events help you track the actions that matter to your business. For example, you can see how many customers became qualified leads, how many booked a site visit, and how many actually showed up. This helps you identify where customers are dropping off and where you may need to improve your process.

**Example: A Real Estate Customer Journey**

A simple journey could look like this:\
**Lead Captured → Lead Qualified → Site Visit Booked → Site Visit Done**

Each event represents an important step in the customer's journey. For example, many customers may become qualified leads, but only a few may complete a site visit. That drop-off can help your sales team identify where to focus.

#### How to create a custom event

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FJttxTPmIVKPWyEMVUFhm%2FUntitled%20design%20-%202026-07-24T171126.338.gif?alt=media&amp;token=6a12a01e-5e0a-4747-9b5d-e0a99680edcc" alt=""><figcaption></figcaption></figure>

1. **Go to Settings.** Open DoubleTick and click the **Settings** icon in the left sidebar.
2. **Find Custom Events.** Search for "Custom Events" or find it in the Settings menu.
3. **Open Custom Events.** You'll see your existing events and the **Create new event** button.
4. **Click Create new event.** A panel will open asking for the event name and description.
5. **Add an event name.** Keep it short and clear, such as `Site_Visit_Booked` or `Lead_Qualified`. The name can be up to **100 characters**.
6. **Add a description.** Briefly explain what the event means. This field supports up to **1,000 characters**.
7. **Click Save event.** Your event will be added to the list along with its creation date and creator.
8. **Check the trigger count.** A new event starts at **0**. The count increases when the event is triggered in an actual customer journey.

Repeat these steps for every action you want to track.

#### How can you trigger a custom event?

Once you've created an event, you can trigger it in two ways.

1. **From Bot Studio:** Use this when the action happens during a WhatsApp conversation. For example, when a customer completes a booking through your bot, you can trigger a `demo_booked` event at that point in the flow. See [**How to Trigger Custom Events in Bot Studio**](https://learn.doubletick.io/settings/how-to-use-custom-events/how-to-use-custom-events-in-bot-studio-and-track-them-in-enterprise-analytics) for the step-by-step process.
2. **Through the Public API:** Use the Public API when the action happens outside WhatsApp.\
   For example:

* A customer signs up on your website.
* An order is placed in your CRM.
* A customer completes a payment.
* An order is marked as completed in your order management system.\
  \
  Your system can send the event to DoubleTick, and you can then use it in Funnel Analytics along with your WhatsApp data.

For API details, see the [**Fire Custom Event API documentation**](https://docs.doubletick.io/reference/fire-custom-event).

{% hint style="info" %}
**Important:** The `eventName` sent through the API must match a Custom Event already configured in your organization.
{% endhint %}

#### What Happens After an Event Is Triggered?

Once triggered, DoubleTick records the Custom Event for the relevant customer. You can then use it in **Funnel Analytics** to understand how customers move through your journey. For example: **WhatsApp conversation → Demo booked → Payment completed.** This helps you see where customers are progressing and where they're dropping off.

#### Next steps

* Learn how to use Custom Events in a bot: [**How to Trigger Custom Events in Bot Studio**](https://learn.doubletick.io/settings/how-to-use-custom-events/how-to-use-custom-events-in-bot-studio-and-track-them-in-enterprise-analytics)
* Learn how to analyze them: [**How to Track Custom Events in Enterprise Analytics**](https://learn.doubletick.io/settings/how-to-use-custom-events/how-to-use-custom-events-in-bot-studio-and-track-them-in-enterprise-analytics#view-custom-event-data-in-enterprise-analytics)


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