# How to use Customer Custom Field Updated Webhook #### **What Are Custom Fields?** In DoubleTick, every customer has a profile. Along with basic information like their name and phone number, you can store additional details that are relevant to your business. These are called **custom fields**. For example, a business might use custom fields to track: * Subscription plan * City or location * Order status * Last purchase date * Preferred language * Date of birth You decide what information matters to your business, and DoubleTick stores it against each customer's profile. Custom fields are fully flexible — they can hold text, numbers, dates, or list values depending on what you need. *** #### **What Is the Customer Custom Field Updated Webhook?** The **Customer Custom Field Updated** webhook fires every time a custom field value in a customer's profile is changed in DoubleTick. Whether the update is made manually by a team member or triggered automatically through a bot or workflow, the webhook captures the change and sends the details to your connected system the moment it happens. Think of it like a live sync signal. The moment a customer's profile is updated in DoubleTick, every other system your business uses gets notified automatically — so no tool is ever working with outdated information. *** #### **When Does This Webhook Trigger?** This webhook activates when: * A custom field value in a customer's profile is updated or changed * A previously empty custom field is filled in for the first time * An existing custom field value is replaced with a new one *** #### **Step-by-Step Setup Guide**
#### **Step 1: Open Webhooks in DoubleTick** 1. Log in to your DoubleTick account 2. Go to **Settings** 3. Click on **Webhooks** #### **Step 2: Create a New Webhook** 1. Click **New Webhook** 2. Give it a clear name — for example: `Customer Profile Update Tracker` #### **Step 3: Get Your Webhook URL** You need a destination URL — this is where DoubleTick will send the update data every time a custom field is changed. You can connect it to: * A **CRM** like Zoho, HubSpot, or Salesforce * An **automation tool** like Zapier or Pabbly * A **spreadsheet** like Google Sheets * Your own **backend or internal system** **For testing purposes**, you can use DoubleTick's **Bot Studio** to capture and preview the data first: 1. Open a new tab and go to **Bot Studio** 2. Click **Create New Bot** 3. Set the trigger to **On Webhook** 4. **Copy the webhook URL** that appears #### **Step 4: Fill in Webhook Details** 1. Go back to the **Webhooks** page 2. Paste the webhook URL 3. Select your **API Number** (your WABA/WhatsApp Business number) 4. Click **Continue** #### **Step 5: Choose the Event** 1. Select **Customer Custom Field Updated** from the event list 2. Click **Create Webhook** Your webhook is now live. *** #### **How to Test It** 1. Open any customer profile in DoubleTick 2. Update any custom field value and save it 3. Go to **Bot Studio → Capture Response → View Response Data** You will see all the update details captured at the exact moment the field was changed. *** #### **What Data Do You Receive?** When this webhook fires, it sends the following information to your system: | Field | What It Tells You | | --------------------- | ---------------------------------------------------------------------------- | | name | The name of the custom field that was updated | | value | The new value assigned to the custom field | | changedAt | When the update happened (timestamp in ISO format) | | customerId | Which customer this update belongs to | | customFieldId | The unique ID of the custom field | | customerPhone | The customer’s WhatsApp phone number | | nameOnWhatsapp | The customer’s display name on WhatsApp | | customFieldType | The type of custom field (e.g., text, number, date) | | customFieldEventType | The type of event (e.g., ATTRIBUTE\_UPDATE means the field was updated) | | customFieldUniqueName | The system-defined unique name of the custom field (used internally/in APIs) | The **Custom Field Name** and **New Value** fields together tell you exactly what changed and what it changed to — giving your connected system everything it needs to update itself accordingly. *** #### **Sample Payload** {% code expandable="true" %} ```json { "name": "Hriddhisha", "value": "Bangalore", "changedAt": "2026-04-06T10:44:37.307Z", "customerId": "customer_fJbatJRQ8N", "customFieldId": "cf_qD7fRzs001", "customerPhone": "918291504886", "nameOnWhatsapp": "Hriddhisha Halder", "customFieldType": "text", "customFieldEventType": "ATTRIBUTE_UPDATE", "customFieldUniqueName": "university_city" } ``` {% endcode %} *** #### **Real-Life Business Use Case: A SaaS Company Automatically Syncing Plan Changes to Their CRM and Triggering the Right Follow-Up** **The Situation** A SaaS company sells three tiers of their software — Starter, Growth, and Enterprise. Each customer's current plan is stored as a custom field in DoubleTick. When a customer upgrades or downgrades, the sales or support agent updates this field in DoubleTick to reflect the change. **The Problem** Every time a plan change was made in DoubleTick, the same change had to be manually replicated in the CRM, communicated to the billing team, and used as a trigger to send the customer a relevant follow-up message. In practice, this chain of manual steps was slow and inconsistent. Customers who had just upgraded to the Enterprise plan were sometimes receiving messaging that referenced their old Starter plan — because the CRM had not been updated yet. Billing was occasionally processing the wrong plan tier because no one had notified them in time. And the personalised onboarding message that should go to every new Enterprise customer was sometimes delayed by a day or more because the trigger was manual. **How the Customer Custom Field Updated Webhook Solves This** The company connects this webhook directly to their CRM. The moment an agent updates a customer's plan field in DoubleTick, the webhook fires and the CRM is automatically updated with the new plan value. Simultaneously, the billing team receives a notification with the customer's name, phone number, and the new plan they have moved to. And a personalised WhatsApp message is automatically sent to the customer acknowledging their plan change and welcoming them to the new tier — within seconds of the field being updated. Because the webhook captures the exact field name and new value, the system always knows which plan the customer moved to and can trigger the correct workflow for that specific tier — a different onboarding sequence for Enterprise than for Growth, for example. **The Result** * The CRM always reflects the customer's current plan — updated automatically the moment any change is made in DoubleTick * Billing is notified instantly when a plan changes, eliminating processing errors caused by delayed manual communication * Customers receive a timely, personalised acknowledgement of their plan change — improving the upgrade experience * Agents make a single update in DoubleTick and the rest happens automatically — no manual follow-through required across multiple tools * The company eliminates the risk of sending the wrong messaging to customers based on outdated plan information *** #### **Summary** The Customer Custom Field Updated Webhook ensures that every change made to a customer's profile in DoubleTick is immediately reflected across all the systems your business depends on. The moment a field is updated — whether it is a plan tier, a location, an order status, or any other detail — your CRM, billing system, and communication workflows are all updated automatically. No manual syncing, no outdated records, and no missed follow-up actions. Set it up once, and your customer data stays accurate everywhere — the moment it changes anywhere.