How to use Customer Custom Field Updated Webhook
Stay instantly informed every time a customer's profile data changes
In DoubleTick, every customer has a profile. Along with basic details like their name and phone number, you can also store additional information about them — such as their city, plan type, order status, assigned agent, or any other detail relevant to your business.
These additional pieces of information are called Custom Fields.
Now, whenever any of these custom field values get updated or changed for a customer, the Customer Custom Field Updated webhook fires — instantly notifying your connected system about what changed and for which customer.
This article will help you understand:
What custom fields are
What this webhook does
When it gets triggered
How to set it up step by step
What data you receive
How a real business uses it
What Are Custom Fields?
Custom fields are extra details that you add to a customer's profile beyond the basic information.
For example, a business might track:
City or location
Subscription plan
Order status
Last purchase date
Assigned sales agent
Preferred language
These fields are fully customizable — you decide what information matters to your business, and DoubleTick stores it against each customer's profile.
What is the Customer Custom Field Updated Webhook?
This webhook is an automatic notification system.
Whenever a custom field in a customer's profile is updated or modified — whether by your team manually or through an automation — DoubleTick instantly sends that update to your connected system.
This allows your business to:
Always have up-to-date customer data across all your tools
Trigger the right follow-up action based on what changed
Personalise communications based on the latest information
You do not have to manually sync data anywhere. It happens automatically the moment a change is made.
When Does This Webhook Trigger?
This webhook triggers when:
A custom field value in a customer's profile is updated
A previously empty custom field is filled in
An existing custom field value is changed to something new
In short: customer profile is updated → custom field value changes → webhook fires.
Step-by-Step: How to Set Up This Webhook
Step 1: Go to Webhooks
Log in to DoubleTick
Go to Settings
Click on Webhooks
Step 2: Create a New Webhook
Click New Webhook
Give it a name
Example: Customer Profile Update Webhook
Step 3: Add Your Webhook URL
This is the address where DoubleTick will send the update data every time a custom field is changed.
You can use any of the following:
A CRM like Zoho, HubSpot, or Salesforce
An automation tool like Zapier, Pabbly, or Make
Your own backend system
Using Bot Studio for Testing
If you want to test this webhook before connecting a real system, use DoubleTick's Bot Studio. It allows you to capture and view the incoming data so you can understand exactly what is being sent.
How to get a webhook URL from Bot Studio:
Open DoubleTick in a new tab
Go to Bot Studio
Click Create New Bot
Select trigger: On Webhook
Copy the webhook URL that appears
Step 4: Fill in the Webhook Details
Go back to the Webhooks page
Paste the webhook URL you copied
Select your API Number (your WhatsApp Business number)
Click Continue
Step 5: Select the Event
Choose Customer Custom Field Updated
Click Create Webhook
Your webhook is now live and ready.
How to Test If It's Working
Step 1: Go to any customer's profile in DoubleTick and update a custom field value.
Step 2: Go back to Bot Studio and open the same bot where you had copied the webhook URL. Click Capture Response.
Step 3: Click View Response Data — you will see the updated field details that were just captured.
What Data Will You Receive?
When the webhook fires, it sends you information such as:
Customer name
Phone number
The name of the custom field that was updated
The old value (before the change)
The new value (after the change)
Date and time of the update
This gives you complete visibility into what changed, when it changed, and for which customer.
What Can You Do with This Data?
Once you receive the update, you can:
Sync the latest customer data to your CRM automatically
Trigger a personalised WhatsApp message based on the new value
Notify the relevant team member about the change
Update records in Google Sheets in real time
Trigger the next step in a sales or support workflow
Real Business Example: A Health & Wellness Brand
The Situation
A health and wellness brand sells subscription plans through WhatsApp. They store each customer's current plan — Basic, Standard, or Premium — as a custom field in DoubleTick.
The Problem Before Automation
When a customer upgraded or downgraded their plan, the team had to manually update records across multiple tools
Follow-up messages were often sent with outdated information
There was no automatic trigger to send a welcome message for the new plan
The Solution
The brand connected the Customer Custom Field Updated webhook to their CRM and automation tool.
Now, the moment a customer's plan field is updated in DoubleTick:
The CRM record is updated instantly with the new plan
The customer automatically receives a personalised WhatsApp message welcoming them to their new plan
The billing team is notified to update the subscription
The support team sees the latest plan when the customer reaches out
The Result
Customer data is always accurate and in sync across all tools
Customers receive timely and relevant communication
The team no longer spends time manually updating records
Fewer errors and no missed follow-ups
Conclusion
The Customer Custom Field Updated webhook ensures that your business never falls behind on changes in customer data. The moment a profile is updated, your systems and your team are informed — automatically.
No manual syncing. No outdated records. No missed follow-ups.
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