# How to use Customer Note Created Webhook

In any customer-facing team, the most valuable information is not always what the customer says in the chat — it is what the agent notices during the conversation. A hesitation. A specific requirement. A detail the customer mentioned casually. A red flag that only an experienced agent would catch.

Most teams have one place to capture this kind of information: notes. Agents add notes to a conversation so that anyone who picks it up later has the full picture.

But here is the problem. Notes sit inside a chat. They do not travel. They do not trigger anything. They do not alert anyone. They just wait to be read — if someone remembers to look.

The **Customer Note Created Webhook** changes that. The moment any agent adds a note to a customer's conversation in DoubleTick, or when a note is created via the public API, this webhook fires and sends all the details to whatever system your business uses.

***

#### <mark style="color:$primary;">**What Is the Customer Note Created Webhook?**</mark>

In DoubleTick, agents can add internal notes to any customer conversation. These notes are not visible to the customer — they are purely for internal team communication and context-keeping.

The **Customer Note Created** webhook fires every time a new note is added to a customer's conversation — whether it is added manually by an agent through the DoubleTick interface, or created programmatically via the public API.

Think of it like a surveillance camera pointed at your notes section. The moment a note is written, the camera captures everything about that moment — who wrote it, what they wrote, which customer it was about, and when — and sends it to your system instantly.

***

#### <mark style="color:$primary;">**When Does This Webhook Trigger?**</mark>

This webhook activates in either of these two situations:

* A DoubleTick agent manually adds a note to any customer conversation
* A new note is created on a conversation through the DoubleTick public API

***

#### <mark style="color:$primary;">**Step-by-Step Setup Guide**</mark>

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#### <mark style="color:$primary;">**Step 1: Open Webhooks in DoubleTick**</mark>

1. Log in to your DoubleTick account
2. Go to **Settings**
3. Click on **Webhooks**

#### <mark style="color:$primary;">**Step 2: Create a New Webhook**</mark>

1. Click **New Webhook**
2. Give it a clear name — for example: `Customer Note Tracker`

#### <mark style="color:$primary;">**Step 3: Get Your Webhook URL**</mark>

You need a destination URL — this is where DoubleTick will send the note data every time a new note is created.

You can connect it to:

* A **CRM** like Zoho, HubSpot, or Salesforce
* An **automation tool** like Zapier, Make, or Pabbly
* A **project management tool** like Notion, Trello, or Asana
* Your own **backend system or internal dashboard**

**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

#### <mark style="color:$primary;">**Step 4: Fill in Webhook Details**</mark>

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**

#### <mark style="color:$primary;">**Step 5: Choose the Event**</mark>

1. Select **Customer Note Created** from the event list
2. Click **Create Webhook**

Your webhook is now live.

***

#### <mark style="color:$primary;">**How to Test It**</mark>

1. Open any customer conversation in DoubleTick
2. Add a note to that conversation
3. Go to **Bot Studio → Capture Response → View Response Data**

You will see all the data that was captured the moment that note was created.

***

#### <mark style="color:$primary;">**What Data Do You Receive?**</mark>

When this webhook fires, it sends the following information to your system:

| Field                 | What It Tells You                                     |
| --------------------- | ----------------------------------------------------- |
| Note Content          | The exact text of the note that was added             |
| Event                 | Confirms this is a note created event                 |
| Note ID               | A unique identifier for that specific note            |
| Timestamp             | The exact date and time the note was created          |
| WABA Number           | Which WhatsApp Business number is associated          |
| Customer Name         | The customer whose conversation the note was added to |
| Customer Phone Number | The customer's WhatsApp number                        |
| Agent Name            | The name of the agent who created the note            |
| Agent Phone Number    | The phone number of the agent who created the note    |

This gives you a complete record of every note — who wrote it, about whom, and exactly when.

***

#### <mark style="color:$primary;">**Customer Note Created Webhook – Sample Payload**</mark>

```json
{
  "note": "Shared product details and pricing with the customer",
  "event": "note-created",
  "noteId": "d4c8a2f1-9b73-4f6a-b2c1-5e8d3a7f9c20",
  "createdAt": "2026-04-01T11:20:10.456Z",
  "wabaNumber": "919845672310",
  "customerName": "Amit Patel",
  "customerPhone": "919812345678",
  "createdByAgent": "Ruchi Dalvi",
  "createdByAgentNumber": "919812345678"
}
```

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: A B2B Software Company Using Notes as a Silent Sales Signal**</mark>

**The Situation**

A B2B SaaS company sells a business automation platform to small and mid-sized businesses. Their WhatsApp team handles inbound leads, product queries, and trial support. The team has junior agents who handle the first layer of conversations and senior closers who step in when a lead is ready to make a buying decision.

The challenge is identifying the right moment to bring in a senior closer — without making the process feel rushed or handed off awkwardly to the customer.

**The Problem**

Junior agents are good at qualifying leads. During a conversation, they pick up on clear buying signals — a prospect asking about pricing tiers, requesting a custom demo, asking about onboarding timelines, or explicitly saying they are evaluating two products. These are moments that need immediate senior attention.

But the way this worked before was completely manual. The junior agent would finish the conversation, go to a WhatsApp group, tag the senior closer, type out the context, and hope they saw it in time. By then, the lead had sometimes already gone cold — or worse, signed with a competitor.

There was no structured, instant way to escalate a high-intent lead without breaking the flow of the original conversation.

**How the Customer Note Created Webhook Solves This**

The company introduces a simple internal convention: whenever a junior agent identifies a strong buying signal during a conversation, they add a note to that customer's chat using a specific format. For example: `READY TO CLOSE — Asked about annual plan pricing and onboarding support`.

The Customer Note Created webhook is connected to their CRM.

The automation checks whether the note content contains the phrase `READY TO CLOSE`. If it does, the following happens automatically:

* A high-priority lead alert is sent to the assigned senior closer on WhatsApp
* The alert includes the customer's name, phone number, and the full note written by the junior agent
* A task is created in the CRM under the senior closer's name with a follow-up deadline of two hours
* The customer's CRM record is updated with a status tag of `Hot Lead — Pending Closure`

All of this happens within seconds of the note being created — without any back-and-forth in WhatsApp groups, without manual CRM updates, and without the customer ever knowing a handoff just took place.

**What Changes for the Team**

Junior agents no longer have to interrupt their workflow to escalate a lead. They simply add a note in the format the team agreed on, and the system handles everything else.

Senior closers receive a structured, context-rich alert the moment a lead is ready — not 30 minutes later after someone remembered to send a message. They walk into the conversation knowing exactly what was discussed and what the customer is looking for.

Sales managers get a weekly report pulled from the CRM showing how many `READY TO CLOSE` notes were created, which agents flagged the most high-intent leads, and what the conversion rate looked like after senior follow-up.

**The Result**

* Lead response time at the critical decision moment drops from an average of 45 minutes to under 5 minutes
* Senior closers spend their time only on leads that are genuinely ready — no wasted calls on cold or unqualified prospects
* Junior agents feel empowered because their observations now directly drive business outcomes
* The sales team has a clean, auditable trail of every escalation — who flagged it, when, and what happened next
* The company's conversion rate on inbound WhatsApp leads improves significantly within the first month of implementation

***

#### <mark style="color:$primary;">**Summary**</mark>

The Customer Note Created Webhook turns one of the most overlooked features in DoubleTick — internal notes — into a powerful trigger for real business workflows. Whether you use it for lead escalation, customer profiling, quality audits, or team coordination, this webhook ensures that every observation an agent makes instantly becomes an action your business can take.

Set it up once, and your team's notes will never just sit there again.