How to use Customer Note Updated Webhook
Track Every Edit to an Internal Note and Keep Your Customer Records Accurate in Real Time
Internal notes are only as useful as their accuracy. An agent adds a note to a customer's conversation — it says the customer is interested in the basic plan. Two days later, the same agent speaks to the customer again and learns they actually want the enterprise plan. The agent edits the note to reflect this.
But here is the problem. That update happened inside DoubleTick. Nothing outside of DoubleTick knows about it. The CRM still shows the old information. The sales manager is still planning a follow-up based on the wrong plan. And no one has any record of what the note said before it was changed.
The Customer Note Updated Webhook solves this. The moment an existing note on any customer conversation is edited and saved, this webhook fires — sending all the updated details to your connected system instantly.
What Is the Customer Note Updated Webhook?
In DoubleTick, agents can add and edit internal notes on any customer conversation. These notes are not visible to the customer — they exist purely to give the team context and continuity.
The Customer Note Updated webhook fires every time an existing note on a customer conversation is edited and saved by any agent.
Think of it like a version control system for your notes. Every time someone makes a change, the system captures the updated state and pushes it to wherever your business needs it — automatically, instantly, and without anyone having to remember to do it manually.
When Does This Webhook Trigger?
This webhook activates when:
An agent opens an existing note on a customer's conversation in DoubleTick
Makes any change to the note content
Saves the updated note
Step-by-Step Setup Guide
Step 1: Open Webhooks in DoubleTick
Log in to your DoubleTick account
Go to Settings
Click on Webhooks
Step 2: Create a New Webhook
Click New Webhook
Give it a clear name — for example:
Customer Note Update Tracker
Step 3: Get Your Webhook URL
You need a destination URL — this is where DoubleTick will send the updated note data every time a note is edited and saved.
You can connect it to:
A CRM like Zoho, HubSpot, or Salesforce
An automation tool like Zapier, Make, or Pabbly
A project management or documentation tool like Notion or Trello
Your own backend system or internal dashboard
For testing purposes, you can use DoubleTick's Bot Studio to capture and preview the data first:
Open a new tab and go to Bot Studio
Click Create New Bot
Set the trigger to On Webhook
Copy the webhook URL that appears
Step 4: Fill in Webhook Details
Go back to the Webhooks page
Paste the webhook URL
Select your API Number (your WABA/WhatsApp Business number)
Click Continue
Step 5: Choose the Event
Select Customer Note Updated from the event list
Click Create Webhook
Your webhook is now live and tracking every note edit.
How to Test It
Open any customer conversation in DoubleTick that already has a note
Edit the note and save it
Go to Bot Studio → Capture Response → View Response Data
You will see all the data that was sent the moment that note was updated.
What Data Do You Receive?
When this webhook fires, it sends the following information to your system:
Note Content
The updated text of the note after editing
Event
Confirms this is a note updated event
Note ID
The unique identifier of the note that was edited
Timestamp
The exact date and time the note was updated
WABA Number
Which WhatsApp Business number is associated
Customer Name
The customer whose conversation the note belongs to
Customer Phone Number
The customer's WhatsApp number
Agent Name
The name of the agent who made the edit
Agent Phone Number
The phone number of the agent who made the edit
This gives you a complete record of every note change — who edited it, on which customer's conversation, and exactly when.
Real-Life Business Use Case
A Real Estate Agency Using Note Updates to Track Lead Temperature Changes
The Situation
A mid-sized real estate agency manages hundreds of active property inquiries at any given time through WhatsApp. Their team of property consultants use DoubleTick to manage conversations with buyers and investors. Each consultant adds notes to customer conversations to record the customer's current intent, budget, preferred location, and readiness to buy.
These notes are not static. A customer who was browsing casually two weeks ago might become a serious buyer after visiting a site. A customer who was ready to sign might pull back after a personal financial setback. The intent and status of leads changes constantly — and the notes get updated to reflect this.
The Problem
The agency's sales head had no visibility into when and how lead notes were being changed. An agent would update a customer's note from "exploring options" to "ready to buy — budget confirmed" and no one outside of DoubleTick would know. The updated information would sit in the chat while the sales head continued to prioritise leads based on outdated information.
In one case, a consultant updated a note to reflect that a high-value investor was ready to commit to a property worth several crores — but because no one was notified, the investor was not followed up with urgently. The investor, feeling ignored, went to a competing agency and closed the deal there within 48 hours.
In another case, a consultant quietly downgraded a lead's note from "serious buyer" to "budget constraint — put on hold" without informing the team. The sales head kept calling that lead for the next two weeks, not knowing the situation had changed — damaging the customer relationship and wasting the team's time.
How the Customer Note Updated Webhook Solves This
The agency connects the Customer Note Updated webhook to their CRM using Make.
They introduce a simple note convention across the team. Every note must begin with a status tag — for example, HOT, WARM, COLD, or ON HOLD — followed by the details.
The automation reads the first word of the updated note content. If the status tag has changed from what was previously in the CRM — for example, from WARM to HOT — the following happens automatically:
The CRM record for that customer is updated with the new status tag
An alert is sent to the sales head on WhatsApp with the customer's name, phone number, the updated note content, and the name of the agent who made the change
If the new tag is
HOT, a high-priority follow-up task is automatically created in the CRM with a deadline of four hoursIf the new tag is
ON HOLD, all scheduled follow-up tasks for that customer are paused automatically
None of this requires the consultant to send a message to the sales head, update the CRM manually, or remember to flag the change. Editing the note is the only action they need to take.
What Changes for the Team
Consultants stay focused on conversations without needing to manage additional communication about status changes. They update the note, and everything else happens automatically.
The sales head receives a structured, real-time view of how lead temperatures are shifting across the entire team. Hot leads get immediate attention. Cold leads are deprioritised without manual intervention. No lead changes status silently.
The agency also builds a monthly report from the CRM data showing how many leads moved from cold to warm, warm to hot, and hot to closed — giving the management team a clear picture of pipeline health over time.
The Result
High-value leads are never missed because of a delayed status update
The sales head always has an accurate, current view of where every lead stands
Consultants spend no extra time communicating status changes to the team
The agency eliminates the costly problem of following up with leads that have already gone cold
Customer relationships are protected because the team always acts on the most current information available
Summary
The Customer Note Updated Webhook ensures that every time an agent's understanding of a customer changes and they update a note to reflect it, that change immediately travels to the rest of your business. Accurate notes become accurate CRM records. Updated context becomes updated actions. Nothing stays stale, and nothing gets missed.
Set it up once, and your team's most current knowledge about every customer will always be exactly where it needs to be.
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