How to Use the Instagram Customer Custom Field Updated Webhook

Get Notified the Moment a Customer's Custom Field Value Changes on Your Instagram Channel

Your team updates customer fields in DoubleTick as conversations progress — marking a lead status, updating a qualification stage, or flagging a customer for follow-up. Each of these updates is a meaningful signal. But without a webhook, that signal stays inside DoubleTick. Your CRM does not know. Your automation does not trigger. Nothing moves.

The Customer Custom Field Updated webhook fires the moment any custom field value changes for an Instagram customer — so your external systems can react to it instantly.

Note: This webhook is only available for organisations that have an Instagram channel connected in DoubleTick.

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When Does This Webhook Trigger?

This webhook fires every time a custom field value is set or updated for a customer on your connected Instagram channel.

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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 name — for example: Instagram Custom Field Tracker

Step 3: Get Your Webhook URL

You need a destination URL — this is where DoubleTick will send the data each time a custom field is updated.

For testing, use DoubleTick's Bot Studio to preview the incoming 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. Enter the webhook name

3. Paste the webhook URL

4. Under Channel Type, select Instagram

5. Select your Instagram channel

6. Click Continue

Step 5: Choose the Event

1. Select Customer Custom Field Updated from the event list

2. Click Save

Your webhook is now active.

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How to Test It

1. Open any Instagram customer's chat in DoubleTick

2. Update a custom field value for that customer

3. Go to Bot → Capture Response → View Response Data

4. You will see the update captured in real time

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What Data Do You Receive?

Field	What It Tells You
name	The display name of the custom field that was updated
value	The new value that was set for the custom field
changedAt	The exact date and time the field was updated
customerId	DoubleTick's internal ID for this customer
wabaNumber	Will be null for Instagram customers
dtCustomerId	DoubleTick's internal unique ID for this customer
customFieldId	The unique ID of the custom field that was updated
customerPhone	Will be null for Instagram customers
customerHandle	The Instagram handle of the customer
nameOnWhatsapp	The display name of the customer in DoubleTick
customFieldType	The type of the custom field — for example, single_select, text, and so on
customFieldEventType	The type of update — ATTRIBUTE_SET means a value was set or changed
customFieldUniqueName	The internal unique name of the custom field as configured in DoubleTick

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Customer Custom Field Updated Webhook – Sample Payload

{
  "name": "Abhishek",
  "value": "New",
  "changedAt": "2026-06-16T06:57:33.270Z",
  "customerId": "customer_Ehrc3Ls7kS",
  "wabaNumber": null,
  "dtCustomerId": "customer_Ehrc3Ls7kS",
  "customFieldId": "cf_Be26dKbWy8",
  "customerPhone": null,
  "customerHandle": "abhishxo",
  "nameOnWhatsapp": "Abhishek",
  "customFieldType": "single_select",
  "customFieldEventType": "ATTRIBUTE_SET",
  "customFieldUniqueName": "lead_status"
}

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Summary

The Instagram Customer Custom Field Updated Webhook turns every field update in DoubleTick into a real-time signal your external systems can act on. Set it up once, and any change to a customer's custom field — a lead stage, a qualification status, a priority flag — automatically flows to wherever it needs to go.