How to use Conversation Opened Webhook
Know the moment a customer reaches out — whether for the first time or after a long gap
A customer messages your business on WhatsApp.
Maybe it’s their first time. Maybe they’re returning after weeks or months.
But your team doesn’t know that yet.
The message sits in a busy inbox. No one picks it up immediately. By the time someone responds, the customer may have already moved on.
Now imagine this instead:
The moment the message arrives —
Your system detects it instantly
The conversation is identified as new or returning
The right team member is notified immediately
That’s exactly what the Conversation Opened Webhook does.
What Is the Conversation Opened Webhook?
In DoubleTick, every conversation has a status — open, closed, or done.
This webhook triggers whenever a conversation is opened due to a customer message.
This happens in two key scenarios:
When a customer messages your business for the first time
When a customer sends a message that reopens a previously closed or completed conversation
In simple terms:
Customer message → conversation opens → webhook fires instantly
Think of it as a real-time alert system for every new or returning customer interaction.
When Does This Webhook Trigger?
This webhook activates when:
A customer sends their first-ever message to your business
A customer reopens a closed or completed conversation
Both scenarios are treated as a conversation being opened — and both trigger the webhook.
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
Enter a name (example: Conversation Opened Tracker)
Step 3: Add Webhook URL
This is where DoubleTick will send the data.
You can connect it to:
CRM tools (Zoho, HubSpot, Salesforce)
Automation tools (Zapier, Make, Pabbly)
Your backend system
For testing:
Go to Bot Studio
Click Create New Bot
Select trigger → On Webhook
Copy the webhook URL
Step 4: Add Webhook Details
Paste the webhook URL
Select your API Number (WABA number)
Click Continue
Step 5: Select Event
Select Conversation Opened
Click Create Webhook
Your webhook is now live.
How to Test It
Send a message to your WABA number from a new or inactive number
Go to Bot Studio → Capture Response → View Response Data
You will see all the conversation details captured instantly at the moment the conversation is opened.
To test reopening, close an existing conversation and send a new message from the same number.
What Data Do You Receive?
to
Your WhatsApp Business number that received the message
from
The customer’s WhatsApp number
customerName
Name of the customer
customerPhone
Customer’s WhatsApp phone number
conversationOpened
Confirms that the conversation has been opened (true)
This helps you understand who initiated the conversation, on which number, and confirms the interaction instantly.
Sample Payload
Real-Life Business Use Case: Instantly Handling New and Returning Customers
The Situation
A business receives WhatsApp messages from both new prospects and existing customers.
The Problem
New leads are not responded to quickly
Returning customers are treated like new ones
No context before responding
Delayed replies lead to missed opportunities
The Solution
With the Conversation Opened webhook:
New conversations trigger instant alerts
Returning customers are identified immediately
Conversations can be assigned to the right team member
CRM data can be fetched instantly
The Result
Faster response time
Better customer experience
Improved lead conversion
Personalized communication
Summary
The Conversation Opened Webhook ensures you never miss the start of a customer interaction.
It helps you:
Respond instantly to new messages
Identify returning customers
Assign conversations intelligently
Improve overall response efficiency
Set it up once — and every conversation starts with the right context and speed.