How to use the Instagram Conversation Opened Webhook

Know the Moment a New Instagram Conversation Starts — Before It Gets Lost in the Inbox

Not every Instagram DM needs the same level of attention. But there are two moments that always matter: when a customer reaches out for the very first time, and when a customer who went quiet comes back after their conversation was closed. These are your highest-intent moments — and if your team does not act on them quickly, the opportunity is gone.

The Conversation Opened webhook fires at exactly these two moments, giving your system an instant signal to log, assign, or respond before anything else happens.

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 in two situations:

• A customer sends your Instagram account a message for the very first time

• A customer sends a message after their previous conversation was marked as done in DoubleTick

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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 Conversation Opened

Step 3: Get Your Webhook URL

You need a destination URL — this is where DoubleTick will send the data each time a new conversation opens.

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 Conversation Opened when a customer messages (for first time) / (on a conversation marked as done) from the event list

2. Click Save

Your webhook is now active.

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How to Test It

1. Send a DM to your connected Instagram account from a test account that has never messaged you before

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

3. You will see the conversation data captured in real time

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What Data Do You Receive?

Field	What It Tells You
to	The Instagram handle of your business account
from	The Instagram handle of the customer who opened the conversation
handle	The Instagram handle of the customer — same as from
contact.name	The display name of the customer on Instagram
channelType	Will always be INSTAGRAM
customerName	The display name of the customer — same as contact.name
dtCustomerId	DoubleTick's internal unique ID for this customer
channelHandle	The Instagram handle of your connected business account
customerPhone	The Instagram handle of the customer — used in place of a phone number for Instagram contacts
integrationType	Will always be INSTAGRAM
conversationOpened	Will always be true — confirms this is a new or reopened conversation

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Instagram Conversation Opened Webhook – Sample Payload

{
  "to": "your_business_handle",
  "from": "abhishxo",
  "handle": "abhishxo",
  "contact": {
    "name": "Abhishek"
  },
  "channelType": "INSTAGRAM",
  "customerName": "Abhishek",
  "dtCustomerId": "customer_Ehrc3Ls7kS",
  "channelHandle": "your_business_handle",
  "customerPhone": "abhishxo",
  "integrationType": "INSTAGRAM",
  "conversationOpened": true
}

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Summary

The Instagram Conversation Opened Webhook tells you the moment a new conversation starts on your Instagram channel — whether it is a first-time customer or a returning one. Set it up once, and every new conversation is automatically logged, assigned, and acted on before the moment passes.