# How to use Conversation Opened Webhook

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.

***

#### <mark style="color:$primary;">**What Is the Conversation Opened Webhook?**</mark>

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.

***

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

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.

***

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

<figure><img src="/files/UEDc5t6OTEyPwPOw8AAX" alt=""><figcaption></figcaption></figure>

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

* Log in to your DoubleTick account
* Go to **Settings**
* Click on **Webhooks**

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

* Click **New Webhook**
* Enter a name (example: *Conversation Opened Tracker*)

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

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

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

* Paste the webhook URL
* Select your API Number (WABA number)
* Click **Continue**

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

* Select **Conversation Opened**
* Click **Create Webhook**

Your webhook is now live.

***

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

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.

***

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

| Field              | What It Tells You                                       |
| ------------------ | ------------------------------------------------------- |
| 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**.

***

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

```json
{
  "to": "919321721251",
  "from": "918369323134",
  "customerName": "Ruchi Dalvi",
  "customerPhone": "918369323134",
  "conversationOpened": true
}
```

***

#### <mark style="color:$primary;">**Real-Life Business Use Case: Instantly Handling New and Returning Customers**</mark>

**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

***

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

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.


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