How to use Conversation Opened Webhook
Know the moment a customer reaches out — whether for the first time or after a long gap
Picture this: A customer who bought a product from you three months ago suddenly sends a message on WhatsApp. Your team has no idea if this is a complaint, a repurchase inquiry, or a follow-up on something unresolved. The chat sits unnoticed in a busy inbox for 40 minutes before anyone picks it up.
Now picture a different scenario: The moment that message lands, your CRM creates an alert, your senior sales rep is notified, and the conversation is already assigned before the customer even wonders if anyone is going to respond.
That is the difference the Conversation Opened Webhook makes.
What Is the Conversation Opened Webhook?
In DoubleTick, a conversation has a status. It can be open, closed, or done.
The Conversation Opened webhook fires every time a conversation is initiated by a customer message — specifically in two situations:
When a customer messages your business for the very first time
When a customer sends a message that reopens a conversation that was previously marked as closed or done
In both cases, this webhook captures that moment and sends the information to your connected system instantly.
Think of it as a motion sensor at the entrance of your business. Whether it is a brand new visitor walking in or an old customer returning, the sensor lights up the moment they arrive.
When Does This Webhook Trigger?
This webhook activates in either of these two scenarios:
A customer sends a first-ever message to your WhatsApp Business number
A customer replies to or restarts a conversation that your team had previously closed or marked as done
Both situations are treated as a conversation being opened, and both trigger this 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
Give it a clear name — for example:
Conversation Opened Tracker
Step 3: Get Your Webhook URL
You need a destination URL — this is where DoubleTick will send data every time a conversation is opened.
You can connect it to:
A CRM like Zoho, HubSpot, or Salesforce
An automation tool like Zapier, Make, or Pabbly
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 Conversation Opened from the event list
Click Create Webhook
Your webhook is now live.
How to Test It
Send a message to your WhatsApp Business number from a new or inactive number
Go to Bot Studio → Capture Response → View Response Data
You will see all the data that was sent the moment that conversation opened.
To test the reopen scenario, close an existing conversation in DoubleTick and then send a new message from that same customer number. The webhook will trigger again.
What Data Do You Receive?
When this webhook fires, it sends the following information to your system:
Customer Name
Who initiated or reopened the conversation
Customer Phone Number
The customer's WhatsApp number
Conversation Status
Whether this is a new conversation or a reopened one
First Message Content
The opening message sent by the customer
WABA Number
Which WhatsApp Business number received the message
Timestamp
The exact date and time the conversation was opened
This gives your team immediate context about who has reached out and what the situation looks like before they even open the chat.
Real-Life Business Use Case
A Luxury Car Dealership Managing High-Value Leads and Returning Customers
The Situation
A premium car dealership operates a WhatsApp Business number that their customers use for everything — test drive requests, pricing inquiries, post-purchase service questions, and even trade-in discussions. Their team of sales and after-sales executives handles hundreds of conversations every month.
The Problem
Two types of messages were getting delayed the most.
First, brand new inquiries from potential buyers were sitting in the general inbox unassigned. By the time a sales executive picked them up, 20 to 30 minutes had passed. For high-intent buyers who had also messaged three other dealerships at the same time, this was enough to lose the sale.
Second, returning customers — people who had purchased a car and whose conversations were closed months ago — were reopening chats with questions about servicing, accessories, or upgrading to a newer model. These messages were being treated the same as any other new chat, with no indication that this was an existing buyer who deserved a more informed, priority response.
The team had no way of telling, at a glance, whether an incoming message was from a completely new prospect or a customer who had already spent lakhs with the dealership.
How the Conversation Opened Webhook Solves This
The dealership connects the Conversation Opened webhook to their CRM using an automation tool.
The automation checks whether the incoming phone number already exists in the CRM.
If the number is new, a fresh lead record is created automatically, tagged as a new inquiry, and an alert is sent to the next available sales executive via an internal notification.
If the number already exists in the CRM, the system pulls up the customer's purchase history, flags the conversation as a returning customer, and notifies the specific executive who handled their original purchase — along with a note showing what they bought and when.
What Changes for the Team
A sales executive receives a notification the moment a new prospect messages in, along with the exact text of their first message. They walk into the conversation already knowing what the customer wants.
When a returning buyer reopens a chat, their dedicated executive is notified immediately and can open the conversation already knowing the customer's car model, purchase date, and any previous service history. The executive greets them by name and references their purchase — making the experience feel personal and high-touch.
The Result
New leads are responded to within minutes instead of half an hour
Returning customers feel recognised, not like strangers starting over
The sales team has full context before they type a single word
High-value customers are never lost in a busy inbox again
The dealership can track, month on month, how many new conversations came in versus how many were reopened by existing customers — giving them a clear picture of retention versus new acquisition
Summary
The Conversation Opened Webhook is one of the most impactful webhooks you can set up, because it fires at the very beginning of every customer interaction. Whether someone is knocking on your door for the first time or returning after months, you will know instantly — and your team can respond with the right context, the right speed, and the right person.
Set it up once, and every conversation starts at an advantage.
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