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.

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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.

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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.

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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.

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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.

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What Data Do You Receive?

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.

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Sample Payload

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

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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

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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.