> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/webhooks/how-to-use-the-instagram-conversation-opened-webhook.md).

# How to use the Instagram Conversation Opened Webhook

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.**

***

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

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

***

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

<figure><img src="/files/GwBKbyA1yhDILeWZMsmU" alt=""><figcaption></figcaption></figure>

**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.

***

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

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

***

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

<table><thead><tr><th width="188.4000244140625">Field</th><th>What It Tells You</th></tr></thead><tbody><tr><td><strong>to</strong></td><td>The Instagram handle of your business account</td></tr><tr><td><strong>from</strong></td><td>The Instagram handle of the customer who opened the conversation</td></tr><tr><td><strong>handle</strong></td><td>The Instagram handle of the customer — same as from</td></tr><tr><td><strong>contact.name</strong></td><td>The display name of the customer on Instagram</td></tr><tr><td><strong>channelType</strong></td><td>Will always be INSTAGRAM</td></tr><tr><td><strong>customerName</strong></td><td>The display name of the customer — same as contact.name</td></tr><tr><td><strong>dtCustomerId</strong></td><td>DoubleTick's internal unique ID for this customer</td></tr><tr><td><strong>channelHandle</strong></td><td>The Instagram handle of your connected business account</td></tr><tr><td><strong>customerPhone</strong></td><td>The Instagram handle of the customer — used in place of a phone number for Instagram contacts</td></tr><tr><td><strong>integrationType</strong></td><td>Will always be INSTAGRAM</td></tr><tr><td><strong>conversationOpened</strong></td><td>Will always be true — confirms this is a new or reopened conversation</td></tr></tbody></table>

***

#### <mark style="color:$primary;">**Instagram Conversation Opened Webhook – Sample Payload**</mark>

{% code expandable="true" %}

```json
{
  "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
}
```

{% endcode %}

***

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

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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://learn.doubletick.io/webhooks/how-to-use-the-instagram-conversation-opened-webhook.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.