How to Use the Instagram Message Received Webhook

Get Notified the Moment a Customer Messages You on Instagram — in Real Time

If your team is managing Instagram DMs manually, messages are getting missed. Customers send queries, complaints, and requests — and by the time someone checks the inbox, the moment has passed.

The Instagram Message Received webhook fixes this. Every time a customer DMs your connected Instagram account, DoubleTick instantly sends that message data to your chosen system — so you can log it, assign it, or trigger an automated response right away.

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 every time a customer sends a message to your Instagram channel connected in DoubleTick. Each message triggers a separate webhook event.

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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 Message Tracker

Step 3: Get Your Webhook URL

You need a destination URL — this is where DoubleTick will send the data each time a message is received.

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 Message Received 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

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

3. You will see the message 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 sent the message
handle	The Instagram handle of the customer — same as from
contact.name	The display name of the customer on Instagram
message.text	The text content of the message
message.type	The format of the message — TEXT, IMAGE, and so on
messageId	The unique ID assigned to this message by Instagram
receivedAt	The exact date and time the message was received
channelType	Will always be INSTAGRAM
dtMessageId	DoubleTick's internal unique ID for this message
dtCustomerId	DoubleTick's internal unique ID for this customer
channelHandle	The Instagram handle of your connected business account
dtLastMessageId	DoubleTick's ID of the last message in this conversation — null if this is the first message
integrationType	Will always be INSTAGRAM
lastMessageOrigin	Who sent the last message — null if this is the first message

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Instagram Message Received Webhook – Sample Payload

{
  "to": "your_business_handle",
  "from": "bandekarrr_gaurav",
  "handle": "bandekarrr_gaurav",
  "contact": {
    "name": "G A U R A V  B A N D E K A R"
  },
  "message": {
    "text": "Test",
    "type": "TEXT"
  },
  "messageId": "aWdfZAG1faXRlbToxOklHTWVzc2FnZAUlEOjE3ODQxNDAwMTU5Nzg3MDg2OjM0MDI4MjM2Njg0MTcxMDMwMTI0NDI2MDYwMTc0OTIwNDkxOTgyODozMjg2MzA5Njc4MTcwMzczNjMzNzE2MjM4NjU1MzE3NjA2NAZDZD",
  "receivedAt": "2026-06-15T08:27:26.266Z",
  "channelType": "INSTAGRAM",
  "dtMessageId": "ef069b7f-2c92-44f8-995f-6ddea95f8bec",
  "dtCustomerId": "customer_ivswOzichH",
  "channelHandle": "your_business_handle",
  "dtLastMessageId": null,
  "integrationType": "INSTAGRAM",
  "lastMessageOrigin": null
}

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Summary

The Instagram Message Received Webhook gives your business real-time visibility into every customer DM on your connected Instagram channel. Set it up once, and every incoming message becomes a structured, actionable data point — without anyone needing to watch the inbox manually.