---
title: "Conversation started event"
method: POST
path: "conversation.started"
tags: ["Webhook Events"]
---

# Conversation started event

`POST conversation.started` (webhook)

Fired once when a new conversation begins between one of your connected accounts and a
contact, in either direction. Works across every DM platform (Instagram, Messenger/Facebook,
Telegram, WhatsApp, Twitter, Reddit, Bluesky). Naturally deduped — a given conversation
only fires this event the very first time it appears.

## Payload

- WebhookPayloadConversationStarted — Fired once when a new conversation begins, in either direction. A conversation starts the first time an account and a contact exchange a message on any DM platform (Instagram, Messenger/Facebook, Telegram, WhatsApp, Twitter, Reddit, Bluesky, SMS). Platform-agnostic — one subscription covers every DM platform.
  - `id` string, required — Stable webhook event ID
  - `event` 'conversation.started', required
  - `conversation` object, required
    - `id` string, required — Internal conversation ID
    - `platform` 'instagram' | 'facebook' | 'telegram' | 'whatsapp' | 'twitter' | 'reddit' | 'bluesky' | 'sms' | 'slack', required
    - `platformConversationId` string, required
    - `participantId` string — Contact's platform identifier (IGSID, PSID, wa_id, etc.)
    - `participantName` string, required
    - `participantUsername` string — Contact's handle when the platform exposes one
    - `participantPicture` string
    - `status` 'active' | 'archived', required
    - `contactId` string — Zernio CRM Contact ID for the participant, when one exists. Resolved by joining `participantId` to the ContactChannel collection (same join used by message.*, reaction.received, and call.* webhooks). Best-effort: omitted when no channel matches or `participantId` is absent. Lets integrators seed the CRM straight from `conversation.started` without waiting for the first `message.*` event.
  - `account` InboxWebhookAccount, required — The account context included in inbox webhook payloads.
    - `id` string, required — Social account ID
    - `accountId` string — Social account ID (same value as id). Canonical field so consumers can filter every webhook event on one field (e.g. route staging vs production by account). id is kept for backward compatibility.
    - `profileId` string — Zernio profile (workspace) ID this account belongs to. Use it to route or filter inbox webhooks by workspace. This is the profile ID only, not its name (resolve the name via the API with this ID). Optional; omitted on the shared WhatsApp sandbox account and when the account has no resolvable profile.
    - `platform` string, required
    - `username` string, required
    - `displayName` string
  - `startedAt` string, date-time, required — When the conversation document was created.
  - `timestamp` string, date-time, required

## Acknowledgement `200`

Webhook received successfully

---

[API](https://skmtc.net/zernio/apis/zernio-api.md) · [All operations](https://skmtc.net/zernio/apis/zernio-api/llms.txt) · [OpenAPI document](https://skmtc-service-staging.skmtc.workers.dev/v1/apis/zernio/zernio-api/versions/51932b099b2f/schema)