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

# Conversation control changed event

`POST conversation.control_changed` (webhook)

WhatsApp only. Fired when control of a conversation moves between Meta Business Agent
and your app (Meta's `messaging_handovers`), or when the agent is first seen answering
a thread. While `control.owner` is `ai_agent`, inbound messages arrive on
`message.received` with `metadata.standby: true` and the agent's replies on
`message.sent` with `source: meta_business_agent`. Sending any message takes control
back; release it with `POST /v1/inbox/conversations/{conversationId}/thread-control`.

## Payload

- WebhookPayloadConversationControlChanged — WhatsApp only. Who answers a conversation changed: Meta Business Agent took it over, handed it to you, or another partner app took it.
  - `id` string, required — Stable webhook event ID
  - `event` 'conversation.control_changed', required
  - `conversation` InboxWebhookConversationDetail, required — The conversation object included in conversation lifecycle webhook payloads (conversation.started, conversation.control_changed).
    - `id` string, required — Internal conversation ID
    - `platform` 'instagram' | 'facebook' | 'telegram' | 'whatsapp' | 'twitter' | 'reddit' | 'bluesky' | 'sms' | 'slack' | 'tiktok', 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 — Account ID
    - `accountId` string — 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 ID this account belongs to. Use it to route or filter inbox webhooks by profile. 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
  - `control` object, required
    - `owner` 'app' | 'ai_agent' | 'other', required — Who answers now. ai_agent: Meta Business Agent; app: you; other: another partner app on the number.
    - `previousOwner` 'app' | 'ai_agent' | 'other' | 'null', nullable, required — Owner before this change, null when the thread had never been agent-handled.
    - `metadata` string — Free-form string the transferring app attached to the handover, forwarded verbatim.
  - `changedAt` string, date-time, required
  - `timestamp` string, date-time, required — UTC time at which Zernio generated this event (set once when the event payload is built, before delivery is queued). Retries and redeliveries keep the original value, so it reflects the event, not the delivery attempt.

## Acknowledgement `200`

Webhook received successfully

---

[API](https://skmtc.dev/zernio/apis/zernio-api.md) · [All operations](https://skmtc.dev/zernio/apis/zernio-api/llms.txt) · [OpenAPI document](https://skmtc.dev/zernio/apis/zernio-api/revisions/fdaf9a9fb1a7?raw)