get_canned_reply

Purpose

Read a single snippet — the full body, its shortcut and its position — when you already know which one. Same row list_canned_replies returns, so reading one and reading all agree field for field.

Saved replies exist only beneath a project, so the tool takes both ids and resolves the snippet within that project. A snippet id that belongs to a different project is RESOURCE_NOT_FOUND here even if the token could see that other project.

Required ability

support-canned-reply:view-any

Input schema

{
  "type": "object",
  "required": ["project_id", "canned_reply_id"],
  "properties": {
    "project_id": {
      "type": "string",
      "description": "UUID of the project the snippet belongs to."
    },
    "canned_reply_id": {
      "type": "string",
      "description": "UUID of the saved reply to fetch."
    }
  }
}

Output shape

{
  "data": {
    "id": "5d2f8a71-3c9e-4b06-a8f4-1e7c9d2b6a35",
    "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",
    "title": "Opening hours",
    "body": "We answer between 9 and 5, Monday to Friday. Anything sent outside that gets a reply the next working morning.",
    "shortcut": "hours",
    "sort_order": 1,
    "created_at": "2026-06-02T09:14:02+00:00",
    "updated_at": "2026-06-02T09:14:02+00:00"
  }
}

updated_at equal to created_at means the snippet has never been edited.

Example prompts

"Read saved reply 5d2f8a71-3c9e-4b06-a8f4-1e7c9d2b6a35 in project 7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13."

"What does the hours snippet actually say?" (list first to resolve the id, then get)

"Show me the refund snippet before I edit it."

Failure modes

RESOURCE_NOT_FOUND — project_id names a project the token cannot see, or canned_reply_id is unknown, deleted, or belongs to another project.
AUTHENTICATION_REQUIRED — no authenticated user on the request.
TOKEN_MISSING_ABILITY — token lacks support-canned-reply:view-any.

list_canned_replies — every snippet of the project.
update_canned_reply — change it.
delete_canned_reply — remove it.
Support canned replies API — GET /v1/projects/{project}/support/canned-replies/{reply}.
Support inbox — the feature walkthrough.