reply_support_conversation

Purpose

Reply to a member. The message is recorded against the conversation and queued for delivery on the member's channel, prefixed with the project's support name so it reads as coming from a person rather than from the bot.

Set internal to record a private note for the creator's team instead. Internal notes are never delivered, never appear to the member, and raise no webhook event.

Required ability

support-conversation:update

Input schema

{
  "type": "object",
  "required": ["conversation_id", "body"],
  "properties": {
    "conversation_id": {
      "type": "string",
      "description": "UUID of the support conversation to reply in."
    },
    "body": {
      "type": "string",
      "description": "The reply text, max 4000 characters. Reaches the member verbatim."
    },
    "internal": {
      "type": "boolean",
      "description": "Record a creator-only note instead of sending to the member."
    },
    "reply_to_message_id": {
      "type": "string",
      "description": "Optional. UUID of a message in this same conversation to quote above the reply."
    }
  }
}

Output shape

{
  "data": {
    "message_id": "smg_01HX...",
    "conversation_id": "sup_01HX...",
    "internal": false,
    "delivery_status": "pending"
  }
}

Example prompts

"Reply to that conversation: their invite link expired, here is a fresh one."

"Add an internal note that this member has asked about the same thing twice."

Failure modes

• No support conversation found with that id. — unknown id, or outside the token's project scope.
• A reply needs a body. — body was empty or whitespace only.
• A reply may not be longer than 4000 characters. — Telegram's own message ceiling.
• TOKEN_MISSING_ABILITY — token lacks support-conversation:update.

Caveats

• delivery_status: "pending" means queued, not delivered. Delivery runs on a queue and can still fail — a member who has blocked the bot comes back as unreachable. Read the message back with get_support_conversation if the outcome matters.
• Replying to a resolved conversation does not reopen it. Only an inbound member message does that.
• A reply does not clear the unread count or resolve the thread. Call resolve_support_conversation separately when the matter is closed.
• Only text is supported here. Sending media takes the dashboard inbox.
• reply_to_message_id must name a message in the same conversation. Anything else is refused rather than silently dropped, so a quote can never surface one member's words in another member's thread.
• The reply is attributed to the token's owner. On a token minted for automation, that is the account the token belongs to — not the AI.

Related

• get_support_conversation
• resolve_support_conversation
• support.message.sent — the event this raises
• Support conversations API