support.canned_reply.created

The dashboard calls these Saved Replies; the event keeps the canned_reply name. The snapshot carries the snippet's title, shortcut and position but never its body — fetch that with GET /v1/projects/{project} /support/canned-replies/{reply} if you mirror the picker somewhere else.

When this fires

A creator saves a new reusable reply on a project:

Dashboard — Saved Replies → Add Reply from the support inbox.
REST — POST /v1/projects/{project}/support/canned-replies.
MCP — the create_canned_reply tool.

It does not fire when:

A saved reply is inserted into a conversation. Using a snippet is just composing a message; the reply that goes out raises support.message.sent like any other.
The save is rejected. A duplicate shortcut on the same project, or a body outside its limits, fails validation and writes nothing.

Required ability

support-conversation:view — token must carry this at mint time to subscribe an endpoint to this event.

Payload

{
  "id": "evt_01HX...",
  "type": "support.canned_reply.created",
  "created_at": "2026-09-06T09:40:00Z",
  "api_version": "2026-05-01",
  "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",
  "data": {
    "canned_reply": {
      "id": "c2f8e6a1-7d34-4b9e-a05c-3e1f9b7d2a68",
      "title": "Opening hours",
      "shortcut": "hours",
      "sort_order": 1
    },
    "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13"
  }
}

Field reference

Field	Type	Notes
`id`	string ULID	Unique event id, prefixed `evt_`. Use for idempotent processing.
`type`	string	Always `support.canned_reply.created` for this event.
`created_at`	ISO 8601 timestamp	Server-side emission time.
`api_version`	string	Webhook API contract version.
`project_id`	string UUID	Project this event belongs to.
`data.canned_reply`	object	The new snippet — `id`, `title`, `shortcut`, `sort_order` only. No `body`.
`data.canned_reply.id`	string UUID	Saved reply identifier.
`data.canned_reply.title`	string	The label shown in the picker, 2–80 characters.
`data.canned_reply.shortcut`	string, nullable	The token typed in the composer to expand the snippet — letters, digits, dashes and underscores, up to 30 characters, stored without a leading slash. `null` when none was set.
`data.canned_reply.sort_order`	integer	Position in the picker, `0`–`999`. Defaults to `0` when the request omits it.
`data.project_id`	string UUID	Mirrors the envelope `project_id`.

Caveats

The body is the one thing a consumer usually wants and the one thing not sent. This matches the family rule that no support.* payload carries message text; read it over the API.
shortcut is unique per project, so it doubles as a stable handle for the snippet in a mirror — but it is optional and editable, so key on id.
sort_order is not a dense sequence. Several snippets can share a value; the dashboard orders ties by creation.

support.canned_reply.updated — the snippet is reworded, given a new shortcut or moved.
support.canned_reply.deleted — the snippet is removed from the picker.
Support events overview — back to family overview.