support.canned_reply.updated

One save is one event, and changes lists only the fields that actually differ. A save that changes nothing — the dashboard's Update Reply with no edits, or a PATCH that re-sends the stored values — emits nothing.

When this fires

A creator edits an existing saved reply and at least one of title, body, shortcut or sort_order is different afterwards:

Dashboard — Saved Replies → edit → Update Reply from the support inbox.
REST — PATCH /v1/projects/{project}/support/canned-replies/{reply}. Fields you omit keep their stored value.
MCP — the update_canned_reply tool.

It does not fire when:

Nothing changed. The action compares before and after and skips the event when the two match.
The snippet is inserted into a conversation. Using a saved reply is composing a message, and the message raises support.message.sent.
The edit is rejected — a shortcut already used by another snippet on the project, or a body outside its 2–4000 character limits — nothing is written.

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.updated",
  "created_at": "2026-09-06T09:45:00Z",
  "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": "open",
      "sort_order": 1
    },
    "changes": {
      "shortcut": {
        "from": "hours",
        "to": "open"
      }
    },
    "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.updated` 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	Post-update snapshot — `id`, `title`, `shortcut`, `sort_order` only. No `body`.
`data.canned_reply.id`	string UUID	Saved reply identifier.
`data.canned_reply.title`	string	Picker label after the change.
`data.canned_reply.shortcut`	string, nullable	Expansion token after the change, or `null` when cleared.
`data.canned_reply.sort_order`	integer	Picker position after the change.
`data.changes`	`object<string, {from,to}>`	Map of the fields that changed. Keys are one or more of `title`, `body`, `shortcut`, `sort_order`; values are before/after pairs. Never empty.
`data.changes.title.from`	string	Previous title. Present only when the title changed.
`data.changes.title.to`	string	New title.
`data.changes.body.from`	string	Previous body text. Present only when the body changed.
`data.changes.body.to`	string	New body text, up to 4000 characters.
`data.changes.shortcut.from`	string, nullable	Previous shortcut. Present only when it changed.
`data.changes.shortcut.to`	string, nullable	New shortcut, or `null` when cleared.
`data.changes.sort_order.from`	integer	Previous position. Present only when it changed.
`data.changes.sort_order.to`	integer	New position.
`data.project_id`	string UUID	Mirrors the envelope `project_id`.

Caveats

The snapshot never carries the body, but changes.body does when the body is what changed — from and to hold the full old and new text. This is the creator's own template text, not a member's message, so the family's rule that member text never enters a delivery log still holds. If you would rather not receive it, it only appears on edits to the body itself.
changes can report body, which the snapshot omits, and the snapshot carries id, which changes never does. Use both halves: canned_reply for the current state, changes for what to diff.
Reordering snippets in the dashboard can raise one event per snippet whose sort_order moved. Expect a burst with changes: { sort_order: … } and nothing else.

support.canned_reply.created — the snippet's first appearance.
support.canned_reply.deleted — its removal.
Support events overview — back to family overview.