support.message.sent

This fires when the reply is recorded and queued, not when the member receives it. Delivery happens on a queue and can still fail — a member who has blocked the bot is unreachable. Read delivery_status from the support API for the outcome.

When this fires

A creator or team member replies to a member, from any surface: the dashboard inbox, the Telegram relay DM, the REST API, or the reply_support_conversation MCP tool.

It does not fire when:

The reply was recorded as an internal note. Notes are private remarks for your team, are never delivered to the member, and raise no event.
An automated acknowledgement goes out. The project's auto-reply is a system message, not a creator reply.

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.message.sent",
  "created_at": "2026-08-20T10:07:00Z",
  "api_version": "2026-05-01",
  "project_id": "prj_01HX...",
  "data": {
    "message_id": "smg_01HX...",
    "conversation_id": "sup_01HX...",
    "project_id": "prj_01HX...",
    "subscriber_id": "usr_01HX...",
    "type": "text"
  }
}

Field reference

Field	Type	Notes
`id`	string ULID	Unique event id, prefixed `evt_`. Use for idempotent processing.
`type`	string	Always `support.message.sent` for this event.
`created_at`	ISO 8601 timestamp	Server-side emission time — when the reply was queued.
`api_version`	string	Webhook API contract version.
`project_id`	string ULID	Project this event belongs to.
`data.message_id`	string ULID	The stored reply.
`data.conversation_id`	string ULID	Thread the reply belongs to.
`data.project_id`	string ULID	Mirrors the envelope `project_id`.
`data.subscriber_id`	string ULID	The member the reply is addressed to.
`data.type`	string	`text`, or the media kind when the reply carried an attachment.

Caveats

The payload does not say who replied. Read author_user_id from GET /v1/support/conversations/{conversation_id}/messages if you need to attribute it to a specific team member.
The member sees the reply prefixed with the project's support name, so it reads as coming from a person rather than from the bot. That prefix is added at delivery and is not part of the stored body.
Pairing this with support.message.received gives you first-response time. The conversation's own first_response_at is stamped only once, on the first human reply, which is the more reliable SLA measure.

support.message.received — the member's side.
support.conversation.resolved — usually the next step after a reply.
Support events overview — back to family overview.