support.canned_reply.created

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.

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 the canned reply endpoint if you mirror the picker somewhere else.

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.

Related events

• 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.

Header Parameters

The signed JSON envelope posted to your endpoint.

Response Body