support.canned_reply.updated

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.

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.

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.

Related events

• support.canned_reply.created: the snippet's first appearance.
• support.canned_reply.deleted: its removal.

Header Parameters

The signed JSON envelope posted to your endpoint.

Response Body