support.message.received

When this fires

Every time a member sends an inbound message that lands in the support inbox, including the very first one, which also raises support.conversation.opened.

This is the workhorse of the family. If you are routing member questions into a helpdesk, an ops channel or an on-call rota, this is the event to subscribe to.

It does not fire when:

• The text was a recognised bot command, or an answer the bot was waiting for mid-setup.
• The member is blocked. Their messages are dropped without a trace in the inbox.
• The member has tripped the inbound rate limit. Excess messages are dropped silently rather than queued.
• The member edited an earlier message. The stored message is updated in place and no new event fires.

The message body is not in the payload. Webhook deliveries are logged and retried, and member text does not belong in a delivery log. Fetch it with the conversation messages endpoint.

Caveats

• No body, no name, no file ids. Everything human-readable is behind the API on purpose. Platform file ids are effectively credentials for downloading the file and are never sent in a webhook.
• An album (several photos sent together) arrives as one event per part, each with its own message_id. They share a media_group_id visible through the API, not in the payload.
• A captioned photo has type: "photo", and the caption is the message body; it is not a separate text message.
• A caption that starts with / is parsed as a bot command upstream and never reaches the inbox.

Related events

• support.conversation.opened: fires alongside on the member's first message.
• support.message.sent: your side of the exchange.
• support.conversation.reopened: fires alongside when the message revives a resolved thread.

Header Parameters

The signed JSON envelope posted to your endpoint.

Response Body