support.message.sent

When this fires

A creator or team member replies to a member, from any surface: the dashboard inbox, the relay DM on the connector, 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.

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.

Caveats

• The payload does not say who replied. Read author_user_id from the conversation messages endpoint 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.

Related events

• support.message.received: the member's side.
• support.conversation.resolved: usually the next step after a reply.

Header Parameters

The signed JSON envelope posted to your endpoint.

Response Body