support.* events

Member support inbox: conversations opened, replied to, assigned and resolved. A member who sends your project bot something it does not recognise opens a support conversation. These events are how that traffic reaches a helpdesk, an ops channel or an on-call rota instead of sitting in the dashboard waiting to be noticed.

No support.* payload carries the message body. That is deliberate: webhook deliveries are logged and retried, and member text does not belong in a delivery log. Fetch the body from the support conversations endpoints or with the get_support_conversation MCP tool.

Background

One conversation per member, per channel

There is exactly one conversation per (project, member, channel). It is a durable thread, not a per-session ticket, so:

support.conversation.opened fires once per member per channel, ever. Their second message and every message after it raises support.message.received only.
Resolving does not close the thread. The next inbound message reopens it and raises support.conversation.reopened.
A workflow that wants "every new member question" should listen to support.message.received, not opened.

Example payload

Every support.* event uses the standard envelope and a flat data object of identifiers:

{
  "id": "evt_01HX...",
  "type": "support.message.received",
  "created_at": "2026-08-20T10:05:00Z",
  "api_version": "2026-05-01",
  "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",
  "data": {
    "message_id": "6c18f7a3-2e95-4d60-b47a-c093e5182b7f",
    "conversation_id": "9e042b6f-5d81-4c37-a920-7b3e18cf6d45",
    "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",
    "subscriber_id": "2a91c4e7-6f38-4b52-8e0d-9c1a7b3f5d80",
    "type": "text",
    "has_attachments": false
  }
}

Guarantees

The member's message body, their platform identity and any attachment file ids are never in the payload. Resolve them over the API with data.conversation_id.
support.message.received and support.conversation.opened both fire on a member's first message, in that order of significance: treat opened as the "new contact" signal and received as the "new question" signal.
Internal notes raise no event at all. They are private remarks for your team and never reach the member or a webhook.
A message from a blocked member is dropped before any event fires, and cannot reopen a resolved thread.
Rate-limited inbound messages are dropped silently. A member flooding the bot produces no event storm.