support.canned_reply.created
A saved reply is added to a project's support inbox.
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_replytool.
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.sentlike any other. - The save is rejected. A duplicate
shortcuton 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_replyname. 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
bodyis the one thing a consumer usually wants and the one thing not sent. This matches the family rule that nosupport.*payload carries message text; read it over the API. shortcutis unique per project, so it doubles as a stable handle for the snippet in a mirror, but it is optional and editable, so key onid.sort_orderis 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.
Ability to subscribe
A token needs this to subscribe an endpoint to the event.
Header Parameters
t=<unix seconds>,v1=<hex>: the HMAC-SHA256 of "<t>.<raw body>" under the endpoint's secret. Verify it before acting, and refuse a t more than 300 seconds from now. During a secret rotation a v0= signature under the previous secret may precede v1=.
The event's ULID, bare. The envelope's id is the same ULID prefixed evt_, so strip the prefix before comparing. Deduplicate on it: a retry carries the same id.
The event name, the same as the envelope's type.
Always application/json.
Always Subscriby-Webhooks/1.0.
Payload
JSONWhat Subscriby posts to your endpointapplication/json
The signed JSON envelope posted to your endpoint.
The envelope every event is delivered in.
Responses
2XXAny success status
Your endpoint acknowledged the delivery. Any 2xx status within 30 seconds marks it delivered; the response body is ignored.
defaultAny other status
Any other status, a connection failure, or no answer within 30 seconds counts as a failed attempt. The delivery is retried 8 times, after 10 seconds, 30 seconds, 2 minutes, 10 minutes, 1 hour, 6 hours, 1 day, 3 days; the last failure dead-letters it, and it can be retried from the dashboard or POST /v1/webhook-deliveries/{delivery}/retry. After 20 consecutive failures the endpoint is paused until it is resumed.
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