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.

Ability to subscribe

support-conversation:view

A token needs this to subscribe an endpoint to the event.

Header Parameters

SB-Signature*string

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=.

SB-Event-Id*string

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.

SB-Event-Name*string

The event name, the same as the envelope's type.

Content-Type*string

Always application/json.

User-Agent*string

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.

id*string

A ULID unique to the event, prefixed evt_. Every retry carries the same id, so it is the key to deduplicate on.

type*"support.canned_reply.updated"

The event name, always support.canned_reply.updated here.

Value in

"support.canned_reply.updated"

created_at*string

When the event was emitted, server time, ISO 8601.

Formatdate-time

api_version*string

The contract version of the payload shape, 2026-05-01 today. A breaking change to a shape ships under a new version.

project_id*|

The project the event belongs to; null for team-scoped and billing events.

Formatuuid

data*

The event-specific payload. Keys that do not apply to a given emission are omitted rather than sent as null, so check for presence.

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.

Delivery to your endpoint

Subscriby sends this event as one HTTP request to every endpoint subscribed to it.

POSThttps://example.com/webhooks/subscribyyour endpoint URL

Headers

SB-Signature: t=1758636300,v1=5f1c…
SB-Event-Id: 01HXDELIVERY000000000TST
SB-Event-Name: support.canned_reply.updated
Content-Type: application/json
User-Agent: Subscriby-Webhooks/1.0

Body

{  "id": "evt_01HX...",  "type": "support.canned_reply.updated",  "created_at": "2026-09-06T09:45:00Z",  "api_version": "2026-05-01",  "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",  "data": {    "canned_reply": {      "id": "c2f8e6a1-7d34-4b9e-a05c-3e1f9b7d2a68",      "title": "Opening hours",      "shortcut": "open",      "sort_order": 1    },    "changes": {      "shortcut": {        "from": "hours",        "to": "open"      }    },    "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13"  }}

Type definitions

The shapes above as types, ready to paste into your client.

export interface Body {  id: string;  type: "support.canned_reply.updated";  created_at: string;  api_version: string;  project_id: string | null;  data: Data;}export interface Data {  canned_reply: CannedReply;  changes: Changes;  project_id: string;}export interface CannedReply {  id: string;  title: string;  shortcut: string | null;  sort_order: number;}export interface Changes {  title?: Title;  body?: Body2;  shortcut?: Shortcut;  sort_order?: SortOrder;}export interface Title {  from: string;  to: string;}export interface Body2 {  from: string;  to: string;}export interface Shortcut {  from: string | null;  to: string | null;}export interface SortOrder {  from: number;  to: number;}

When it arrives

Verify the signatureCheck the SB-Signature header before trusting anything in the body.Answer 2xx within 30 secondsAny other answer, or none, and Subscriby retries the delivery.

De-duplicate on SB-Event-IdA retry carries the same id as the first attempt.