support.conversation.blocked
A creator silences a member's support messages.
When this fires
A creator blocks the member behind a support conversation:
- Dashboard: Block member in the thread's header menu in the support inbox.
- REST:
POST /v1/support/conversations/{conversation}/block. - MCP: the
block_support_contacttool.
It does not fire when:
- The conversation is already blocked. Blocking twice writes nothing the second time and emits nothing; the call is idempotent.
- A member is banned from the project. That is
member.banned, a different mechanism that removes access rather than silencing a thread. - The member's message is dropped because of rate limiting. Flood protection is automatic and raises no event.
A block lives on the conversation, not the member. It silences their support traffic only: the member keeps their subscription, their access and every other interaction with the bot, and they are given no indication that anything changed.
Caveats
- Blocking does not resolve the thread. Its
statusis whatever it was (open,pending,snoozedorresolved) and stays that way until someone changes it. If you keep a queue in sync, treat a blocked thread as one that will receive no new inbound messages, not as a closed one. - From this moment the member's messages are dropped at ingestion. No
support.message.receivedfires for them, and a blocked member's message cannot reopen a resolved thread, so nosupport.conversation.reopenedfires either. - The block is scoped to this thread. There is one conversation per member per channel, so a member who also writes in over another channel has a separate thread with its own block state.
- The member's history is untouched. Every message they sent before the block stays readable over the API and in the dashboard.
Related events
support.conversation.unblocked: the block is lifted.support.message.received: what stops arriving for this member while the block is in place.member.banned: removing a member's access, which is not what a block does.
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.
How is this guide?
Last updated on