support.message.received
A member sends a message into a support conversation.
When this fires
Every time a member sends an inbound message that lands in the support inbox, including the very first one, which also raises support.conversation.opened.
This is the workhorse of the family. If you are routing member questions into a helpdesk, an ops channel or an on-call rota, this is the event to subscribe to.
It does not fire when:
- The text was a recognised bot command, or an answer the bot was waiting for mid-setup.
- The member is blocked. Their messages are dropped without a trace in the inbox.
- The member has tripped the inbound rate limit. Excess messages are dropped silently rather than queued.
- The member edited an earlier message. The stored message is updated in place and no new event fires.
The message body is not in the payload. Webhook deliveries are logged and retried, and member text does not belong in a delivery log. Fetch it with the conversation messages endpoint.
Caveats
- No body, no name, no file ids. Everything human-readable is behind the API on purpose. Platform file ids are effectively credentials for downloading the file and are never sent in a webhook.
- An album (several photos sent together) arrives as one event per part, each with its own
message_id. They share amedia_group_idvisible through the API, not in the payload. - A captioned photo has
type: "photo", and the caption is the message body; it is not a separate text message. - A caption that starts with
/is parsed as a bot command upstream and never reaches the inbox.
Related events
support.conversation.opened: fires alongside on the member's first message.support.message.sent: your side of the exchange.support.conversation.reopened: fires alongside when the message revives a resolved thread.
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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