support.message.sent
A reply to a member is recorded and queued for delivery.
When this fires
A creator or team member replies to a member, from any surface: the dashboard inbox, the relay DM on the connector, the REST API, or the reply_support_conversation MCP tool.
It does not fire when:
- The reply was recorded as an internal note. Notes are private remarks for your team, are never delivered to the member, and raise no event.
- An automated acknowledgement goes out. The project's auto-reply is a system message, not a creator reply.
This fires when the reply is recorded and queued, not when the member receives it. Delivery happens on a queue and can still fail; a member who has blocked the bot is unreachable. Read
delivery_statusfrom the support API for the outcome.
Caveats
- The payload does not say who replied. Read
author_user_idfrom the conversation messages endpoint if you need to attribute it to a specific team member. - The member sees the reply prefixed with the project's support name, so it reads as coming from a person rather than from the bot. That prefix is added at delivery and is not part of the stored body.
- Pairing this with
support.message.receivedgives you first-response time. The conversation's ownfirst_response_atis stamped only once, on the first human reply, which is the more reliable SLA measure.
Related events
support.message.received: the member's side.support.conversation.resolved: usually the next step after a reply.
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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