# conversation.user.replied (/webhooks/events/conversation-user-replied)

Fires when a customer (end-user) replies in a conversation. Together with [`conversation.agent.replied`](/webhooks/events/conversation-agent-replied), this lets you compute metrics like first-response time in your own systems.

The payload carries the message that was sent as a `conversation_message` object — the same shape as `conversation.agent.replied`, with the author being the customer.

{/* TODO: No sample payload was available for this event; the example below mirrors conversation.agent.replied with author.type "user". Verify the actual author.type value and shape with engineering before publishing. */}

For the envelope fields, see [The webhook request](/webhooks#the-webhook-request).

## Example payload

```json
{
  "id": "evt_019f419a2b117ed38e8cac718ac4c2f1",
  "eventType": "conversation.user.replied",
  "timestamp": "2026-07-08T11:58:12.412Z",
  "accountId": "1001",
  "payload": {
    "conversation_message": {
      "id": "55178",
      "body_html": "<p>Any update on this? It's blocking our deploys.</p>",
      "body_text": "Any update on this? It's blocking our deploys.",
      "attachments": [],
      "author": {
        "id": 4254695,
        "name": "Jordan Rivera",
        "email": "jordan@example.com",
        "phone": null,
        "type": "user"
      },
      "sent_at": 1783511892,
      "conversation_id": "18",
      "brand_id": 5182,
      "account_id": 1001
    }
  },
  "webhookMetadata": {
    "webhookTargetId": "35",
    "deliveryAttemptId": "019f419a2b4477cf8257a08cc5aae078",
    "deliveryAttemptNumber": 1
  }
}
```

## Payload fields

| Field                  | Type   | Description                                                                                                                                                                                                      |
| ---------------------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversation_message` | object | The message the customer sent. See the field reference on [`conversation.agent.replied`](/webhooks/events/conversation-agent-replied#the-conversation_message-object). The `author` is the customer who replied. |

## Related events

* [`conversation.agent.replied`](/webhooks/events/conversation-agent-replied) — an agent replies
* [`conversation.created`](/webhooks/events/conversation-created) — a new conversation is created