conversation.user.replied
Fires when a customer replies in a SparrowDesk conversation
Fires when a customer (end-user) replies in a conversation. Together with 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.
For the envelope fields, see The webhook request.
Example payload
{
"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": "[email protected]",
"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. The author is the customer who replied. |
Related events
conversation.agent.replied— an agent repliesconversation.created— a new conversation is created