Correct or remove a message

Edit a message to correct its body, or delete it to remove its content from the conversation. An edit saves the previous body as a revision. Deletion leaves an empty placeholder and removes the revisions.

Before you start

• A message id of your product. Read one back with support_message_get or support_message_list.
• The identity that created the message, for the two operations that act only on your own. Ownership is the Lepsto identity Support recorded when the message was written — not authorAgentId and not authorExternalId, which are values the caller passed in.
• Admin rights on the product, for the two admin operations.

MCP calls use the authorizing identity’s permissions. Use a product-scoped token with write access for your own-message operations and admin access for the admin operations below. Replace 456ae172… in the examples with your full message id.

Who may use which tool

Messages created before creator identities were recorded, and messages submitted through the public HTTP API, have no creator identity. They cannot be edited. An admin can remove them with support_message_delete_any.

All four operations require the authenticated API; none accepts a product public key.

Edit a message you posted

1. Call support_message_update with the message id and the replacement body.

   {
     "id": "456ae172…",
     "body": "Thanks for the report. Which browser are you on?"
   }

2. Read the result. body is the new text and editedAt carries the moment of the edit.

body replaces the text verbatim and allows at most 50,000 characters. An empty string is accepted only when the message already has an uploaded attachment. Without one, the operation returns 400 message_needs_body_or_attachment.

An edit leaves direction, visibility, authorship, attachments, and the thread’s lastReplyAt unchanged. Resending the existing body is a no-op: it creates no revision, timestamp change, or event.

Check these failures before retrying:

Check the result. Read the message back with support_message_get. body is the new text and editedAt is no longer null.

Remove a message

1. Call support_message_delete for a message your identity wrote, or support_message_delete_any for any message of the product.

   { "id": "456ae172…" }

2. Read the result. deletedAt is set, body is "" and attachments is [].

Deletion keeps a placeholder and makes these changes together:

• body becomes "";
• attachments becomes [], and those files are no longer served;
• deletedAt is set, with the identity that deleted it;
• every revision of the message is destroyed in the same transaction, so a deleted body does not survive in the edit history.

Deleting a message that is already deleted succeeds again and publishes no second event. Deleting does not change the thread’s status.

Deleting a public message recalculates the thread’s lastReplyAt in the same transaction: it becomes the creation time of the newest public message that is not deleted, or null if none are left.

support_message_delete returns 403 for a message another identity created. With admin access, support_message_delete_any can remove any product message, including inbound and unowned messages.

Check the result. List the conversation with support_message_list. The message is still there, with body: "", attachments: [] and a deletedAt timestamp.

Render a deleted or edited message

Keep deleted messages in their conversation position and show a placeholder such as “Message removed”. Use editedAt to label edited messages.

support_message_get and support_message_list return the same message shape. Webhooks identify the changed message so you can read its current state.

Read the edit history

1. With admin access, call support_message_revisions_list with the message id.
2. Read revisions newest first. Each contains a previous body, the identity that replaced it, and the time of replacement.

{ "id": "456ae172…" }

Check the result. An unedited message has no revisions. After an edit, its previous body is listed; after deletion, the list is empty because deletion removes every revision.

What your integration hears

A public-message edit emits support.message.updated; deletion emits support.message.deleted. Both apply to either direction and either author type, and neither includes message bodies. The deletion event adds scope: "own" or scope: "any" to identify the delete operation. Internal notes emit neither event. See Receive Support events.

Where to go next

• Threads and messages: what a message carries in the first place.
• Receive Support events: the payloads these two events send.
• Tools, SDK and errors: every tool named here, and how it is called.