Reply to customer
Send a reply to the customer in a Conversation, on the Channel the Conversation uses.
POST https://cotlet.dev/api/v1/gladly/conversations/{conversation_id}/customer/replies
write Confirm
Writes in the composer of the Conversation and sends. The reply goes out on the Channel of the Conversation, for example email or SMS, as the signed-in Agent. If no Agent has the Conversation, it becomes yours. Returns the item ID and the time. The customer reads it, so there is no undo. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| conversation_id string required | string | Conversation ID from list_my_customers, list_conversations or get_customer. |
| body string required | string | Text of the reply. |
Request
curl -X POST https://cotlet.dev/api/v1/gladly/conversations/conversation_8c41d2/customer/replies \
-H "Authorization: Bearer $COTLET_API_KEY" \
-H "Content-Type: application/json" \
-d '{"body":"body"}'result = client.call("gladly", "reply_to_customer", {"conversation_id":"conversation_8c41d2","body":"body"})const result = await cotlet.call('gladly', 'reply_to_customer', {"conversation_id":"conversation_8c41d2","body":"body"});cotlet call gladly reply_to_customer --data '{"conversation_id":"conversation_8c41d2","body":"body"}'Example response
{
"item_id": "ybP4szYCSy6LdV4DNwEd6g",
"conversation_id": "HXRqKC5GSV-jAlq0-sxYTA",
"channel": "email",
"sent_at": "2026-10-20T09:31:00Z"
}