Reply to customer
Send a reply to the customer, or save it as a draft for you to send.
MCP tool freescout_write → reply_to_customer
write Confirm
Writes a reply under your name. With draft set to true the text is saved in FreeScout as a draft, nothing leaves FreeScout, and you finish it with Edit Draft. Without draft the email goes to the customer at once. status_after sets the status once the reply is sent, like the Send dropdown. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| conversation_id integer required | integer | Conversation ID from list_conversations or get_conversation. It is not the #number shown in the list. |
| body string required | string | Text of the reply. |
| draft boolean | boolean | true saves a draft and sends nothing. Default false. |
| status_after string | string | active, pending or closed. Leave out to keep what the Send dropdown shows by default. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "freescout_write",
"arguments": {
"operation": "reply_to_customer",
"arguments": {
"conversation_id": 4821,
"body": "Hi Lena, thanks for flagging this. The VAT number on your October invoice is a template error on our side. A corrected invoice is on its way today.",
"draft": true
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"conversation_id": 4821,
"thread_type": "message",
"state": "draft",
"url": "https://support.yourcompany.com/conversation/4821"
},
"isError": false
}