Send reply
Send a text reply to the customer in a conversation.
MCP tool freshchat_write → send_reply
write Confirm
Posts one text message to the customer in the conversation, as the signed-in agent. It sends text only: images and files are not uploaded. A sent message cannot be deleted through Cotlet. Read the conversation with get_conversation right before, so you do not answer a chat a colleague already answered. 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_conversations. |
| body string required | string | Text of the reply. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "freshchat_write",
"arguments": {
"operation": "send_reply",
"arguments": {
"conversation_id": "e2a7c4b1-8d3f-4e59-b6a0-1f9c3d5e7a82",
"body": "Hi Priya, to change your password open Settings, choose Security and click Reset password. Tell me if the email does not arrive."
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"message_id": "3f6a8c1d-7e2b-4d95-a0c4-6b1e9d2f5a78",
"conversation_id": "e2a7c4b1-8d3f-4e59-b6a0-1f9c3d5e7a82",
"status": "sent",
"sent_at": "2026-10-22T07:31:00Z"
},
"isError": false
}