Reply to customer
Send a reply to the customer in a Conversation, on the Channel the Conversation uses.
MCP tool gladly_write → reply_to_customer
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. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "gladly_write",
"arguments": {
"operation": "reply_to_customer",
"arguments": {
"conversation_id": "conversation_8c41d2",
"body": "body"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"item_id": "ybP4szYCSy6LdV4DNwEd6g",
"conversation_id": "HXRqKC5GSV-jAlq0-sxYTA",
"channel": "email",
"sent_at": "2026-10-20T09:31:00Z"
},
"isError": false
}