Send reply
Reply to the customer of a conversation and set its status.
MCP tool help_scout_write → send_reply
write Confirm
Sends a reply from your account, as the Reply editor does, and the customer gets it by email. Status sets the conversation state when the reply goes out (active, pending or closed); without it Help Scout applies the inbox default. assign_to hands the conversation to a teammate at the same moment, and cc and bcc add recipients. Returns the new thread and the final status. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| conversation_id integer required | integer | Conversation number from search_conversations. |
| text string required | string | Reply body, plain text or simple HTML. |
| status enum | enum | active, pending or closed. Default: the inbox default. |
| assign_to string | string | Teammate's name or email. Light Users cannot be assigned conversations. |
| cc array | array | Email addresses to copy. |
| bcc array | array | Email addresses to blind copy. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "help_scout_write",
"arguments": {
"operation": "send_reply",
"arguments": {
"conversation_id": 48213,
"text": "Hi Lena, you can add a teammate under Manage > Users. Here is the step-by-step guide: https://docs.example.com/article/12-add-and-remove-users. Tell me if anything looks different on your side.",
"status": "pending"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"conversation_id": 48213,
"thread_id": 903311,
"sent_to": "lena@example.com",
"status": "pending",
"assignee": null
},
"isError": false
}