Reply to conversation
Send a reply to the customer on the channel of the last message.
MCP tool kustomer_write → reply_to_conversation
write Confirm
Sends a reply in the conversation, which reaches the customer on the channel of the last message. A reply is limited to 10,240 characters on email and chat, 1,600 on text/SMS and 2,000 on Facebook DM, and the call fails with the limit if your text is longer. The conversation status is not changed, so use snooze_conversation or mark_conversation_done after it. 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 search_conversations. |
| body string required | string | Reply text, sent to the customer. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "kustomer_write",
"arguments": {
"operation": "reply_to_conversation",
"arguments": {
"conversation_id": "6718d2e4a1b2c3d4e5f60733",
"body": "Hi Dana, just checking in. To fix the export we still need the order number from your confirmation email. Reply here when you have it."
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"conversation_id": "6718d2e4a1b2c3d4e5f60733",
"message_id": "6720b1c7a1b2c3d4e5f60844",
"channel": "email",
"direction": "out",
"status": "snoozed",
"created_at": "2026-10-17T09:00:00Z"
},
"isError": false
}