Reply to Chatwoot questions from canned responses

1. An admin or any agent creates a canned response under Settings > Canned Responses > Add canned response, with a Short Code of at least 2 characters and the Content.
2. In a conversation, the agent types / in the reply editor, picks a response from the list or types its short code, and presses Enter to fill the reply box.
3. Variables such as {{contact.first_name}} and {{agent.name}} are replaced when the response is inserted. A missing value becomes blank, so the agent checks the greeting.
4. The agent edits the text if needed, attaches any image by hand, because inline images are not part of a canned response, and clicks Send.
5. This repeats for every common question, and it is easy to miss a conversation that is open but waiting on us.

Find open Chatwoot conversations where the customer wrote last and the question matches one of my canned responses. Send that response with the customer's first name filled in. If nothing fits, leave the conversation for me.

1. 01

   Load your responses

   list_canned_responses runs once and returns each short code with its content. Your agent matches questions only to responses that exist, and never writes an answer your team did not approve.

2. 02

   Find conversations that wait on you

   list_conversations runs with status open. The agent keeps those where last_message.sender is contact, so a conversation where your team already answered is left alone.

3. 03

   Match by meaning

   get_conversation brings the thread. A question that clearly matches one response goes forward. Refunds, complaints and anything not in your canned responses are listed for you.

4. 04

   Fill in the variables

   send_reply sends the text as written, so the agent replaces {{contact.first_name}} and similar variables itself from the conversation. When the first name is missing, the greeting is dropped instead of sent blank.

5. 05

   Send once

   send_reply goes out once per conversation through the channel of its inbox. Each reply waits for your OK until you switch confirmation off for send_reply.

6. 06

   Stop on new activity

   Right before sending, the agent reads the conversation again. If a colleague replied in the meantime, the agent skips it, so the customer never gets two answers.

Open conversations waiting on us: 17
Replied 9, e.g. #1851 Priya Nair: password reset steps (reset-password)
Left for you 8:
- #1853 refund request
- #1856 no canned response fits
- #1859 customer is angry and wrote three times

curl -X POST https://cotlet.dev/api/v1/chatwoot/conversations/1851/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Priya, you can reset your password from the sign-in page: choose Forgot your password and follow the link in the email. Tell us if it does not arrive."}'

{
  "message_id": 90412,
  "conversation_id": 1851,
  "private": false,
  "status": "sent",
  "created_at": "2026-10-22T07:20:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is chatwoot_write → send_reply. Example data.

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