Triage new Chatwoot conversations with AI

1. An agent filters the conversation list with the filter icon at the top, using Conversation Status, Agent Assigned, Inbox, Team or Labels, and opens each conversation to read it.
2. In the conversation actions panel on the right, the agent sets the Assignee or the Team, clicks Add Label to pick or create a label, and sets a priority in the sidebar or with Cmd+K and "Assign priority".
3. To record why, the agent switches the composer from Reply to Private Note, types the note and clicks Send. The composer turns yellow, and only the team sees the note.
4. Admins can build rules under Settings > Automation with an event such as Conversation created, conditions and actions like Assign a team and Add a label.
5. Auto assignment divides new conversations evenly among available agents, and when nobody is available they stay Unassigned. The reading and sorting repeat every morning, so triage is the first thing to slip when the inbox is busy.

Go through unassigned open Chatwoot conversations. Add the label that fits (billing, bug or how-to), set the priority from what the customer wrote, assign billing to the Billing team, and leave a one-line private note with the reason. Leave unclear ones for me.

1. 01

   Collect what is unassigned

   list_conversations runs with status open and assignee unassigned, and follows the pages until has_more is false, so a Monday backlog is triaged as one batch and not only its first page.

2. 02

   Learn your vocabulary

   list_labels and list_teams run once. Your rule ("billing questions go to the Billing team") is matched to a label and a team that exist. A rule that names a missing label or team is reported, not guessed, because labels are created in Settings > Labels.

3. 03

   Read before judging

   get_conversation brings the whole thread, so the label and priority come from what the customer wrote and not from the subject line alone. Private notes are read as team context, never as the customer's words.

4. 04

   Set the fields

   add_labels, set_priority and assign_conversation run on the clear cases. Chatwoot has four fixed priorities, and Urgent is set only when your rule names it. None of the three asks for your OK, because each is undone with one call.

5. 05

   Leave the reason

   add_private_note writes one line per conversation on why it got that label, priority and team, so the agent who opens it sees the logic and can overrule it. Each note waits for your OK by default.

6. 06

   Skip what moved

   Right before writing, the agent reads the conversation again. One that a colleague assigned in the meantime is logged as handled and left alone.

Unassigned open conversations read: 14
Triaged 11:
- 4 to Billing, priority high (double charge, refund requests)
- 3 labeled bug, priority medium (login errors with a screenshot)
- 4 labeled how-to, priority low
Left for you 3:
- #1855 threatens a chargeback
- #1857 is in a language no rule covers
- #1860 asks for a call

curl -X POST https://cotlet.dev/api/v1/chatwoot/conversations/1842/labels \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"labels":["billing","refund"]}'

{
  "conversation_id": 1842,
  "labels": [
    "billing",
    "refund"
  ],
  "added": [
    "billing",
    "refund"
  ]
}

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

• Reply to Chatwoot questions from canned responses
• Snooze or resolve stale Chatwoot conversations
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