Answer Civitatis customer messages with AI drafts

1. Log in to the Civitatis provider panel; contact with customers and with the Civitatis booking department both happen there.
2. Open each unread conversation and find the booking it belongs to, to see the activity, date, start time and group size.
3. Write the answer by hand, copying the meeting point and conditions from the activity listing, and repeat for the next traveler.
4. Requests to change a date or cancel are not the supplier's call: Civitatis manages cancellations, and only private services can change date, through the contact form on the Civitatis website.
5. The pain is timing: questions arrive in the evening and on weekends, and an unanswered one the day before a tour turns into a no-show or a complaint.

Twice a day, read unread Civitatis messages, draft answers from the booking details and our meeting point notes, and show me the drafts before anything is sent.

1. 01

   Pick up only what is waiting

   list_messages with unread_only returns the threads that need an answer. The agent sorts them by the activity date of their booking, not by when they arrived, so tomorrow's travelers come first.

2. 02

   Read the booking behind each question

   get_booking gives the activity, date, start time and group size. A question about kids on a booking for two adults gets a different draft than one on a family booking, and a question about a tour that already happened is flagged instead of answered.

3. 03

   Answer from your notes, not from guesses

   Drafts use the meeting point and rules you give the agent once. When a question needs something the agent does not know, such as a rain decision or an exception for a dog, the draft says so and leaves the line for you.

4. 04

   Route date changes and refunds to Civitatis

   Travelers cannot move a booked date themselves, so a request to change day or get money back is drafted to the booking department with to set to civitatis, with the booking reference, and the traveler gets a short note that it was passed on.

5. 05

   Send only what you approved

   Each send_message call waits for your OK. You can edit a draft, approve a batch, or skip a thread so it stays unread in the panel.

5 unread threads, 4 drafts ready
CIV-702154 Sofia Lindqvist, bike tour Tue 10:00: meeting point question, answered from your notes
CIV-702201 Omar Haddad, cruise Sat 18:00: asks to bring a 5-year-old, draft says yes with child life jacket
CIV-701875 Julia Weber: wants to move to Sunday, draft to the Civitatis booking department
CIV-702230 Ken Sato: asks if the tour runs in heavy rain, left for you
Skipped: CIV-699120, tour was on 2 Oct, flagged as a possible complaint

• Civitatis says dates and start times are fixed by the supplier and cannot be changed by the traveler, except private services, which are requested through the Civitatis contact form.
• Under the Civitatis general conditions, a traveler with a complaint must first complain to the supplier who provided the service, and the provider panel is where suppliers manage complaints.
• Civitatis is not responsible for the weather in which a supplier runs an activity, and an activity carried out in bad weather counts as carried out correctly.
• Each Civitatis activity has its own cancellation policy, shown to the traveler in the activity description and in the confirmation email, and Civitatis manages the cancellations.

send_message asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Civitatis: general conditions of use (changes, complaints, weather) · Civitatis: provider FAQ (Spanish, panel functions)

curl https://cotlet.dev/api/v1/civitatis/send_message \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"booking_id":"bk_702154","to":"customer","body":"Hi Sofia, we meet at the fountain in Plaza Mayor at 9:50. Your guide Marta will hold a blue umbrella."}'

{
  "booking_id": "bk_702154",
  "to": "customer",
  "status": "sent",
  "sent_at": "2026-10-11T09:05:00+02:00"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the tool is civitatis_send_message. Example data.

• Close Civitatis tour dates or cut places when a guide is off
• Send guides a daily Civitatis booking list for tomorrow
• Request and reconcile your monthly Civitatis payment
• Civitatis API and MCP server: every tool
• All use cases