Gladly logo Gladly automation · runs daily

Close resolved Gladly conversations

Emails you answered days ago stay in Waiting until someone closes them, so the Waiting tab fills with finished work.

Cotlet does it in your own Gladly account with list_conversations, get_conversation, add_note and close_conversation, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Gladly do this on its own?

Gladly moves a Conversation to Closed when an Agent clicks Close or Close & Next, and closes abandoned calls on its own (checked 20 Oct 2026). Replied emails stay in Waiting until someone acts. The REST API can set a Conversation to closed, but there is no rule in Gladly that closes Waiting Conversations after a quiet period, and no MCP server.

How you do it in Gladly today

  1. Administrators and Team Managers click the Waiting status tab on the home page.
  2. Open each Conversation and check whether the customer replied after your last message.
  3. Click Close & Next to close it and get the next Customer, or the up and down carets to choose Close alone.
  4. If there was no reply to the Customer, Gladly asks you to confirm closing without a reply.
  5. A Conversation closed too early can be opened again with Reopen a Closed Conversation, so the check repeats for every single one.

How to close resolved Gladly conversations

Prompt

Look at the Waiting conversations in the Email Inbox. Close the ones where the customer has not written back in the last 3 days and say how many you closed.
  1. 01

    List the Waiting queue

    list_conversations with status waiting returns the replied emails, ended chats and ended calls that were not closed. Only Administrators and Team Managers see this tab.

  2. 02

    Check the quiet period

    get_conversation returns the timeline. The agent compares the date of the last customer item with your cut-off and skips any Conversation where the customer wrote last.

  3. 03

    Leave a note first

    add_note records "Closed after 3 days without a reply" on the timeline. Notes cannot be edited, and only Administrators can delete them, so this call asks for your OK.

  4. 04

    Close

    close_conversation closes the Conversation. It asks for your OK, because a reply may still be pending on a phone call, and Gladly does not allow closing during an active call.

  5. 05

    Report what stayed open

    Conversations with a recent customer message or an active call stay in Waiting and are listed with the reason.

What you get back

Example data

Waiting in Email Inbox: 31
Closed 22, each with a note
Stayed open 9:
- Ola Berg: customer replied yesterday
- Dana Reyes: call in progress
Oldest closed: 12 days without a reply

Other ways to ask

  • Close Waiting conversations older than 7 days and add no note.
  • List what would be closed, but change nothing, so I can review it first.
  • Every Friday, close Waiting chats from this week and send me the count.

What Gladly allows, and what to know first

  • Gladly shows Conversations as Waiting after an email reply, an ended chat or an ended call, before they are closed.
  • Gladly cannot close a Conversation while a phone call is active.
  • Closing a Conversation without a reply to the Customer asks for confirmation in the Gladly app.
  • A closed Conversation can be opened again, and Gladly has a Reopen a Closed Conversation help page for it.
  • Gladly Notes are internal, cannot be edited, and only Administrators can delete them.

add_note and close_conversation ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: Gladly Help: Close a Conversation · Gladly Help: Conversation Status (New, Open, Waiting, Closed) · Gladly Help: Why can't I close a Conversation? · Gladly Help: Add a Note to a Conversation

Call close_conversation from a script

curl

curl -X POST https://cotlet.dev/api/v1/gladly/conversations/ZbT9m2QxR7iKd4WnHq0LpA/close \
  -H "Authorization: Bearer $COTLET_API_KEY"

Example response

{
  "conversation_id": "ZbT9m2QxR7iKd4WnHq0LpA",
  "status": "closed"
}

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

Schedule it in n8n, Make, Zapier or cron

Gladly tools this automation uses

Cotlet Gladly tools used to close resolved Gladly conversations
Tool Parameters
list_conversations status, inbox_id, cursor
get_conversation conversation_id
add_note conversation_id, body
close_conversation conversation_id
All 13 Gladly tools with descriptions

Frequently asked questions

Does the customer get a message when the agent closes the conversation?

No. Closing only changes the status in Gladly. If the customer writes again, the conversation can reach your team again; how long a closed conversation can reopen depends on your Conversation Reopen Window setting.

Is it safe to connect Gladly to Cotlet?

Yes. You sign in to Gladly yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Gladly once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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