[Cotlet](https://cotlet.dev/index.md) · [Integrations](https://cotlet.dev/integrations.md) · [How it works](https://cotlet.dev/how-it-works.md) · [Use cases](https://cotlet.dev/use-cases.md) · [Security](https://cotlet.dev/security.md) · [For developers](https://cotlet.dev/for-developers.md) · [For automation agencies](https://cotlet.dev/for-agencies.md) · [Blog](https://cotlet.dev/blog.md) · [API docs](https://cotlet.dev/docs.md) · [Help center](https://cotlet.dev/help.md) · [Changelog](https://cotlet.dev/changelog.md) · [Contact](https://cotlet.dev/contact.md) · [Pricing](https://cotlet.dev/pricing.md) · [Sign up](https://cotlet.dev/signup)

# Answer new JivoChat chats from the Inbox with AI

> Accept new JivoChat chats and reply with your own quick phrases before a visitor leaves. Refunds and complaints stay with you. Hosted.

Source: https://cotlet.dev/integrations/jivochat-api-mcp-server/answer-new-chats-from-inbox

A visitor writes in your site widget, the chat lands in the JivoChat Inbox, and nobody accepts it for ten minutes because the one agent on shift is busy. The visitor leaves.

Cotlet does it in your own JivoChat account with list\_chats, get\_chat, list\_quick\_phrases, accept\_chat and reply\_to\_chat, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=jivochat) [All JivoChat tools](https://cotlet.dev/integrations/jivochat-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can JivoChat do this on its own?

JivoChat offers no API to read the Inbox or accept a chat (checked 20 Oct 2026). The Bot API can answer chats that JivoChat hands to a chatbot provider, and the Chat API connects your own channel. Neither works the Inbox of your human agents. Zapier offers one trigger, New Chat Finished, which fires after a chat is over.

## How you do it in JivoChat today

1. New chats appear in the Inbox tab of the Contact Center, in the upper left corner of the app. An agent clicks a chat to accept it or reject it.
2. A rejected chat only hides its notification for a while. It comes back and keeps reappearing until one of the available agents accepts it.
3. After accepting, the chat moves to My dialogs. The agent reads the log, then types a reply or types / to pick a quick phrase by its shortcut tag.
4. Quick phrases are added once through the .. icon in a conversation, with a shortcut tag that starts with /, and every operator of the account shares them.
5. Offline messages left through the offline form also wait in the Inbox, and the team gets an email at the address set under Manage > Channels > Settings > Notifications.
6. The Inbox is only as fast as the person watching it. When nobody is online, chats sit there, and a visitor who has gone is hard to win back.

## How to answer new JivoChat chats from the Inbox with AI

Prompt

```
Look at the JivoChat Inbox. For each new chat, accept it and reply with the matching quick phrase if there is one. Leave anything about refunds or complaints for me and tell me why.
```

1. 01  
### List what is waiting  
Your agent runs list\_chats on the inbox tab and follows next\_cursor to the end. Chats that came from the offline form are listed with the rest, so they are not missed.
2. 02  
### Read the whole chat  
get\_chat returns every message and the client card. A visitor who already got a bot reply is read in context, and a returning client is recognised by the client details.
3. 03  
### Match your own wording  
list\_quick\_phrases gives the phrases your team wrote. The agent picks a phrase only when the question fits its text, and writes a short reply of its own when none fits, in the tone of your phrases.
4. 04  
### Triage what it should not answer  
A chat about a refund, a complaint, a legal threat or an order the agent cannot see is left in the Inbox untouched, with a one-line reason in the report. Nothing is accepted for it, so another agent still sees it.
5. 05  
### Accept, then reply  
accept\_chat runs first, so the visitor sees an agent. reply\_to\_chat then sends the text. Both ask for your OK per call until you switch confirmation off for them, and a chat another agent accepted in the meantime is skipped.

### What you get back

Example data

```
New chats in the Inbox: 5
Accepted and answered 3:
- Dana Whitfield: stock question, replied with /stock
- Visitor from Lisbon: offline message, replied with /callback
Left for you 2:
- Order 4412: wants a refund
- Marcus Hale: angry about a late parcel
```

### Other ways to ask

- Every 15 minutes, accept chats that have waited more than 5 minutes and greet the client with a short hello.
- Answer only offline messages from yesterday and ask each visitor for a phone number and a good time.
- List the Inbox with a proposed reply for each chat in this window, and send nothing.

## What JivoChat allows, and what to know first

- JivoChat counts a chat as missed when no online agent accepted it and 15 minutes passed after the client left the website, or when all agents logged out while chats were still waiting.
- JivoChat treats the Away status as offline, so a chat that arrives while every agent is away goes through the offline form instead of a live conversation.
- Quick phrases are shared by all operators of the account, so a phrase an agent adds or edits changes for everyone.
- An offline-form email address takes up to 5 addresses in the notification settings, and JivoChat recommends answering offline messages in the app so the history stays in one place.

accept\_chat and reply\_to\_chat ask for your OK by default. To run it on a schedule without you, switch confirmation off for those tools in your dashboard.

Sources: [JivoChat Help: Working with messages in JivoChat](https://www.jivochat.com/help/agentapp/contact-center.html) · [JivoChat Help: How to add quick phrases to JivoChat](https://www.jivochat.com/help/agentapp/quick-phrases.html) · [JivoChat Help: How to configure and use the offline form](https://www.jivochat.com/help/settings/offline-form.html) · [JivoChat Help: How to generate an aggregate report](https://www.jivochat.com/help/functions/how-to-generate-aggregate-report.html)

## Call reply\_to\_chat from a script

curl

```
curl -X POST https://cotlet.dev/api/v1/jivochat/chats/6f1a2b3c/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"text":"Yes, it is in stock and ships within one business day."}'
```

Example response

```
{
"chat_id": "6f1a2b3c",
"message_id": "m_5d21",
"status": "sent",
"sent_at": "2026-10-19T09:44:10Z"
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is jivochat\_write → reply\_to\_chat. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/jivochat-api-mcp-server.md#automations)

## JivoChat tools this automation uses

__Cotlet JivoChat tools used to answer new JivoChat chats from the Inbox with AI__
| Tool | Parameters |
| -------------------- | ------------------ |
| list\_chats | tab, query, cursor |
| get\_chat | chat\_id |
| list\_quick\_phrases | none |
| accept\_chat | chat\_id |
| reply\_to\_chat | chat\_id, text |

[All 13 JivoChat tools with descriptions](https://cotlet.dev/integrations/jivochat-api-mcp-server.md#tools)

## Frequently asked questions

### Will the visitor know an AI wrote the reply?

The message goes out under your agent name, like any message you type. Your quick phrases set the wording, and with confirmation on you read each reply before it is sent.

### Is it safe to connect JivoChat to Cotlet?

Yes. You sign in to JivoChat yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get JivoChat 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.

## More JivoChat automations

- [Merge duplicate JivoChat clients](https://cotlet.dev/integrations/jivochat-api-mcp-server/merge-duplicate-clients.md)
- [Weekly JivoChat missed chats and agent report](https://cotlet.dev/integrations/jivochat-api-mcp-server/weekly-missed-chats-report.md)
- [JivoChat API and MCP server: every tool](https://cotlet.dev/integrations/jivochat-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to JivoChat.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with JivoChat.

[Sign up free](https://cotlet.dev/app/signup?app=jivochat)

---

Give your AI agents your signed-in browser.

**Product:** [Integrations](https://cotlet.dev/integrations.md) · [Use cases](https://cotlet.dev/use-cases.md) · [How it works](https://cotlet.dev/how-it-works.md) · [Pricing](https://cotlet.dev/pricing.md) · [Security](https://cotlet.dev/security.md)

**Resources:** [Blog](https://cotlet.dev/blog.md) · [API docs](https://cotlet.dev/docs.md) · [Help center](https://cotlet.dev/help.md) · [Changelog](https://cotlet.dev/changelog.md) · [GitHub](https://github.com/cotletdev/cotlet)

**Solutions:** [For developers](https://cotlet.dev/for-developers.md) · [For automation agencies](https://cotlet.dev/for-agencies.md)

**Company:** [About](https://cotlet.dev/about.md) · [AI info: company facts](https://cotlet.dev/ai-info.md) · [Contact](https://cotlet.dev/contact.md)

**Legal:** [Terms of service](https://cotlet.dev/terms) · [Privacy policy](https://cotlet.dev/privacy) · [Refund policy](https://cotlet.dev/refunds) · [Acceptable use](https://cotlet.dev/acceptable-use) · [Cookie policy](https://cotlet.dev/cookies) · [DPA](https://cotlet.dev/dpa) · [Subprocessors](https://cotlet.dev/subprocessors)

**Elsewhere:** [Status page](https://status.cotlet.dev) · [Cotlet on GitHub](https://github.com/cotletdev) · [Cotlet on X](https://x.com/cotletdev) · [Cotlet on LinkedIn](https://www.linkedin.com/company/cotletdev) · [Cotlet on Product Hunt](https://www.producthunt.com/products/cotlet) · [Cotlet on Crunchbase](https://www.crunchbase.com/organization/cotlet) · [Cotlet on SaaSHub](https://www.saashub.com/cotlet)

Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.