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# Answer unassigned LiveChat chats from the offline hours

> Work the LiveChat Unassigned chats list each morning: reuse a canned response when one fits, ask for missing details, and flag billing for a human.

Source: https://cotlet.dev/integrations/livechat-api-mcp-server/answer-unassigned-chats

Overnight, messages from Messenger, WhatsApp or the widget land in the Unassigned chats list, and the first agent in the morning reads and answers them one by one before the day's live queue starts.

Cotlet does it in your own LiveChat (Text) account with list\_chats, get\_chat, list\_canned\_responses and send\_message, called by your AI agent, an n8n workflow or a script.

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

Hosted · nothing to install or maintain

## Can LiveChat (Text) do this on its own?

LiveChat lists unassigned chats in the Chats section and leaves the answering to an agent (checked 17 Oct 2026). The official MCP has no tool for live chats and cannot send. The Agent Chat API has list\_chats and send\_event, which you wire to a token or an OAuth app yourself. The Zapier app has no action to send a message.

## How you do it in LiveChat (Text) today

1. In the Chats section, an agent opens the Unassigned chats list, where messages sent while the team is offline wait.
2. Those chats come from Messenger, WhatsApp, Twilio, Apple Business Chat, or from a widget whose availability is set to always.
3. The agent opens a chat, reads the message and types the answer, using # plus a shortcut for a canned response, which needs the Team, Business or Enterprise plan.
4. The agent repeats this for each customer in the list.

## How to answer unassigned LiveChat chats from the offline hours

Prompt

```
Read the Unassigned chats in LiveChat. For each one, answer with a canned response if one fits, otherwise write a short reply that asks for the missing detail. List anything about billing for me.
```

1. 01  
### Take the unassigned list  
list\_chats runs with list set to unassigned and returns each waiting chat with its channel and the customer's last message.
2. 02  
### Read the whole message  
get\_chat returns the full transcript, so a customer who wrote three lines on WhatsApp is answered once, in context.
3. 03  
### Match a canned response  
list\_canned\_responses returns your shared and private responses with their shortcuts. If one answers the question, the agent uses its text and fills in the customer's name where the response has %customer-name%.
4. 04  
### Send or hold  
send\_message sends one reply per chat and waits for your OK by default. Billing, complaints and anything the canned responses do not cover are held back and listed for a human.
5. 05  
### Skip chats someone picked up  
Right before sending, the agent reads the chat again. If an agent already answered it, nothing is sent.

### What you get back

Example data

```
Unassigned chats: 9
Answered 6 (4 with a canned response, 2 asking for an order number)
Held for you 3:
- PJ0MRSHTDG: "charged twice in October" (billing)
- Q4D7XK2M91: "cancel my contract" (needs a decision)
Already picked up by an agent: 0
```

### Other ways to ask

- At 8:30 every weekday, answer unassigned chats that ask for opening hours or shipping times and leave the rest.
- Draft replies to the unassigned chats in one list I can edit, and send nothing.
- Transfer unassigned chats that mention a refund to the Billing group instead of answering them.

## What LiveChat (Text) allows, and what to know first

- LiveChat's Unassigned chats list holds messages sent while the team is offline, from Messenger, WhatsApp, Twilio, Apple Business Chat, or from a widget whose availability is set to always.
- Canned responses support %customer-name%, %customer-email%, %agent-name% and %agent-email%, so one saved answer can greet each customer by name.
- A private canned response is visible only to its author, while a group response is available only to agents in that group.
- Canned responses are part of the Team, Business and Enterprise plans.

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

Sources: [LiveChat Help: Chats section](https://www.livechat.com/help/how-to-chat-section/) · [LiveChat Help: Canned responses](https://www.livechat.com/help/canned-responses/) · [Text Platform: Agent Chat API](https://platform.text.com/docs/messaging/agent-chat-api) · [Zapier: LiveChat triggers and actions](https://zapier.com/apps/livechat/integrations)

## Call send\_message from a script

curl

```
curl -X POST https://cotlet.dev/api/v1/livechat/chats/PJ0MRSHTDG/messages \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Lena, thanks for writing. Could you send me your order number so I can check the delivery?"}'
```

Example response

```
{
"chat_id": "PJ0MRSHTDG",
"event_id": "ev_5530",
"status": "sent",
"sent_at": "2026-10-17T07:02:00+02:00"
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is livechat\_write → send\_message. Example data.

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

## LiveChat (Text) tools this automation uses

__Cotlet LiveChat (Text) tools used to answer unassigned LiveChat chats from the offline hours__
| Tool | Parameters |
| ----------------------- | -------------------------------- |
| list\_chats | list, limit, cursor |
| get\_chat | chat\_id |
| list\_canned\_responses | visibility, group |
| send\_message | chat\_id, body, canned\_response |

[All 12 LiveChat (Text) tools with descriptions](https://cotlet.dev/integrations/livechat-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect LiveChat (Text) to Cotlet?

Yes. You sign in to LiveChat (Text) yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get LiveChat (Text) 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 LiveChat (Text) automations

- [Tag and archive finished LiveChat chats](https://cotlet.dev/integrations/livechat-api-mcp-server/tag-and-archive-chats.md)
- [Build LiveChat canned responses from past chats](https://cotlet.dev/integrations/livechat-api-mcp-server/build-canned-responses.md)
- [LiveChat (Text) API and MCP server: every tool](https://cotlet.dev/integrations/livechat-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to LiveChat (Text).

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

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

---

Give your AI agents your signed-in browser.

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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.