LiveChat (Text) logo LiveChat (Text) automation · runs weekly

Build LiveChat canned responses from past chats

Your agents type the same shipping answer ten times a week, and nobody has time to read the archive, copy the best wording and add it as a canned response.

Cotlet does it in your own LiveChat (Text) account with list_archived_chats, get_chat, list_canned_responses and save_canned_response, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can LiveChat (Text) do this on its own?

LiveChat has no feature that finds repeated answers (checked 17 Oct 2026). It suggests canned responses to agents in a chat and can auto-tag from them, but it does not write new ones. The Configuration API has create_canned_response, list_canned_responses and update_canned_response, and the official MCP has none of them.

How you do it in LiveChat (Text) today

  1. An agent spots a good answer and hovers over their message in a chat, then clicks the + icon to start a canned response from it.
  2. Or they go to Automate > Canned responses and click + New canned response, then choose Shared for the whole team or Private for themselves, and optionally a group.
  3. They write or edit the message, add one or more shortcuts pressing Enter after each, and click Save.
  4. To edit one later, they open Automate > Canned responses, select it and click the pen icon.
  5. Nothing in LiveChat tells them which answers repeat, so the library grows only as often as someone remembers.

How to build LiveChat canned responses from past chats

Prompt

Read last week's archived chats tagged shipping. Find the answers agents typed more than twice, check they are not already canned responses, and save new shared ones with a shortcut.
  1. 01

    Pull the archive slice

    list_archived_chats runs with the tag and date range you named and pages through the cursor, so a busy week is read as a whole.

  2. 02

    Read what agents wrote

    get_chat returns each transcript. The agent compares the agent replies across chats and groups the ones that say the same thing in different words.

  3. 03

    Check the existing library

    list_canned_responses shows the current responses and shortcuts. A group that already has a close match is skipped, or proposed as an edit to that response.

  4. 04

    Write the response

    The agent writes one clean version and replaces names with %customer-name% and %agent-name%. It picks a short shortcut that is not taken.

  5. 05

    Save as shared or private

    save_canned_response creates it. A shared response reaches the whole team, so it waits for your OK by default; private ones are yours alone.

What you get back

Example data

Archived chats tagged shipping, 20-26 Oct: 38
Repeated answers found: 3
Saved 2 as shared: #delivery-times, #tracking-link
Proposed edit to #returns (adds the 14-day window)
Skipped 1: already covered by #order-status

Other ways to ask

  • Every Friday, list the 5 questions customers asked most this week and whether a canned response covers each.
  • Save the new responses as private for me first, so I can try them before sharing.
  • Find canned responses with no tag and propose a tag for each.

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

  • A canned response is Shared or Private; a private one is visible and usable only by its author.
  • Variables work inside the text: %customer-name%, %customer-email%, %agent-name% and %agent-email%.
  • A canned response can carry up to 5 tags, and the tags must belong to the same group as the response.
  • Auto-tagging applies a tag only if at least 10% of the original text matches, and not when the matching text is shorter than 3 characters.
  • Canned responses are available in the Team, Business and Enterprise plans.

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

Sources: LiveChat Help: Canned responses · LiveChat Help: Archives section explained · Text Platform: Configuration API · Text Platform: MCP server

Call save_canned_response from a script

curl

curl -X POST https://cotlet.dev/api/v1/livechat/canned-response/save \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"text":"Hi %customer-name%, standard delivery takes 3 to 5 working days. Your tracking link arrives by email once the parcel ships.","shortcuts":["delivery-times"],"visibility":"shared"}'

Example response

{
  "response_id": "cr_1042",
  "visibility": "shared",
  "shortcuts": [
    "delivery-times"
  ],
  "status": "saved"
}

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

Schedule it in n8n, Make, Zapier or cron

LiveChat (Text) tools this automation uses

Cotlet LiveChat (Text) tools used to build LiveChat canned responses from past chats
Tool Parameters
list_archived_chats tags, match_tags, agent, group, from, to, query, cursor
get_chat chat_id
list_canned_responses visibility, group
save_canned_response text, shortcuts, visibility, group, tags, response_id
All 12 LiveChat (Text) tools with descriptions

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