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Reply to waiting Tidio tickets with AI

A customer emails a question that has a one-line answer, and the ticket sits in My open for hours because the team is busy with harder ones.

Cotlet does it in your own Tidio account with list_tickets, get_ticket and reply_to_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Tidio do this on its own?

Tidio offers Macros for saved replies from the Growth plan, and Lyro, its AI agent, answers from a knowledge base (checked 17 Oct 2026). The OpenAPI can reply to a ticket as an operator, public or internal, on Plus and Premium only, and no official MCP server can call it. Nothing in Tidio drafts a reply from your own articles and queues it for your OK across a whole folder, which is the gap this job fills.

How you do it in Tidio today

  1. An operator opens the Inbox and the My open folder, where tickets assigned to them with the Open status appear; the Show pending checkbox adds the Pending ones.
  2. The operator opens each ticket and reads the customer message.
  3. To answer, the operator types in the reply box, or types a slash to pick a macro; macros work for live chat, tickets and internal notes.
  4. A reply to a ticket sets it waiting for the customer, and the operator changes the status to Pending or Solved at the top of the ticket.
  5. Easy questions and hard ones sit side by side, so the quick ones wait as long as the slow ones.

How to reply to waiting Tidio tickets with AI

Prompt

Find Open tickets in Tidio with no reply from us yet. Draft an answer from my help articles to each simple one and send it after I confirm, and add an internal note on the rest.
  1. 01

    List what waits

    list_tickets returns tickets in the folder you name, and the agent keeps those with the Open status where the last message came from the customer.

  2. 02

    Read the whole thread

    get_ticket brings every message, so the draft answers the latest question with the earlier context, and a ticket that already has your reply is skipped.

  3. 03

    Sort by difficulty

    Refunds, complaints, legal wording and anything the agent cannot answer from the material you gave it are not answered. They get an internal note with the facts the next operator needs.

  4. 04

    Reply or note

    reply_to_ticket sends a public reply for simple questions, one call per ticket, and an internal note for the rest. Public replies wait for your OK by default, internal notes reach no customer.

  5. 05

    Stop on new activity

    Right before sending, the agent reads the ticket again; if a colleague answered in the meantime, it sends nothing.

What you get back

Example data

Open tickets with no reply: 9
Answered 5 (shipping times, password reset, invoice copy)
Internal note on 3 (refund, complaint, warranty claim)
Skipped 1: #10512 already answered by Dana

Other ways to ask

  • Only reply to tickets tagged shipping and list the rest with a one-line summary.
  • Draft replies for every Open ticket but send nothing; I will edit them myself.
  • Every evening, add an internal note with a summary on tickets older than 2 days.

What Tidio allows, and what to know first

  • A Tidio macro can also reassign the chat or ticket, change a ticket status or add a tag, so a manual reply by hand can bundle those steps.
  • Macros are part of the Growth plan; the OpenAPI is part of Plus and Premium.
  • The OpenAPI reply takes a message type of public or internal, and an internal message is visible to the team only.
  • A Pending ticket returns to Open by itself when the customer writes back, so the agent does not need to track that.

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

Sources: Tidio Help: Macros · Tidio Help: Email (Ticketing) · Tidio developers: Reply to a ticket · Tidio plans

Call reply_to_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/tidio/tickets/10482/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Mark, your order ships within 2 business days and you will get a tracking link by email. Reply here if it has not arrived by Friday.","visibility":"public"}'

Example response

{
  "ticket_id": 10482,
  "visibility": "public",
  "status": "sent",
  "url": "https://www.tidio.com/panel/inbox/tickets/10482"
}

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

Schedule it in n8n, Make, Zapier or cron

Tidio tools this automation uses

Cotlet Tidio tools used to reply to waiting Tidio tickets with AI
Tool Parameters
list_tickets folder, status, limit, cursor
get_ticket ticket_id
reply_to_ticket ticket_id, body, visibility
All 14 Tidio tools with descriptions

Frequently asked questions

Is it safe to connect Tidio to Cotlet?

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