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# Reply to waiting Tidio tickets with AI

> Answer simple Tidio tickets in your voice and leave an internal note on the hard ones, so no customer waits a day for a first reply. Runs daily.

Source: https://cotlet.dev/integrations/tidio-api-mcp-server/reply-to-support-tickets

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.

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

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](https://help.tidio.com/hc/en-us/articles/5444940053276-Macros) · [Tidio Help: Email (Ticketing)](https://help.tidio.com/hc/en-us/articles/5465389809948-Helpdesk-Ticketing) · [Tidio developers: Reply to a ticket](https://developers.tidio.com/reference/post%5Ftickets-ticketid-reply.md) · [Tidio plans](https://www.tidio.com/pricing/)

## 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](https://cotlet.dev/integrations/tidio-api-mcp-server.md#automations)

## 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](https://cotlet.dev/integrations/tidio-api-mcp-server.md#tools)

## 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.

## More Tidio automations

- [Triage Tidio support tickets by what the customer wrote](https://cotlet.dev/integrations/tidio-api-mcp-server/triage-support-tickets.md)
- [Update Tidio contact properties and tags in bulk](https://cotlet.dev/integrations/tidio-api-mcp-server/update-contact-properties.md)
- [Tidio API and MCP server: every tool](https://cotlet.dev/integrations/tidio-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Tidio.

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

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

---

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.