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Reply to waiting Trengo customers with AI

The customer wrote last, the conversation sits in Assigned to me, and each morning someone opens every one to type an answer that mostly repeats a quick reply.

Cotlet does it in your own Trengo account with list_conversations, get_conversation, list_quick_replies, reply_to_conversation and add_internal_note, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Trengo do this on its own?

Trengo has quick replies, rules with the action Send message, and its own AI Agent, HelpMate (checked 20 Oct 2026). A person inserts a quick reply, a rule fires on fixed conditions such as Message body contains, and the AI Agent follows the Skills and instructions you set in Trengo and sees only the current ticket. Nothing lets your own agent read a thread with the internal notes and answer it by your rules.

How you do it in Trengo today

  1. In Inbox > Assigned to me, the agent opens each conversation and reads who wrote last.
  2. For a repeated question the agent inserts a quick reply from Settings > Quick replies, where tags fill in details such as names automatically.
  3. Messaging quick replies serve channels such as Facebook, WhatsApp and Website chat, and Email quick replies also take attachments.
  4. The agent sends the message, or opens the dropdown next to it and picks Send and close.
  5. On WhatsApp the agent keeps the 24-hour limitation in mind, because only a template can start a conversation with a customer.

How to reply to waiting Trengo customers with AI

Prompt

Find my Trengo conversations where the customer wrote last. Reply from my quick replies in my tone, skip anything about refunds or chargebacks and leave an internal note saying why. Send nothing without my OK.
  1. 01

    Find who waits

    list_conversations with folder assigned_to_me and last_message_from customer returns the conversations where the customer wrote last. A conversation where your team wrote last is never returned, so nobody gets two replies in a row.

  2. 02

    Read the whole thread

    get_conversation brings customer messages, team replies and internal notes. A note from a colleague saying to wait, or a reply another agent sent a minute ago, takes the conversation off the list.

  3. 03

    Start from your wording

    list_quick_replies runs with type email for email conversations and messaging for WhatsApp, Facebook and live chat. The agent picks the quick reply that matches the question and fills in the details itself, because tags come back as written.

  4. 04

    Decide what needs you

    Refunds, chargebacks, legal questions and anything your prompt marks as sensitive get no reply. The agent writes the reason with add_internal_note and lists the conversation for you. A WhatsApp conversation whose last customer message is older than 24 hours is listed too.

  5. 05

    Send after your OK

    reply_to_conversation sends in the conversation's own channel, and each call waits for your OK by default. Before sending, the agent reads the conversation again and skips it if a colleague answered meanwhile.

What you get back

Example data

Waiting for an answer: 9
Replies ready for your OK 6:
- Lena Vos, Email: refund timeline, from "Refund timeline"
- Noor Haddad, WhatsApp: parcel status
Left for you 3:
- Chargeback threat (billing)
- WhatsApp: customer wrote 31 hours ago, past the 24-hour limit
- Note from Sam says to wait for finance

Other ways to ask

  • Reply only to WhatsApp conversations about delivery and leave the email ones to me.
  • Draft replies for everything waiting as a list in this chat and send nothing.
  • Every afternoon, answer conversations waiting more than 2 hours and close them when the reply solves the question.

What Trengo allows, and what to know first

  • A Trengo conversation is an outbound message that starts in Trengo or replies to an inbound one, inside a 7-day window, so each reply your agent sends counts against your subscription's conversations.
  • Trengo quick replies are set up per channel type, Messaging or Email, and only Email quick replies take attachments.
  • Send and close sits in the dropdown next to Send, so a reply and a close can be one step.
  • Trengo sends a WhatsApp template only to start a conversation, and once the customer answers you reply freely, within WhatsApp's 24-hour limitation.

reply_to_conversation and add_internal_note ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: Trengo Help: Conversations in Trengo · Trengo Help: Adding quick replies to your inbox · Trengo Help: Starting a WhatsApp conversation · Trengo Help: Closing a conversation · Trengo Help: How the AI Agent makes decisions

Call reply_to_conversation from a script

curl

curl -X POST https://cotlet.dev/api/v1/trengo/conversations/5120391/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"message":"Hi Lena, your refund was issued today and shows on your statement within a few days. Reply here if it has not arrived by Friday."}'

Example response

{
  "conversation_id": 5120391,
  "message_id": 93410022,
  "channel": "Email",
  "sent_at": "2026-10-20T08:14:00Z",
  "closed": false
}

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

Schedule it in n8n, Make, Zapier or cron

Trengo tools this automation uses

Cotlet Trengo tools used to reply to waiting Trengo customers with AI
Tool Parameters
list_conversations folder, label, last_message_from, cursor
get_conversation conversation_id
list_quick_replies type
reply_to_conversation conversation_id, message, close_after_send
add_internal_note conversation_id, note
All 13 Trengo tools with descriptions

Frequently asked questions

Is it safe to connect Trengo to Cotlet?

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