Answer tickets from your own system

Your system can answer customers’ tickets without anyone opening the Replyco inbox: for example, to suggest answers generated from your order data, or to reply automatically to questions you can settle on your own. You find the tickets that need an answer, read the conversation, download the customer’s attachments when you need them, and then either leave a draft for an agent to check or send the reply. When the reply settles the question, you can mark the ticket resolved.

Before you start

Requirement	Where to get it
An access token	Sign in as a Replyco user of your company; see Authentication.
Access to the integrations you answer for	The ticket list holds only tickets of the integrations the user you sign in as can access in Replyco.
The base URL	https://open-api.replyco.com

How it works

1. Find the tickets to answer.
2. Read the conversation.
3. Download the customer’s attachments (optional).
4. Leave a draft for an agent, or send the reply.
5. Mark the ticket resolved (optional).

sequenceDiagram
  participant app as Your app
  participant api as Replyco API
  app->>api: POST /openapi/thread/ticketsforreading/paged
  api-->>app: Find the tickets to answer
  app->>api: GET /openapi/message/pagedthreadmessages/{threadId}
  api-->>app: Read the conversation
  opt Download the customer's attachments
    app->>api: GET /openapi/bytefiles/messageattachments/{messageId}/links
    api-->>app: Download the customer's attachments
  end
  alt Leave a draft for an agent
    app->>api: PUT /openapi/thread/draft/{threadId}
    api-->>app: Leave a draft for an agent
  else Send the reply
    app->>api: POST /openapi/message/send
    api-->>app: Send the reply
  end
  opt Mark the ticket resolved
    app->>api: POST /openapi/thread/markresolved
    api-->>app: Mark the ticket resolved
  end

Step by step

1. Find the tickets to answer

Call POST /openapi/thread/ticketsforreading/paged with a filter. tab picks a list the way the inbox does: 2 holds the tickets that are not resolved yet, 4 the unassigned ones and 1 the ones assigned to you. Use a tab your user may see in Replyco. accounts narrows the list to some of your integrations, and term searches it.

curl -X POST https://open-api.replyco.com/openapi/thread/ticketsforreading/paged \
  -H "Authorization: Bearer $ACCESS_TOKEN" -H "Content-Type: application/json" \
  -d '{"page": 1, "count": 50, "tab": 2}'

The response is a page: totalRecords, pageSize, pagesCount, currentPage, and the tickets in data, the most recently active first. Each ticket’s id is the threadId the next steps take. Without count a page holds 10 tickets, and it holds at most 100: a larger count is rejected with 400.

2. Read the conversation

Call GET /openapi/message/pagedthreadmessages/{threadId} with a ticket’s id from step 1. Messages come newest first; send asc=true to read them in the order they were written.

curl "https://open-api.replyco.com/openapi/message/pagedthreadmessages/7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37?count=50" \
  -H "Authorization: Bearer $ACCESS_TOKEN"

{
  "totalRecords": 2,
  "pageSize": 50,
  "pagesCount": 1,
  "currentPage": 1,
  "data": [
    {
      "id": "4f6b2d81-9e3c-47a5-b2d0-8c1e5a7f3b69",
      "text": "Hi Jane, sorry to hear that. Could you send us a photo of the parcel?",
      "messageDate": "2026-10-20T15:12:00Z",
      "isFromCompany": true
    },
    {
      "id": "1a9c4e72-3b5d-4e8f-a061-5d7b2c9e8f14",
      "text": "My parcel arrived damaged. Photo attached.",
      "messageDate": "2026-10-20T14:05:00Z",
      "isFromCompany": false
    }
  ]
}

isFromCompany tells your team’s messages (true) from the customer’s. Each message’s id is the messageId step 3 takes.

3. Download the customer’s attachments (optional)

Skip this step when the text is enough. Call GET /openapi/bytefiles/messageattachments/{messageId}/links for a message from step 2.

curl https://open-api.replyco.com/openapi/bytefiles/messageattachments/1a9c4e72-3b5d-4e8f-a061-5d7b2c9e8f14/links \
  -H "Authorization: Bearer $ACCESS_TOKEN"

[
  {
    "fileName": "damaged-parcel.jpg",
    "url": "https://files.example.com/attachments/damaged-parcel.jpg?signature=abc123",
    "mimeType": "image/jpeg",
    "sizeInKiloBytes": 412,
    "previewId": "c3d7a1e9-5f2b-4c8d-9e6a-0b4f8d2c7a15"
  }
]

Download each file with a plain GET to its url, without the Authorization header. A link works for a day, so ask for fresh links when you need the files instead of storing the links. url is null when no download link is available, and the list is empty when the message has no attachments.

4. Leave a draft or send the reply

To leave a draft, call PUT /openapi/thread/draft/{threadId} with the answer as plain text or as htmlBody. When you send both, htmlBody is used.

curl -X PUT https://open-api.replyco.com/openapi/thread/draft/7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37 \
  -H "Authorization: Bearer $ACCESS_TOKEN" -H "Content-Type: application/json" \
  -d '{"text": "Hi Jane,\n\nThanks for the photo. We have sent a replacement today."}'

{ "text": "Hi Jane,\n\nThanks for the photo. We have sent a replacement today." }

To send the reply instead, call POST /openapi/message/send with the ticket’s id and the answer. Replyco sends it on the ticket’s own integration, so you do not choose the account.

curl -X POST https://open-api.replyco.com/openapi/message/send \
  -H "Authorization: Bearer $ACCESS_TOKEN" -H "Content-Type: application/json" \
  -d '{"threadId": "7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37", "htmlBody": "<p>Hi Jane,</p><p>We have sent a replacement today.</p>", "text": "Hi Jane,\n\nWe have sent a replacement today."}'

{
  "threadId": "7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37",
  "htmlBody": "<p>Hi Jane,</p><p>We have sent a replacement today.</p>",
  "text": "Hi Jane,\n\nWe have sent a replacement today.",
  "closeAfterSend": false
}

Sending a reply also wakes the ticket if it was snoozed and cancels autoresponses still waiting to go out on it. closeAfterSend: true resolves the ticket in the same call, archiveAfterSend: true archives it, and isDelayed: true with a sendingDate schedules the reply instead of sending it now. Every call sends a new message, so do not repeat a call that succeeded.

5. Mark the ticket resolved (optional)

Skip this step when you sent the reply with closeAfterSend, or when an agent should decide. Otherwise call POST /openapi/thread/markresolved with the ids of the tickets to resolve.

curl -X POST https://open-api.replyco.com/openapi/thread/markresolved \
  -H "Authorization: Bearer $ACCESS_TOKEN" -H "Content-Type: application/json" \
  -d '["7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37"]'

["7d2e9b14-5c3a-4f61-9a8e-2b6c0d4e1f37"]

The tickets move to resolved, and the change is recorded in each ticket’s history. Depending on the signed-in user’s settings in Replyco, the tickets are also unassigned or marked as read.

Choosing between a draft and a reply

Option	When to pick it	Effect
PUT /openapi/thread/draft/{threadId}	A person should check the answer first, for example while you tune generated answers.	The draft appears in the reply editor for every agent who opens the ticket. It replaces any earlier draft, is removed when a reply is sent, and is kept for a day. The customer sees nothing.
POST /openapi/message/send	The answer is final.	The reply goes to the customer through the ticket’s integration.

What can go wrong

Step	Status	Meaning	What to do
any	401	The access token is missing or has expired.	Refresh the token; see Authentication.
1	400	count is above 100.	Ask for 100 tickets or fewer per page.
1, 2	429	Too many calls to this operation.	Slow down; see Rate limits.
3	404	No message with this id.	Use a message id from step 2.
4	404	No ticket with this id (draft).	Use a ticket id from step 1.
4	400	The reply breaks a rule of the ticket’s integration: an attachment is too large, of a blocked type or has no file name, or an eBay reply has no text.	Read the error text, fix the request and send it again. On eBay tickets, put the reply in text (at most 4000 characters).

Tips

• Ask for at most 100 tickets per page; a larger count is rejected with 400 “Max page size is 100.”
• List operations return 10 items per page unless you send count; send the page size you need instead of paging through small pages.
• Setting a ticket’s draft replaces the draft it already has; nothing reaches the customer until an agent sends it.
• Each paged list operation allows one user 15 calls a minute; ask for larger pages and narrow the list with filters instead of paging through everything.

Related

• Tickets: filters, states and every ticket operation.
• Messages: reading and sending messages, attachments.
• Attachments: files and their download links.
• Answer live chats: the same flow for live chat.
• API reference: every operation, parameter and schema.