FAQ

Q: What’s the value of using MCP?

A: It lets you ask natural-language questions like “How has CSAT trended this quarter?” and “What can I do to improve my CSAT?” This removes the need to dig through dashboards and helps generate insights that would be difficult to produce manually without the help of an LLM.

Q: Can I customize which tools are available?

A: Yes, in Claude Desktop. Once you connect the MCP server, you can disable specific tools you’re not interested in using. For example, if you prefer not to share conversation transcripts, you can disable the get_conversation tool and still get value from the other available tools. ChatGPT does not currently support disabling individual tools.

Q: What data flows through MCP?

A: Depending on which tools you use, conversation transcripts, reasoning history, summaries, automated resolution status, and CSAT may be transmitted to your chosen MCP client (for example, Claude or ChatGPT). See data privacy for the full list.

Q: Which AI assistants are supported?

A: Any MCP-compatible client. The getting started walk-throughs cover Claude Desktop, ChatGPT, Gemini CLI, and Google ADK. Other clients like Cursor and VS Code also work—see Other MCP clients.

Q: Does MCP support write operations?

A: Yes. The propose_change tool can create, update, and delete knowledge articles, custom instructions, and test cases, and trigger test runs. New knowledge articles are created in a disabled state by default so they don’t affect live traffic until you explicitly enable them. All other tools are read-only.