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. The same tools are also available within Microsoft Copilot, set up as a packaged agent in Microsoft Copilot Studio rather than a direct connection—see Other MCP clients.

Q: Does MCP support write operations?

A: Yes, through two tools. edit_agent_behavior changes what the Agent knows, says, or does — knowledge articles, coaching, Playbooks, Actions, and custom instructions. Those changes are staged on a change set and go live only after explicit approval. edit_agent_config changes settings such as test cases, topics, and Custom Glossary terms, and applies immediately.

Call get_improvement_guide first for best practices. send_feedback is available if a tool is blocked or missing a capability. All other tools are read-only. When using OAuth, write tools require an Owner or Admin role — see Permissions.

Q: Do changes I make through MCP go live immediately?

A: It depends on what is changed. Behavior changes are staged on a change set and stay out of live conversations until they are promoted, which requires explicit approval. Settings changes apply immediately. See edit_agent_behavior for the draft, test, promote, and revert flow.

Q: Where do I see my change sets?

A: Through list_agent_changesets in your assistant. There is no change sets screen in the Ada dashboard, and test runs pinned to a change set do not appear on the Simulations page — retrieve those results with get_test_runs.