Tools Reference - Open.cx Docs

The MCP server exposes over 140 tools across 25+ domains. Every tool listed here is available from any MCP-compatible client.

Ask your AI assistant “What OpenCX tools do you have?” — it will enumerate all available tools live.

Conversations

Chat Sessions

Tool	Description
`list_sessions`	List sessions with filters (status, channel, date range)
`filter_sessions`	Advanced search (sentiment, tags, teams, language)
`get_session`	Get session details by ID
`get_session_by_ticket`	Look up a session by ticket number
`create_session`	Create a chat session for a contact
`update_session`	Update session status (resolve, close, reopen)
`assign_session`	Assign or unassign a session to an agent
`transfer_session_to_team`	Transfer a session to a team
`send_message`	Send a message in a session (as contact or agent)
`add_session_comment`	Add an internal agent comment to a thread
`get_session_history`	Get message history for a session
`get_session_handoffs`	Get handoff event details for a session
`get_session_tags`	Get all tags on a session
`tag_session`	Add a tag to a session
`untag_session`	Remove a tag from a session
`investigate_session`	Deep investigation with summary and diagnostics
`investigate_ticket`	Investigate a session by ticket number
`investigate_session_debug`	Full debug data with AI reasoning and citations

Contacts

Tool	Description
`list_contacts`	List contacts with cursor pagination
`create_contact`	Create a contact (email, phone, name, custom data)
`update_contact`	Update contact fields
`delete_contact`	Delete a contact by ID

Blocklist

Tool	Description
`list_blocked_contacts`	List all blocked contacts
`block_contact`	Block a contact by email
`check_contact_blocked`	Check if a contact is blocked
`unblock_contact`	Remove a contact from the blocklist
`list_blocked_domains`	List all blocked email domains
`block_domains`	Block one or more email domains
`check_domain_blocked`	Check if a domain or email is blocked
`unblock_domain`	Remove a domain from the blocklist

Tool	Description
`list_tags`	List all tags in your organization
`list_tags_in_use`	List tags currently applied to sessions
`upsert_tag`	Create or update a tag
`delete_tag`	Remove a tag
`get_auto_tagging_status`	Check if AI auto-tagging is enabled
`set_auto_tagging`	Enable or disable AI auto-tagging

Tool	Description
`search`	Full-text search across contacts and messages
`search_sessions`	Search contacts and messages by keyword

AI Configuration

Autopilot

Tool	Description
`get_autopilot_status`	Get autopilot enabled/disabled status per channel
`set_autopilot`	Enable or disable autopilot for a channel

AI Training

Tool	Description
`list_training_scenarios`	List training scenarios with filters and pagination
`get_training_scenario`	Get a scenario by ID
`create_training_scenario`	Create a scenario (type, draft, channels, segments)
`update_training_scenario`	Update a scenario with diff or direct mode
`delete_training_scenario`	Delete a scenario
`publish_training_scenario`	Publish a draft scenario
`toggle_training_draft`	Unpublish a scenario (set to draft)
`get_training_version_history`	Get publish history for a scenario
`revert_training_version`	Revert a scenario to a previous version
`move_training_to_directory`	Move a scenario into a directory
`search_training_knowledge`	Semantic search across training and knowledge base
`get_ai_profile`	Get the AI agent identity and system prompt
`update_ai_profile`	Update the AI agent system prompt

Training Directories

Tool	Description
`list_training_directories`	List all directories
`get_training_directory_tree`	Get full directory tree with items
`create_training_directory`	Create a new directory
`update_training_directory`	Rename a directory
`delete_training_directory`	Delete a directory and its contents

AI Actions

Tool	Description
`list_actions`	List all actions the AI agent can call
`get_action`	Get an action with its full payload spec
`create_action`	Create an action with parameters and request body
`update_action`	Update an existing action
`delete_action`	Delete a single action
`list_action_tags`	List all unique tags across actions

Knowledge

Website Crawling

Tool	Description
`list_datasources`	List website datasources
`create_datasource`	Create a datasource and start crawling
`get_datasource`	Get datasource details and crawl status
`start_crawl`	Re-crawl an existing datasource
`get_crawl_status`	Get progress of a crawl job
`list_crawled_pages`	List discovered pages with filters

Help Center

Tool	Description
`list_help_centers`	List all help centers
`export_help_center_content`	Export full content tree (categories, articles)
`sync_help_center_content`	Replace the content tree atomically
`list_help_center_media`	List media files in a help center
`delete_help_center_media`	Delete a media file

Channels

Tool	Description
`send_email`	Send AI-generated emails to contacts
`list_email_domains`	List configured sending domains
`add_email_domain`	Add a custom sending domain
`verify_email_domain`	Verify a domain’s DNS records

AI Phone Agents

Tool	Description
`list_voices`	List available voices (accent, gender, preview)
`list_phone_agents`	List all phone agents
`get_phone_agent`	Get a phone agent’s full configuration
`create_phone_agent`	Create a phone agent (voice, instructions, type)
`update_phone_agent`	Update agent settings
`delete_phone_agent`	Delete a phone agent and release its number
`make_outbound_call`	Call a contact or number via an AI agent
`present_phone_agent`	Re-display a phone agent’s test card
`get_phone_agent_knowledge_sources`	Get knowledge sources attached to an agent
`update_phone_agent_knowledge_sources`	Set knowledge sources for an agent
`get_phone_agent_workflows`	List workflows available to an agent
`update_phone_agent_workflows`	Set workflows an agent can trigger

Tool	Description
`send_whatsapp_template`	Send a WhatsApp template message

Widget

Tool	Description
`authenticate_widget_user`	Generate a JWT for an authenticated widget user

Operations

Teams

Tool	Description
`list_teams`	List all teams
`get_team`	Get team details
`create_team`	Create a new team
`update_team`	Update a team
`delete_team`	Delete a team
`list_team_members`	List users in a team
`list_available_team_members`	List available members with capacity
`add_team_member`	Add a user to a team
`remove_team_member`	Remove a user from a team

Users

Tool	Description
`list_org_users`	List organization users (search by name or email)
`get_org_user`	Get a user with team memberships and availability

Office Hours

Tool	Description
`get_default_office_hours`	Get the org-wide default schedule
`update_default_office_hours`	Set or replace the org-wide default schedule
`list_office_hours`	List all custom schedules
`get_office_hours`	Get a custom schedule with its shifts
`create_office_hours`	Create a custom schedule with timezone and shifts
`update_office_hours`	Update a custom schedule (replaces all shifts)
`delete_office_hours`	Delete a custom schedule

Organization

Tool	Description
`get_organization`	Get organization info
`update_organization`	Update organization name

Outbound Sequences

Tool	Description
`create_sequence`	Create a multi-step outbound sequence
`get_sequence`	Get sequence details and status
`update_sequence`	Update a sequence
`start_sequence`	Start a sequence
`cancel_sequence`	Cancel a running sequence
`add_contacts_to_sequence`	Enroll contacts in a continuous sequence

Workflows

Tool	Description
`list_workflow_definitions`	List available action types and their schemas
`validate_workflow`	Validate workflow blocks without creating
`create_workflow`	Create a workflow (saved as inactive draft)
`list_workflows`	List all workflows with status
`get_workflow`	Get a workflow with blocks and configuration
`update_workflow`	Update a workflow draft
`delete_workflow`	Delete a workflow and all versions
`activate_workflow`	Activate the latest version
`deactivate_workflow`	Deactivate the active version
`trigger_workflow`	Manually trigger a workflow
`list_workflow_runs`	List runs with status and cause filters
`get_workflow_run`	Get a specific run with details

Analytics

CSAT

Tool	Description
`list_csat_scores`	List customer satisfaction scores
`get_csat_score`	Get a specific CSAT score
`get_session_csat`	Get the CSAT score for a session

Handoff Analytics

Tool	Description
`get_handoff_analytics`	Handoff reasons, sentiment, trends, and resources
`list_handoff_events`	List individual handoff events with explanations, filterable by reason

SLA Policies

Tool	Description
`list_sla_policies`	List all SLA policies
`get_sla_policy`	Get a policy by ID
`create_sla_policy`	Create a policy with target times
`update_sla_policy`	Update a policy
`delete_sla_policy`	Delete a policy

SLA Analytics

Tool	Description
`get_sla_analytics_overview`	Compliance rates and time percentiles for a range
`get_sla_analytics_breakdown`	Compliance grouped by policy, team, agent, or channel
`get_sla_analytics_trend`	Compliance over time (daily or weekly)
`get_sla_breach_heatmap`	Breach frequency by hour and day of week

Impact Report

Tool	Description
`get_impact_report`	AI automation rate and resolution breakdown

Customer Insights

Tool	Description
`list_insights`	List customer insights with pagination
`get_insight`	Get a specific insight (includes archive policy and resurface progress)
`resolve_insight`	Mark an insight as resolved
`archive_insight`	Archive with resurface policy (`until_escalating`, `until_count`, `forever`)
`unarchive_insight`	Remove archive state
`assign_insight`	Assign an insight to a team
`list_insight_categories`	List insight categories

Compliance and Audit

Audit Logs

Tool	Description
`get_audit_logs`	Query change history (who changed what, when)

Redaction

Tool	Description
`redact_message`	Redact a specific message by ID
`redact_session`	Redact all messages in a session

Media

Tool	Description
`upload_image`	Upload an image file and get an embeddable URL

Prompt Library

Ready-to-use prompts by domain

Workflows

Multi-step scenarios that chain prompts together

Get Started

Connect the MCP server to your AI client

Troubleshooting

Common issues and how to resolve them

​Conversations

​AI Configuration

​Knowledge

​Channels

​Operations

​Analytics

​Compliance and Audit

​Related Documentation

Prompt Library

Workflows

Get Started

Troubleshooting

Conversations

AI Configuration

Knowledge

Channels

Operations

Analytics

Compliance and Audit

Related Documentation