Tools Reference

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
`set_session_sub_status`	Apply a custom status to a session (moves it to that status’s built-in parent)
`clear_session_sub_status`	Remove the custom status from a session, keeping its built-in status
`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
`get_contact`	Retrieve one contact by ID, including its custom data
`create_contact`	Create a contact (email, phone, name, custom data)
`update_contact`	Update contact fields
`delete_contact`	Delete a contact by ID

Companies

Tool	Description
`list_companies`	List companies, newest first
`search_companies`	Find companies by owner, attribute conditions (including before/after a date), or name, sorted and paged
`get_company`	Retrieve one company with its attributes and owner
`upsert_company`	Create or update a company by your external id
`set_company_owner`	Set or clear the teammate who owns a company
`list_contact_companies`	List the companies a contact belongs to
`link_contact_to_company`	Add a company to a contact
`link_contacts_to_companies`	Link up to 100 contacts to companies in one call
`unlink_contact_from_company`	Remove one company from a contact

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
`list_blocked_ips`	List all blocked IP addresses and CIDR ranges
`block_ips`	Block one or more IP addresses or CIDR ranges
`check_ip_blocked`	Check if an IP is blocked (including via a CIDR range)
`unblock_ip`	Remove an IP from the blocklist

Tool	Description
`list_tags`	List or search tags (optional `search`, `category_id`, `limit`)
`list_tags_in_use`	List tags currently applied to sessions
`upsert_tag`	Create or update a tag
`delete_tag`	Remove a tag
`list_tag_categories`	List or search tag categories (optional `search`, `limit`)
`create_tag_category`	Create a tag category
`update_tag_category`	Update a tag category name or description
`delete_tag_category`	Delete a tag category (tags become uncategorized)
`get_auto_tagging_status`	Check if AI auto-tagging is enabled
`set_auto_tagging`	Enable or disable AI auto-tagging

Tool	Description
`list_custom_statuses`	List the custom session statuses defined for the organization
`get_custom_status`	Get one custom status by id
`create_custom_status`	Define a custom status under a built-in one (open / closed_resolved / closed_unresolved)
`update_custom_status`	Change a custom status’s name, parent, customer-facing fields, or the teams allowed to set it
`delete_custom_status`	Remove a custom status (sessions keep their built-in status)

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
`get_help_center`	Read a help center’s settings, branding and custom code
`update_help_center`	Change name, domain, CSS, head scripts or localizations
`update_help_center_languages`	Change which languages are served
`list_help_center_translation_jobs`	See which translations are still running
`list_help_center_glossary_terms`	List terms the translator keeps as written
`create_help_center_glossary_term`	Protect a term from being translated
`import_help_center_glossary_terms`	Copy the organization glossary in one call
`update_help_center_glossary_term`	Change a term or its definition
`delete_help_center_glossary_term`	Remove a glossary term
`list_help_center_topics`	List the topics in a help center
`get_help_center_topic`	Read one topic and its names per language
`create_help_center_topic`	Create a topic, at the top level or inside another
`update_help_center_topic`	Rename, re-describe or re-icon a topic, per language
`delete_help_center_topic`	Delete a topic, with or without its contents
`restore_help_center_topic`	Bring a deleted topic back
`retranslate_help_center_topic`	Translate a topic again, one language or all
`list_help_center_articles`	List the articles in a help center
`get_help_center_article`	Read one article and its versions
`list_help_center_article_versions`	List an article’s saved versions
`list_help_center_article_backlinks`	The other articles that link to one, live per language and in drafts
`get_help_center_article_language_states`	What is live and what is waiting, per language
`create_help_center_article`	Create an article in a topic
`update_help_center_article`	Replace an article’s content with a new version
`delete_help_center_article`	Delete an article
`restore_help_center_article`	Bring a deleted article back
`publish_help_center_article`	Publish an article, one language or all
`unpublish_help_center_article`	Take an article off the live site
`retranslate_help_center_article`	Translate an article again, one language or all
`get_help_center_tree`	The whole tree for one language, in reading order
`move_help_center_article`	Put an article in a topic, at a position
`move_help_center_topic`	Nest a topic or lift it to the top level
`reorder_help_center_tree`	Order one topic’s children
`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 and their saved regions, when available
`add_email_domain`	Add a custom sending domain with optional `region`: `eu-west-1` (default) or `us-east-1`. The region cannot be changed after creation.
`verify_email_domain`	Verify a domain’s DNS records

AI Phone Agents

Tool	Description
`list_voices`	List available voices (accent, gender, preview). A base language such as `ar` includes its regional voices
`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 the instructions and knowledge an agent can use, and whether it loads or searches them
`update_phone_agent_knowledge_sources`	Select the instructions and knowledge an agent can use; nothing selected means only its own instructions
`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 team with optional support, office hours, assignment, category, and call settings
`update_team`	Update a team
`update_team_settings`	Change support, office hours, assignment strategy and pacing, category, and call settings
`list_team_categories`	List categories in the current workspace
`create_team_category`	Create a category or reuse an existing name
`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

Use list_team_categories or create_team_category to find a category ID, then set category_id with update_team_settings. Send null to clear it. Categories organize teams without changing their routing. Category reads require teams:read; creation requires teams:write.Use list_office_hours to find a schedule, then set support_office_hours_id; null restores the workspace default. Schedules and categories must belong to the current workspace. Set support_assignment_strategy and auto_assign_interval_seconds to configure assignment. Pacing accepts 0 to turn it off or whole seconds from 15 to 3600.To configure call routing, first use get_team to review the current settings, then call update_team_settings with the team ID and only the settings to change. This requires both teams:read and teams:write. Omitted settings stay unchanged; it does not add members, change their availability, or set organization-wide auto-answer.

{
  "team_id": "0bf22121-730a-4ba4-a481-5d13fbc7b312",
  "is_support_enabled": true,
  "telephony_pacing_enabled": true,
  "telephony_ring_seconds": 20,
  "telephony_queue_wait_seconds": 300,
  "telephony_distribution": "longest_available",
  "call_wrap_up_seconds": 60
}

Ring timeout accepts 10–120 seconds; maximum wait accepts 30–3,600 seconds. Wrap-up accepts 0–3,600 seconds: 0 disables it and null inherits the organization setting. Distribution accepts longest_available or fewest_answered_today. Enabling Support does not make an unstaffed or unavailable team ready to answer calls. See inbound calls for routing prerequisites.

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

Macros

Tool	Description
`list_macros`	List all macros (saved replies)
`get_macro`	Get a macro by ID
`create_macro`	Create an org-wide macro (supports `{{variable}}` placeholders and up to 3 tappable options)
`update_macro`	Update an org-wide macro, including its options
`delete_macro`	Delete a macro
`list_macro_variables`	List system + custom variables usable in macros (read-only)

Custom variables are authored in the OpenCX dashboard (Settings → Macros → Variables); the API and MCP surface them read-only via list_macro_variables. Macro attachments are also authored in the dashboard and returned read-only by list_macros and get_macro. Options can be set with create_macro and update_macro: update_macro takes the full list, so keep an option by passing its id and leave one out to remove it.

Outbound Sequences

Tool	Description
`create_sequence`	Create a sequence shell (name, brief, settings)
`get_sequence`	Get a sequence, its steps and effective settings
`update_sequence`	Update a sequence’s name, brief, criteria, settings or reply instructions
`set_sequence_steps`	Write the full step list of a draft sequence
`edit_sequence_steps`	Surgically update, append or remove steps on any sequence
`list_sequence_data_keys`	List the attached-data keys a sequence’s people carry, with coverage
`set_sequence_columns`	Choose the People-table columns
`add_sequence_contacts`	Enroll people, with optional attached data
`launch_sequence`	Launch a draft sequence
`pause_sequence`	Pause a running sequence
`resume_sequence`	Resume a paused 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 and teammate sign-ins and sign-outs (who did 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

Contact segment management

Use create_contact_segment, update_contact_segment, and delete_contact_segment to manage saved contact filters. These tools require segments:write. Companion makes them available to users with contact write permission. Updates change only supplied fields; supplying a definition replaces the complete filter rules. Membership recalculates in the background after creation or filter changes. Deletion removes the segment and its memberships while keeping contacts, and does not rewrite references in other configurations. Use list_contact_segments, get_contact_segment, list_segments_for_contact, and check_contact_in_segment to inspect definitions and membership with segments:read. See contact segments for examples.

Overview

Client Guides

Reference

Conversations

AI Configuration

Knowledge

Channels

Operations

Analytics

Compliance and Audit

Prompt Library

Workflows

Get Started

Troubleshooting

Contact segment management

​Conversations

​AI Configuration

​Knowledge

​Channels

​Operations

​Analytics

​Compliance and Audit

​Related Documentation

Prompt Library

Workflows

Get Started

Troubleshooting

​Contact segment management

Conversations

AI Configuration

Knowledge

Channels

Operations

Analytics

Compliance and Audit

Related Documentation

Contact segment management