> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflows

> Realistic multi-step workflows you can run from Claude Desktop, Cursor, or VS Code using the OpenCX MCP server.

These workflows show what the MCP server handles well in practice. Each one is a series of prompts you can type directly into your AI client.

## Investigate a Support Ticket

A customer escalated a ticket. Pull the full investigation into your editor instead of switching to the dashboard.

<Steps>
  <Step title="Look up the ticket">
    *"Investigate ticket #4521 — why did the AI hand off?"*
  </Step>

  <Step title="Read the AI's reasoning">
    *"Show me the debug data for that session, including the AI's reasoning steps and citations."*
  </Step>

  <Step title="Add an internal note">
    *"Add a comment on the last message: 'Checked — handoff was correct, agent lacked refund policy training.'"*
  </Step>
</Steps>

The assistant fetches the session summary, diagnostics, and handoff details, then posts a comment visible only to your team.

## Train Your Agent From Unresolved Sessions

Your AI agent handed off 30 sessions last week. Find the patterns and create training so it handles those topics next time.

<Steps>
  <Step title="Find unresolved sessions">
    *"List sessions from the last 7 days that were closed as unresolved."*
  </Step>

  <Step title="Analyze handoff reasons">
    *"Show me handoff analytics for the last 7 days — what are the top reasons?"*
  </Step>

  <Step title="Create training">
    *"Create a draft training scenario titled 'Subscription cancellation flow' that instructs the AI to walk the customer through cancellation steps and offer a retention discount before confirming."*
  </Step>

  <Step title="Review and publish">
    Review the draft in your [OpenCX dashboard](https://platform.open.cx), then:

    *"Publish the training scenario 'Subscription cancellation flow'."*
  </Step>
</Steps>

## Pull Insights for a Sprint Review

Your product team meets weekly. Get a summary of what customers asked about most, grouped by theme.

<Steps>
  <Step title="List insight categories">
    *"What customer insight categories do we have?"*
  </Step>

  <Step title="Fetch recent insights">
    *"List customer insights — show me the most recent ones with their categories and session counts."*
  </Step>

  <Step title="Drill into a theme">
    *"Show me the details for the top insight — which sessions does it reference?"*
  </Step>

  <Step title="Assign follow-ups">
    *"Assign the billing-related insight to the Billing team."*
  </Step>
</Steps>

## Set Up a New Phone Agent

Create an AI phone agent, attach knowledge, and make a test call — all from your editor.

<Steps>
  <Step title="Browse available voices">
    *"List available voices — I need a female US English voice."*
  </Step>

  <Step title="Create the agent">
    *"Create a phone agent named 'Returns Hotline' with that voice. Instructions: greet the caller, ask for their order number, then look up the return status."*
  </Step>

  <Step title="Attach knowledge sources">
    *"Attach the 'Returns FAQ' knowledge source to the Returns Hotline agent."*
  </Step>

  <Step title="Make a test call">
    *"Make an outbound call from the Returns Hotline agent to +1-555-000-1234."*
  </Step>
</Steps>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Prompt Library" icon="message" href="/mcp/prompts">
    Quick single-shot prompts by domain
  </Card>

  <Card title="Tools Reference" icon="toolbox" href="/mcp/tools">
    Full list of available tools by domain
  </Card>

  <Card title="Get Started" icon="download" href="/mcp/install">
    Connect the MCP server to your AI client
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/mcp/troubleshooting">
    Common issues and fixes
  </Card>
</CardGroup>