AI assistants and MCP

MCP is part of Cliedesk Pro. MCP (Model Context Protocol) is the way AI assistants such as Claude, ChatGPT or Copilot connect to other tools. With it, a person on your team can ask their assistant to find a conversation, read an order or write a note in Cliedesk. People with the Manage integrations permission (Admins) set it up in Settings → Developer → MCP.

How it is safe

• An assistant always acts as the person who connected it. It never gets more rights than that person. Personal data stays masked when the person cannot see it.
• The MCP server is on and read-only after you activate Cliedesk Pro. Assistants can read, but not change anything, until you turn read-only off.
• Replies to customers and other changes that customers see wait for a person’s approval first. You find them in Approvals like any other request. Changes that touch money always need approval.
• Every call is in the Call log, and every tool call is in the audit log.

Connect an assistant

1. Copy the MCP server address from Settings → Developer → MCP.
2. Add it in your assistant as a remote MCP server (often called “custom connector”).
3. The assistant opens a Cliedesk page that asks Connect … to Cliedesk?. Check what it may do and select Allow. Choose the MCP scopes: “Use the MCP server with read-only tools” to only read.

Your role needs the permission Use Cliedesk through MCP (Admins, Supervisors and Agents by default). You can also use an API key with the mcp:read or mcp:write scope, see API keys.

Settings

• AI assistants can connect through MCP: turn MCP off at once, for example when you suspect misuse. Every MCP address then stops working. Your own access to Cliedesk does not change.
• Read-only: on by default.
• Tool calls per minute per client (120) and Changes per minute per client (20).
• Keep the call log (days): 30 days by default.
• MCP clients may register themselves: on by default, with at most 200 apps. When the limit is reached, new apps are refused until you select Remove unused apps now (apps without connections that were not used for 30 days). This part needs the Manage API credentials permission.

Select Save MCP settings. Every change is kept as a version you can restore.

Tools, clients and the call log

• Tools: switch a tool off with Offer …. For tools that change things, choose A person approves first or Runs without approval.
• Connected clients: each app or API key with its last call and calls today. Switch Suspend … on to stop one client without removing it.
• Call log: when, which client, which person, which tool and the result. Filter by tool or result.

Your public help center for any assistant

Turn on Anyone’s AI assistant can search your public help articles. Assistants then search only articles that everyone can read; nothing else. Searches per minute per address is 30 by default. This is off by default.

Customers’ own assistants

Turn on Customers can connect their AI assistant with their account to give each brand a customer address (shown on the page). A customer signs in with their account on your site and allows the assistant. It can then show their orders, list their requests, open a new request and write in them. It never sees other customers’ data. New requests arrive in the inbox like other conversations. This is off by default.

MCP servers for the AI agent

In Settings → Developer → MCP servers for AI you connect other services’ MCP servers, for example Stripe.

1. Select Connect an MCP server. Choose a preset in Start from or enter the Address (HTTPS).
2. Choose the Sign-in and enter the token. Secrets are stored encrypted and never shown again.
3. Select Import tools. Tools arrive switched off, with Autonomy set to Off.
4. Check each tool. Set Kind and Autonomy, then switch Offer … to the AI on. Use Run a test call to try a tool with test arguments.

If the server later changes a tool’s description, the tool is switched off until you check it again. The AI agent uses these tools once the AI features of Cliedesk Pro are available; this is coming in a later version.