Prompt Library

Copy any prompt below and paste it into your AI client. Each one maps to one or more OpenCX MCP tools automatically — no special syntax needed.

Copy any prompt below and paste it into your AI client. Each one maps to one or more OpenCX MCP tools automatically — no special syntax needed.

For multi-step scenarios that chain several prompts together, see Workflows.

Inbox and Sessions

Browse and filter

• “List my open chat sessions”
• “Show sessions from the last 7 days that were handed off”
• “Filter sessions by the Billing team with negative sentiment”
• “Find sessions tagged ‘urgent’ from the web channel”

Investigate

• “Investigate ticket #4521 — why did the AI hand off?”
• “Show me the full message history for session <id>”
• “Show debug data for that session, including AI reasoning and citations”
• “What handoff events happened in this session?”

Take action

• “Resolve session <id>”
• “Assign this session to @jane”
• “Transfer this session to the Billing team”
• “Add an internal comment: ‘Checked — handoff was correct.’”
• “Reply to the customer: ‘Your refund has been processed.’”
• “Tag this session as ‘escalated’”

Search

• “Search for messages mentioning ‘refund policy’”
• “Find contacts who asked about shipping”

Training

Browse and search

• “List all training scenarios”
• “Show draft training scenarios about returns”
• “Search the knowledge base for ‘cancellation policy’”
• “Show the directory tree for training scenarios”

Create and edit

• “Create a draft training scenario titled ‘Password reset flow’ that walks the customer through resetting their password”
• “Update the ‘Refund process’ scenario to mention the 30-day window”
• “Move the ‘Shipping FAQ’ scenario into the ‘Logistics’ directory”
• “Create a new training directory called ‘Onboarding’”

Publish and version

• “Publish the ‘Password reset flow’ training scenario”
• “Unpublish the ‘Old returns process’ scenario”
• “Show version history for the ‘Refund process’ scenario”
• “Revert the ‘Shipping FAQ’ scenario to version 2”

AI profile

• “Show the current AI agent system prompt”
• “Update the system prompt to mention our new return policy”

Phone Agents

Setup

• “List available voices — I need a female US English voice”
• “Create an inbound phone agent named ‘Returns Hotline’ with that voice”
• “Show all phone agents”
• “Get the full config for the ‘Returns Hotline’ agent”

Knowledge and workflows

• “What knowledge sources are attached to the Returns Hotline agent?”
• “Attach the ‘Returns FAQ’ knowledge source to the Returns Hotline agent”
• “What workflows can the Returns Hotline agent trigger?”

Calls

• “Make an outbound call from the Returns Hotline agent to [phone]”
• “Delete the ‘Test Agent’ phone agent”

Analytics

CSAT

• “Show CSAT scores from the last 30 days”
• “What’s the CSAT score for session <id>?”

Handoff and impact

• “Show handoff analytics for the last 7 days — what are the top reasons?”
• “Pull the impact report — what’s our AI resolution rate?”

SLA

• “Show SLA compliance for this month”
• “Break down SLA compliance by team”
• “Show the SLA breach heatmap — when do most breaches happen?”
• “What’s the compliance trend over the last 4 weeks?”

Customer insights

• “What customer insight categories do we have?”
• “List recent customer insights”
• “Show details for the top insight — which sessions does it reference?”
• “Assign the billing insight to the Billing team”

Contacts and Teams

Contacts

• “List contacts”
• “Create a contact: Jane Doe, [e-mail], [phone]”
• “Update the contact with email [e-mail] — set name to ‘Jane Smith’”
• “Delete the contact with ID <id>”

Blocklist

• “List blocked contacts”
• “Block the contact [e-mail]”
• “Is the domain example.com blocked?”
• “Unblock [e-mail]”

Teams and users

• “List all teams”
• “Who are the available members on the Billing team?”
• “Add @jane to the Billing team”
• “List all users in the organization”

Workflows and Operations

Workflows

• “What workflow trigger types and action types are available?”
• “List all workflows”
• “Create an inactive workflow: on ticket-created, tag it as ‘new’ and notify Slack”
• “Activate the ‘New Ticket Tagger’ workflow”
• “Manually trigger the ‘Weekly Report’ workflow”
• “Show runs for the ‘New Ticket Tagger’ workflow”

AI actions

• “List all AI actions”
• “Show the full payload spec for the ‘Check order status’ action”
• “Create an action that calls our returns API”

Outbound sequences

• “Create a 3-step outbound sequence: day 1 email, day 3 follow-up, day 7 final reminder”
• “Start the ‘Onboarding’ sequence”
• “Add contacts from the ‘New Signups’ list to the Onboarding sequence”

Office hours and org

• “List office hours schedules”
• “Create an office hours schedule for US Eastern, Monday through Friday 9am to 5pm”
• “Show organization info”

Knowledge and Content

Website crawling

• “List website datasources”
• “Crawl https://docs.example.com and add it as a knowledge source”
• “Check the crawl status for the docs datasource”
• “Re-crawl the docs datasource”

Help center

• “List all help centers”
• “Export the full content tree from our help center”
• “List media files in the help center”

Autopilot

• “What’s the autopilot status for each channel?”
• “Enable autopilot for the web channel”
• “Disable autopilot for the email channel”

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Related Documentation

Workflows

Multi-step scenarios that chain prompts together

Tools Reference

All available tools organized by domain

Get Started

Connect the MCP server to your AI client

Troubleshooting

Common issues and fixes