Tools Reference

Complete reference of every tool the OpenCX MCP server exposes, organized by domain.

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

Tags

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

Search

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

Email

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

WhatsApp

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
list_office_hours	List all schedules
get_office_hours	Get a schedule with its shifts
create_office_hours	Create a schedule with timezone and shifts
update_office_hours	Update a schedule (replaces all shifts)
delete_office_hours	Delete a 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

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
resolve_insight	Mark an insight as resolved
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

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Related Documentation

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