An MCP server is an external service you connect to your AI agent so the agent can use its tools while it talks to a customer. A tool can look something up, fetch live data, or take an action in another system, and the agent decides when to call it as it writes a reply.
What an MCP server gives your agent
Once connected, the server shares a list of tools. Each tool has a name and a short description of what it does.
- The agent calls a tool only when it helps answer the question in front of it.
- The result comes straight back into the same reply, so the customer gets one answer.
- You choose which of the server's tools the agent is allowed to use.
Where to find it
Open Customer Service, then Settings, then Integrations, and select the Tools tab. The MCP Tools card is where you connect and manage your server. Turn on the Enable MCP switch to open the connect card.
One server per app
Each AI agent connects to one MCP server. Connecting a new server replaces the previous one for that agent, with no warning, so double-check before you connect again. If your organization runs several agents, you can set a different server on each.
Plans that include MCP
MCP is available on the Growth, Business, and Enterprise plans. On other plans the card shows an upgrade prompt instead of the connect form. See Compare Mando plans and pricing to compare, and Why some settings and buttons are greyed out if the option looks disabled.