Tools (3)
| Tool | Access | What it does | Serves |
|---|---|---|---|
warm_transfer | Writes | Transfer to a human queue with reason code and context, or open an escalation. | 3 agent tools |
write_case_note | Writes | Write a structured case note and disposition. | 1 agent tool |
search_knowledge_base | Read | Retrieve compliance-approved articles and scripts. | 1 agent tool |
Overview
Lets conversational agents hand off to humans with a structured context package, log interactions and answer from compliance-approved content only.
Backing systems
- CCaaS platform
- Case management
- Knowledge base
Security & data
Transcripts and context packages are stored in the contact-centre platform, not the MCP.
Build & deploy
Wrap CCaaS and case-management APIs; knowledge search over the approved KB index.
Packaged as a container alongside the agents that use it; deployed into the licensee's environment.