# Gladly MCP for AI Agents AI Agent Connect > Gladly MCP lets you manage your customer support team and knowledge base through an AI agent. You can pull agent profiles, search public answers, update documentation, and handle call recording statuses without switching tabs. It connects your Gladly account to any compatible client so you can manage your CX operations using natural language. ## Overview - **Category:** customer-support - **Price:** Free - **Endpoint:** https://edge.vinkius.com/vk_preview_03uR9xTUvWnqJpjKpskEEGk3YezNOqopK12xAt0P/ai-agent-connect - **Tags:** customer-service, agent-management, knowledge-base, cx-automation, ticketing ## Description Imagine you're a support lead trying to keep your knowledge base fresh while also keeping an eye on agent performance. Usually, this means jumping between your help desk dashboard and a dozen different tabs just to update a single policy or check if a team member's call recording is active. It's a fragmented way to work that leads to mistakes and wasted time. With this Connector, you can just tell your AI agent to do it for you. You can ask it to find a specific public answer, update the content for a different language, or pull up a list of your active agents to see who's on shift. It handles the heavy lifting of navigating the Gladly platform so you can stay focused on the bigger picture of customer experience. Because Vinkius makes it so easy to plug this into your existing workflow, you'll find yourself spending less time on manual data entry and more time actually helping your customers. It's about making your support operations feel like a conversation rather than a series of clicks. You can manage your entire CX operation from a single chat window, whether you're updating your business hours or checking on your team's compliance. It turns a complex platform into a simple set of commands that your agent executes instantly. ## Tools ### delete_business_hours Delete specific business hours from your account. Use this to remove old shifts or holiday hours. ### add_answer Create a new answer in your knowledge base. This helps you keep your help center updated with the latest info. ### create_business_hours Set up new business hours for your organization. Use this to define when your team is available to help customers. ### delete_answer Remove an existing answer from your records. This is useful for cleaning up outdated content. ### get_agent_call_recording Check the current recording status for a specific agent. This helps ensure your team stays compliant with recording rules. ### get_agent Pull the profile details for a specific Gladly agent. You can use this to see who's on the team and what their role is. ### get_answer_content Retrieve the text and details of a specific answer. This lets your agent read the full content of a help article. ### get_business_hours View your current business hours. Use this to quickly see when your support team is active. ### get_public_answer Fetch a specific public answer from your help center. This is the go-to tool for pulling specific documentation. ### list_agents See a full list of all agents in your organization. Use this to get a quick overview of your entire support staff. ### list_audiences Get a list of all defined audiences. This helps you identify different customer segments for your outreach. ### list_business_hours See all business hours currently configured. Use this to audit your current operational schedule. ### list_public_answers Browse all public answers in your knowledge base. This is great for seeing everything you have published online. ### search_public_answers Find specific public answers using search terms. Use this to quickly pull relevant help articles into your chat. ### send_email Send an email message to a customer or team member. This lets you handle outreach without leaving your agent. ### send_sms Send an SMS message through your Gladly account. Use this for quick, direct mobile communication with customers. ### update_agent_call_recording Change the recording status for an agent. This allows you to toggle compliance settings on the fly. ### update_answer_content Modify the content of an existing answer. Use this to push updates to your help center immediately. ### update_answer Update the metadata or status of an existing answer. This helps you manage the lifecycle of your documentation. ### update_business_hours Edit your current business hours. Use this to keep your operational schedule accurate as things change. ## Prompt Examples **Prompt:** ``` Show me the current business hours for our main office. ``` **Response:** ``` I've pulled your current business hours. Here is the schedule: | Day | Hours | | :--- | :--- | | Monday | 9:00 AM - 5:00 PM | | Tuesday | 9:00 AM - 5:00 PM | | Wednesday | 9:00 AM - 5:00 PM | | Thursday | 9:00 AM - 5:00 PM | | Friday | 9:00 AM - 5:00 PM | Would you like me to update any of these? ``` **Prompt:** ``` Search our public answers for 'return policy' and tell me the first one. ``` **Response:** ``` I found 3 relevant results in your knowledge base. **Top Result: Standard Returns** *Content:* Customers can return most items within 30 days of purchase. Items must be in original packaging with a valid receipt. Would you like me to fetch the full details for this answer? ``` **Prompt:** ``` Is agent ag_99 recording their calls right now? ``` **Response:** ``` I've checked the status for agent ag_99. ✅ **Call Recording:** Enabled Everything is set up correctly for their current shift. ``` ## Capabilities ### Pull agent profiles Get specific details about your team members instantly. ### Search public help articles Find relevant answers from your knowledge base using natural language. ### Update documentation Create, edit, or delete internal and external answers. ### Manage call recordings Toggle recording statuses for your agents to stay compliant. ### Send customer messages Dispatch emails and SMS directly from your AI client. ### Sync business hours View and update your operating hours across the platform. ## Use Cases ### Updating a policy A manager needs to change a refund policy. They ask the agent to use update_answer_content to modify the Refund Policy article. ### Agent check-in A lead wants to see who's online. They ask the agent to list_agents and check the recording status of a specific person using get_agent_call_recording. ### Knowledge search A rep is stuck on a shipping question. They ask the agent to search_public_answers for shipping and summarize the top result. ### Quick outreach A manager needs to notify the team of a change. They ask the agent to send_email to all members of a specific audience found via list_audiences. ## Benefits - Update your help center faster by using add_answer and update_answer_content to keep documentation current without manual editing. - Monitor your team's compliance easily by checking or changing recording statuses with get_agent_call_recording and update_agent_call_recording. - Find help articles instantly for your team by using search_public_answers to pull relevant data into your chat window. - Handle multi-channel communication by sending emails or texts directly through send_email and send_sms. - Keep your operating hours accurate by quickly viewing or modifying them with get_business_hours and update_business_hours. - Get a bird's-eye view of your support staff by using list_agents to see everyone currently active in your organization. ## How It Works The bottom line is you get a direct line of communication between your AI agent and your Gladly support data. 1. Subscribe to the Gladly MCP on the Vinkius marketplace. 2. Input your Gladly Organization ID, email, and API token. 3. Start asking your AI client to manage your agents and content. ## Frequently Asked Questions **Can I use the Gladly MCP to update my help articles?** Yes, you can use this Connector to create, edit, or delete answers in your knowledge base. Your AI agent can handle these updates for you using natural language commands. **How does the Gladly MCP help with agent management?** It allows you to list all your agents, view specific profiles, and check their call recording statuses without leaving your chat interface. **Can my AI agent send emails using the Gladly MCP?** Yes, the Connector includes tools to send emails and SMS messages directly through your Gladly account, making it easy for your agent to handle outreach. **Does the Gladly MCP support multiple languages for my knowledge base?** It does. You can retrieve and update specific answer content for different languages and formats to keep your documentation accessible to everyone. **How do I check if my team is following call recording rules?** You can ask your AI agent to check the recording status for any specific agent. It will pull the real-time status from Gladly so you can ensure compliance. **Can I use Gladly MCP to see my business hours?** Yes, you can quickly view your current business hours or update them whenever your team's schedule changes by asking your AI agent. **Can I enable or disable call recording for a specific agent using this tool?** Yes! Use the `update_agent_call_recording` tool by providing the Agent ID and setting the recording boolean. This allows you to manage compliance settings directly via the AI. **How do I search for help articles in our public knowledge base?** You can use the `search_public_answers` tool. Just provide your Organization ID and the search query, and the agent will return the most relevant public-facing articles. **Is it possible to update the actual text content of an existing answer?** Absolutely. Use the `update_answer_content` tool with the Answer ID, language code, and the new content payload to modify documentation across different languages.