# Gladly MCP > Gladly MCP manages your entire customer support knowledge base from anywhere. Use this connection to list agents, search public answers for policy details, and update help articles across multiple languages without logging into the Gladly platform. ## Overview - **Category:** customer-support - **Price:** Free - **Tags:** customer-service, agent-management, knowledge-base, cx-automation, ticketing ## Description Managing a large support team requires keeping track of everything: who's available, what policies are current, and if recordings meet compliance standards. This MCP connects your agent to those operations. You can search public answers for quick policy details or use tools like `list_agents` to get a full roster of staff members in your organization. Need to fix an outdated article? You can create new content using `add_answer`, update existing help articles with `update_answer`, or even localize the same answer into different languages and formats. It also lets you control operational elements, such as setting agent call recording status or updating business hours. Because this MCP is hosted on Vinkius, it gives your AI client access to thousands of other services, making it one central place for all your support automation needs. ## Tools ### add_answer Adds a brand new answer to the knowledge base. ### create_business_hours Establishes and records the company's business operating hours. ### delete_answer Removes an answer from the knowledge base entirely. ### delete_business_hours Deletes previously set business operating hours. ### get_agent_call_recording Retrieves the current call recording status for a specific agent. ### get_agent Fetches detailed information about one particular Gladly agent. ### get_answer_content Retrieves the full text content of a specific help article answer. ### get_business_hours Shows the currently recorded business operating hours for the organization. ### get_public_answer Gets the full content of a specific public-facing answer. ### list_agents Provides a list of all registered agents in the organization. ### list_audiences Retrieves a list of defined customer audiences. ### list_business_hours Lists all recorded business hours settings. ### list_public_answers Provides a directory listing of public-facing help answers. ### search_public_answers Searches the knowledge base for specific topics using natural language queries. ### send_email Sends a message to an external recipient via email. ### send_sms Sends a text message (SMS) to a phone number. ### update_agent_call_recording Changes the call recording status for an agent, enabling or disabling it. ### update_answer_content Modifies the text content of an existing help answer. ### update_answer Makes general changes to an entire knowledge base article, beyond just content. ### update_business_hours Modifies the recorded business operating hours for the company. ## Prompt Examples **Prompt:** ``` List all active agents in our Gladly organization. ``` **Response:** ``` I've retrieved the agent list. You currently have 12 agents active, including 'Sarah Miller' (ID: ag_123) and 'James Wilson' (ID: ag_456). Would you like to see details for a specific agent? ``` **Prompt:** ``` Search public answers for 'shipping policy' in org 5521. ``` **Response:** ``` Searching... I found 3 relevant public answers. The top result is 'Standard Shipping Times' (ID: ans_99). Would you like me to fetch the full content of this answer? ``` **Prompt:** ``` Check the call recording status for agent ag_123. ``` **Response:** ``` The call recording status for agent ag_123 is currently set to 'Enabled'. Would you like to disable it? ``` ## Capabilities ### Manage Agent Roster List all agents in the organization and check individual profiles or recording settings. ### Search Knowledge Base Content Instantly search public answers to find relevant help articles for customers. ### Update Support Documentation Create, modify, or delete internal and external knowledge base answers. ### Handle Multi-Language Content Retrieve and update specific answer content for different languages and formats. ### Monitor Operational Status Check agent call recording statuses or adjust the organization's business hours. ## Use Cases ### Auditing Agent Compliance A Support Manager needs to confirm every agent is recording calls correctly for an audit. Instead of manually checking dashboards, they prompt their agent: 'Check the call recording status for all agents.' The MCP uses `list_agents` and `get_agent_call_recording` to give them a compliance report instantly. ### Fixing Outdated Policies A Knowledge Base Admin knows a return policy changed. They use the agent to update the content via `update_answer_content`, and then use `get_public_answer` immediately after to confirm that the public-facing version is correct. ### Drafting Customer Responses A CX Operations team member receives a complex shipping question. They ask their agent to 'Search for shipping policy in California.' The MCP uses `search_public_answers` and fetches the details using `get_answer_content`, giving them perfect, sourced copy-paste text. ### Adding New Services The company launches a new service line. Instead of creating it manually in multiple locations, they ask their agent to 'Add an answer about the new warranty.' The MCP handles this with `add_answer`, ensuring documentation consistency. ## Benefits - Maintain compliance and quality control. You can use `update_agent_call_recording` to toggle call recording settings for any agent, ensuring you meet regulatory requirements instantly. - Keep documentation current across borders. Update or localize content using `update_answer_content`, allowing you to sync a single policy change into multiple languages efficiently. - Never lose track of staff details. The `list_agents` tool gives you an immediate roster of all active employees, so you always know who's available and who needs training. - Improve self-service answers. Instead of writing policies from scratch, use `search_public_answers` to pull relevant information instantly, improving response quality for your team. - Control business visibility. Manage the company calendar using `create_business_hours` or check existing times with `get_business_hours`, so customers always see accurate hours. ## How It Works The bottom line is, you run complex operations and content management tasks using simple chat commands. 1. Subscribe to this MCP and provide your Gladly Organization ID, Email, and API Token. 2. Your AI client gains immediate access to all support tools within the Vinkius catalog. 3. You prompt your agent with a request—like 'Update the shipping policy for Canada'—and it executes the necessary changes. ## Frequently Asked Questions **How do I update content with Gladly MCP?** You can modify help articles using `update_answer_content` if you only need to change the text, or use `update_answer` for broader changes. This keeps your knowledge base accurate. **Can I list all agents with Gladly MCP?** Yes, run the `list_agents` tool. It provides a comprehensive roster of every agent in your organization so you know who to talk to about coverage gaps. **Does Gladly MCP help with multiple languages?** Absolutely. The MCP supports content localization, allowing you to retrieve and update the same answer's content for various international formats using specific tools. **What if I need to send a message outside of support? Does Gladly MCP handle that?** Yes. Beyond knowledge base management, this MCP includes messaging capabilities like `send_email` and `send_sms`, letting you communicate with contacts directly. **How do I check the current business hours using Gladly MCP?** You use the `get_business_hours` tool. It retrieves your organization's currently recorded operating times, which is useful for scheduling or setting expectations.