# LiveAgent MCP > LiveAgent MCP gives your agent direct access to every facet of your customer support operations. Pull ticket history, review full conversation threads, and check call records—all without leaving your workflow. It centralizes everything from company details to performance reports into a single conversational interface. ## Overview - **Category:** customer-support - **Price:** Free - **Tags:** helpdesk, customer-service, ticketing-system, support-automation, crm ## Description Managing a modern helpdesk means juggling multiple screens: the ticketing system, the CRM, the call logs. This MCP connects all those pieces directly to your AI agent. Instead of searching through separate dashboards, you can ask your agent to list open tickets or pull up the full history for any customer conversation. You can even make internal notes right within a thread using `add_conversation_message`. For developers, it's a huge win: instead of writing complex API calls just to check an account setting, you simply ask. Since Vinkius hosts this MCP, your agent gets access instantly, letting you manage customer support operations through natural conversation. ## Tools ### get_settings Retrieves core account configuration parameters for LiveAgent. ### list_ticket_history Fetches the complete, paginated history of a specific support ticket. ### list_tickets Retrieves a filtered list of open and closed tickets using advanced JSON filters. ### list_time_reports Gets aggregated time reports, useful for tracking agent productivity over set periods. ### update_conversation_status Changes the current status of a customer conversation (e.g., Open to Pending). ### add_customer_fields Allows you to add or modify custom data fields attached to a specific customer account. ### add_conversation_message Adds an internal note or public message into an existing conversation thread for the team to see. ### list_calls Retrieves a paginated list of all call records associated with the account. ### list_companies Gets a simple list of every company linked to your LiveAgent instance. ### list_conversations Lists all customer conversations or tickets, supporting optional filtering parameters for quick searches. ### list_customer_groups Provides a list of defined customer groups used for segmentation and reporting. ### delete_conversation Permanently deletes a specified conversation thread from the system. ### get_agent Retrieves detailed profile information and authentication tokens for specific agents. ### get_company Fetches all core details for a single company record. ### get_conversation Retrieves the full, detailed contents of one specific conversation thread. ### list_phone_numbers Fetches a paginated list of all phone numbers configured within your account. ## Prompt Examples **Prompt:** ``` List all currently open tickets in LiveAgent. ``` **Response:** ``` I've retrieved the open tickets. You have 3 pending: 'Login Issue' (ID: 452), 'Billing Inquiry' (ID: 453), and 'Feature Request' (ID: 454). Would you like to see the details for any of these? ``` **Prompt:** ``` Add a note to conversation 452: 'Investigating server logs now'. ``` **Response:** ``` Internal note successfully added to conversation 452. The team will be able to see your update. ``` **Prompt:** ``` Get the profile information for agent support@company.com. ``` **Response:** ``` I've found the agent profile. Name: Sarah Connor, Role: Senior Support, Status: Active. Would you like to see her recent time reports? ``` ## Capabilities ### Review and filter open tickets You can list all active tickets or check the detailed history of any given ticket to understand the full scope of the issue. ### Manage customer conversations Retrieve complete conversation threads, update statuses, and add internal notes directly into a client’s record. ### Access communication logs Pull call records and view which phone numbers are configured in the system for immediate reference. ### Check user and company data Get profiles for specific agents or pull detailed information about associated companies. ### Run operational reports Pull time reports, list customer groups, and manage core account settings to understand overall performance. ## Use Cases ### Handling a complex billing dispute A customer calls about a charge they don't recognize. Instead of searching three places, you ask your agent to pull up both the `get_company` details and any related tickets using `list_tickets`. This immediately shows if the issue was reported before or if there are recent call records in `list_calls`, allowing you to give a precise answer instantly. ### Onboarding a new team member A manager needs to audit agent activity. They use the MCP to run reports, checking both profile information using `get_agent` and overall performance metrics via `list_time_reports`. This gives them an objective view of who is handling what volume of work. ### Closing out a critical support thread The issue was resolved, but the record needs to be perfect. You use your agent to update the status using `update_conversation_status`, and then add a final internal summary note via `add_conversation_message` for future reference. ### Preparing for a quarterly review You need data on which customer segments are causing the most trouble. You ask your agent to list all customer groups using `list_customer_groups`, and then cross-reference that against ticket volume using `list_conversations`. ## Benefits - You stop bouncing between tabs. By using `get_conversation` and `list_tickets`, you pull all necessary context—the issue, the history, and the conversation notes—into one chat window. - No more manual reporting. Instead of exporting data to Excel for analysis, ask your agent to run a report via `list_time_reports` and get the summary right away. - Better records mean better compliance. Need to check who called? Use `list_calls` or `list_phone_numbers` to verify contact details without logging into the phone system. - Always know the customer. You can instantly fetch company data using `get_company` and even add custom context fields via `add_customer_fields` during a live chat. - Faster resolution times are built in. When you get full conversation details with `get_conversation`, you cut down on back-and-forth questions and jump straight to solving the problem. ## How It Works The bottom line is: you talk to your AI client, and it does the heavy lifting across your entire support stack. 1. First, you subscribe to the LiveAgent MCP on Vinkius and supply your specific LiveAgent Domain and API key. 2. Next, your AI client connects using those credentials. It authenticates with LiveAgent's system endpoints. 3. Finally, your agent can call any available tool—like listing tickets or retrieving conversation details—and you get the structured data back in a conversational format. ## Frequently Asked Questions **How do I check ticket history using LiveAgent MCP?** You use the `list_ticket_history` tool. This function retrieves all paginated records associated with a specific ticket ID, letting you see every status change and note added over time. **Can I list customer groups with LiveAgent MCP?** Yes, the `list_customer_groups` tool allows you to retrieve all defined customer segments. This is useful for running reports or targeting specific communication campaigns. **What if I need to check agent information? How do I use LiveAgent MCP?** Use the `get_agent` tool. It retrieves detailed profiles, including current status and authentication tokens, so you can verify who is handling which account. **Does LiveAgent MCP let me update conversation statuses?** Yes, you use the `update_conversation_status` tool. This changes the ticket's lifecycle state, ensuring your team knows if it’s pending a reply or fully closed. **What is the difference between list_tickets and list_conversations?** Both list records, but `list_tickets` focuses on ticket status and history, while `list_conversations` provides a broader view of all communication threads, regardless of their current ticketing status.