How to connect external tools (MCP) to the agent
Connect the company's CRM, ERP, or online store to the AI agent so it can check and act in those systems during customer service.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
With an external tool connected, the AI agent can, in the middle of a conversation, look up a record, check an order, or log something in the company's system. The connection uses the MCP standard, offered by many systems. Actions that change data require admin approval, unless you allow them.
Where to find it in Cognizy
Before you start
- Your system needs to provide an MCP server. Ask the vendor, or whoever manages the system, for the address (URL) and, if applicable, the access token.
- Only the owner and admins can connect tools.
- AI must be enabled in customer service (AI replies or Flows + AI).
- It takes about 5 minutes if you have the address and token ready.
Step by step
- Step 1:
Before you start, get the MCP server address from your system and, if required, an access token.
- Step 2:
At the bottom of the menu, click Settings.
- Step 3:
Under AI, click General behavior.
- Step 4:
Scroll to Connected tools and click Add integration.
- Step 5:
Fill in the Name (how the team will recognize the system) and the MCP server URL. If the system uses a token, paste it into Authentication token (optional).
- Step 6:
Click Test connection. Cognizy tells you how many tools it found in the system.
- Step 7:
Once the test is successful, click Save.
- Step 8:
The integration appears in the list as Active. Under Manage tools, choose which actions run directly and which require approval: keep approval required for anything that changes data.
How to know it worked
The integration appears in Connected tools as Active. In a test conversation, ask the agent for something that depends on the system (for example, the status of an order): it checks and responds.
If something goes wrong
Failed to test the connection appears.
Make sure the address is complete (starts with https) and that the token is correct and still valid. If the system limits who can access it, ask the vendor to allow Cognizy.
The test found zero tools.
The server responded, but it doesn't offer any actions for this token. Check the token permissions in your system.
The agent doesn't use the tool.
Make sure the integration is Active and that the customer's question is related to what the tool does. Write actions wait for approval in To review.
I don't know if my system has an MCP server.
Ask the system vendor about an "MCP server" or "MCP integration." If it doesn't have one, the alternative is webhook and API integrations, under Settings › Integrations.
Next step
Test the agent in the playground, under Company › AI Agents › Test agents.
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