Text

Use when you need the vocabulary available for categorizing or filtering chats, before tagging or reporting on them. Example: "which tags can I put on a chat?". Returns every chat tag with its name and the group IDs it is assigned to. Chat tags only - ticket tags are a separate list, use tickets-list-tags.

Send a message from the agent into a chat. Example: "send 'we're looking into this' to chat <chat_id>". Requires the chat's ID and the message text; visibility defaults to "all" (customer-visible) or can be set to "agents" for an internal note. If the chat had already ended, this reopens it before sending - check its status with chats-get-chat first if that matters.

Join a chat as an invisible supervisor, without appearing to the customer. Example: "supervise chat <chat_id> as agent <user_id>". Requires the chat's ID and the supervising agent's ID.

Apply a tag to a specific thread of a chat. Example: "tag chat <chat_id> thread <thread_id> with billing". Requires the chat's ID, the thread's ID, and a tag name that already exists in the account's tag list.

Transfer a chat to another agent or group. Example: "transfer chat <chat_id> to group 5". Requires the chat's ID, a target_type of "agent" or "group", and the target IDs (agent logins or group IDs).

Add a tracking event to a Text customer's timeline. Example: "log a 'purchase' event for customer <customer_id>". Requires the customer's ID (UUID), an event type, and an event payload whose shape depends on that type.

Get a Text customer's full profile from the Customer Data Platform - monitoring info, statistics, tickets, omnichannel identities, and custom properties. Example: "show me customer <customer_id>". Requires the customer's ID (UUID).

Search or list Text customers from the Customer Data Platform by free-text query, filter groups and sort; for one known customer ID use customers-get. Example: "customers from Poland with more than 5 chats, newest activity first" is one AND group over country_code and chats_count (range), sorted by last_activity desc. To fetch specific customers, filter on field customer_ids with up to 100 IDs; it cannot be combined with query or other filters. Returns customers (each with customer_id), total and next_page_id, which goes in page_id for the next page; results_per_page defaults to 10 (max 100); an empty customers list means no match.

Set custom data fields on a Text customer. Example: "set the 'plan' field on customer <customer_id> to 'gold'". Requires the customer's ID (UUID) and one or more property/value pairs; each value must be a string, number, or boolean.

Set values for defined customer properties on a Text customer. Example: "set the 'tier' property on customer <customer_id> to 'enterprise'". Requires the customer's ID (UUID) and one or more property values, each identified by its property definition ID; the value's type must match that definition, and null clears it.

Update a Text customer's identity fields in LiveChat and return the refreshed customer record. Example: "set customer <customer_id>'s email to [email protected]". Requires the customer's ID (UUID) and at least one of name, email, avatar, phone_number (E.164 format), or session_fields.

Use to check that the Text MCP server is reachable and that tool calls round-trip - sends back the text you pass in, unchanged. Carries no product data: it reads nothing from LiveChat or HelpDesk. Example: "is the MCP connection working?". Returns the same string it received; it never returns empty for a non-empty input.

Fetch several Text reports for one period and merge them by date into one flat table (one row per date), ready to export or compare against external data. Example: "give me chats, ratings, and response time for last month in one table". Available report values: total_chats, ratings, response_time, first_response_time, duration, engagement.

Fetch one Text report for two periods and return both series plus deltas (absolute and %). Good for "this month vs last month". Example: "compare total chats this week vs last week". Available report values: total_chats, ratings, response_time, first_response_time, duration, engagement, greetings_conversion, tags, agent_availability, group_chats, queued_visitors, queued_visitors_left.

Fetch one Text report for a time range, with optional filters. Example: "how many chats did we have last week?". Returns normalized records keyed by date, or by agent for ranking/agent_performance, or by tag for tag_usage. Available report values: total_chats, ratings, ranking, response_time, first_response_time, duration, engagement, greetings_conversion, tags, forms, agent_availability, agent_performance, tag_usage, group_chats, unique_visitors, queued_visitors, queued_visitors_left.

List the report types this server can pull via reports-get/reports-compare/reports-combine, with a short description, required scope, key shape, and whether reports-combine can merge it.

Detect the language of a piece of text using the Text.com language detection API. Example: "what language is this: <text>?". Requires text (minimum 10 characters); returns the best-guess language plus every prediction considered.

Add followers to a HelpDesk ticket. Example: "add agent <agent_id> as a follower on ticket <id>". Requires the ticket's ID and one or more follower agent IDs (UUIDs).

Add tags to a HelpDesk ticket. Example: "tag ticket <id> with billing". Requires the ticket's ID and one or more tag IDs (UUIDs) already present in the account's tag list - see tickets-list-tags.

Create a new HelpDesk ticket. Example: "open a ticket for [email protected] about a billing issue". Requires a subject, the initial message text, and the requester's email; optional fields set priority, team/agent assignment, tags, followers, CC list, and whether the message is private. Returns the created ticket as JSON, including its ID and shortID.

Create an upload transaction in HelpDesk, used to attach files to a ticket message before sending it. Example: "start an upload transaction for ticket <ticket_id>". Requires the ticket's ID and a transaction type; returns a transaction ID to reference from tickets-create or tickets-update.

Find an existing HelpDesk ticket by ID. Example: "show me ticket <id>". Requires the ticket's ID; returns the full ticket record.

List HelpDesk tickets, optionally filtered by status, priority, requester email, source, silo, or restricted to the calling agent's own tickets. Example: "list open urgent tickets assigned to me". Pass page (the cursor from a previous response) to continue paging - when set, all other filters are ignored.

Use when you need to know who handles HelpDesk tickets, or to resolve an assignee email to an ID. Example: "who can I assign this ticket to?". Returns every HelpDesk agent with agent ID, account ID, email, and avatar URL. LiveChat agents are a separate roster - use chats-list-agents.

Use to see what tickets exist in HelpDesk when you have no ticket ID yet. Example: "what support requests came in?". Returns ticket ID and subject line only - fetch a ticket by its ID (tickets-find) for body, status, or assignee. No filters - use tickets-list when you need to filter by status, priority, or requester.

Use when you need the vocabulary available for classifying or filtering HelpDesk tickets. Example: "which tags can I put on a ticket?". Returns every HelpDesk ticket tag with tag ID and name. Ticket tags only - LiveChat chat tags are a separate list, use chats-list-tags.

Move a HelpDesk ticket to spam. Example: "mark ticket <id> as spam". Requires the ticket's ID.

Remove followers from a HelpDesk ticket. Example: "remove agent <agent_id> as a follower from ticket <id>". Requires the ticket's ID and one or more follower agent IDs (UUIDs) to remove.

Remove tags from a HelpDesk ticket. Example: "remove the billing tag from ticket <id>". Requires the ticket's ID and one or more tag IDs (UUIDs) to remove.

Send a message to a HelpDesk ticket. Example: "reply to ticket <id> with 'we're looking into this'". Requires the ticket's ID, the message text, and whether the message is private (agent-only) or visible to the requester.

Set custom field values on a HelpDesk ticket. Example: "set the 'order_id' custom field on ticket <id> to 12345". Requires the ticket's ID and one or more custom fields, each identified by its API key.

Summarize a HelpDesk ticket's conversation. Example: "summarize ticket <id>". Requires the ticket's ID; reuses an existing recent summary when available, otherwise requests a new one.

Update an existing HelpDesk ticket. Example: "set ticket <id> to high priority and reassign it to team <team_id>". Requires the ticket's ID; all other fields (subject, status, priority, assignment, tags, followers, CC, message) are optional and only the ones provided are changed.