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Live Lookup & Actions (Custom MCP) Connections & Integrations Guide

Model Context Protocol (MCP) is an open protocol standard that enables SalesAI agents to securely communicate with external databases, CRM tools, ticketing systems, and custom APIs during live phone calls.

Instead of relying on rigid, single-purpose integrations, MCP Connections allow voice agents to dynamically execute specific tools mid-conversation—such as checking an order status, looking up an account balance, or pulling up a support ticket.

Key Questions to Consider

Before setting up custom tool capabilities, reflect on your live call workflows and data access boundaries:

1. Identify Your Live Call Actions

What does your team do live on a call?

Examples: Looking up an order status, checking a support ticket number, retrieving a customer’s past due balance, or verifying account details.

2. Evaluate Data Access & Security

Should your agent have access to this information?

Security Disclaimer: Because MCP tools connect directly to backend business systems, always evaluate the sensitivity of the data being exposed. Ensure your agents only access information that is safe for public, live-voice disclosure, and consider whether caller verification steps (e.g., matching caller ID, account numbers, or 2FA) are required.

Key Features & Capabilities

  • Bring-Your-Own MCP Integrations: Connect external databases or custom APIs to your SalesAI account.
  • Agent-Level Tool Access: Choose exact tool capabilities per agent rather than using global all-or-nothing permissions.
  • Built-In Guardrails (Call Request Caps): Enforce maximum tool call limits per conversation (configurable from 1 to 10; default recommended is 5) to keep live agent conversations fast, controlled, and protected against infinite loops.
  • Call Transcript Visibility: Track agent actions in real time with inline indicators in call transcripts whenever a tool lookup is executed.

Setting Up Custom MCP Connections

Interested in building or connecting a custom MCP server for your team?

📩 Getting Started: If you want a custom MCP Connection set up for your organization, please reach out directly to your Customer Strategy Manager (CSM). Our team will work with you to scope, build, and connect your workflow securely.

Managing Connections in SalesAI

Once your CSM has configured your MCP endpoint, you can manage and attach it to your agents in the SalesAI portal:

1. Managing Central Connections (Settings)

  1. Go to Settings > Integrations > MCP Connections.
  2. View active connections, check status (Connected / Disconnected), or update API authentication keys.
  3. Adjust Maximum Tool Requests per Conversation to prevent repeated tool calls on a single phone call.

2. Enabling Tools on Agents

  1. Open your target agent in My Agents and click the Tools tab.
  2. Scroll down to MCP Connections and click Add Connection.
  3. Select your connection from the library and click Configure Tool Settings to toggle specific tools ON or OFF for that agent.

Monitoring Live Call Tool Calls

Navigate to Activity Log after a call to review agent behavior:

  • Executed tool calls appear directly in the transcript timeline as TOOL CALLED: <TOOL_NAME>.
  • Verify returned data in real time to ensure agents are accurately referencing your backend information.