# Connecting Kustomer to a remote MCP server

> This document explains how to connect Kustomer to a remote Model Context Protocol MCP server so that Kustomer AI can securely access and take action in these 

Source: https://help.kustomer.com/en_us/connecting-kustomer-to-a-remote-mcp-server-HknwNCnYWx

Last updated: 2026-06-16T22:37:03.494Z

This document explains how to connect Kustomer to a remote Model Context Protocol (MCP) server so that Kustomer AI (both Concierge and Envoy) can securely access and take action in these applications.

When you connect an MCP server to Kustomer, you enable AI agents to:

*   Call external tools (for example, create issues or fetch orders).
*   Read external data sources (for example, knowledge base content).

Use Kustomer's MCP server to better train and personalize your Kustomer AI based on the knowledge sources, tools, and responses most relevant to your business.

### In this article:

*   [Prerequisites](#prerequisites)
*   [Configuring MCP servers](#configuring)
*   [Adding custom MCP servers](#adding-custom-mcp)
    *   [Authenticating MCP servers](#authenticating)
    *   [Configuring OAuth 2.0](#oauth)
*   [Initializing MCP servers](#initializing)
*   [Enabling MCP tools](#enabling-mcp)
*   [Using MCP tools in AI agents](#using-mcp)

### Prerequisites

Confirm the following before starting setup:

*   You must have your own **MCP server URL** from your provider.
*   The Kustomer MCP server supports these **authentication methods**:
    *   OAuth 2.1
        *   Your provider must support **Dynamic Client Registration (DCR)**.
        *   You must authenticate on behalf of your organization
    *   Personal Access Token (PAT)
    *   No authentication
*   Your MCP server can be from one of these officially supported providers:

Provider

Authentication

[Guru](https://kustomer.kustomer.help/en_us/using-the-guru-mcp-server-H1ViPR2FWg)

OAuth

[Linear](https://kustomer.kustomer.help/en_us/using-the-linear-mcp-server-Bym7dA2FWl)

OAuth

[Atlassian Rovo](https://kustomer.kustomer.help/en_us/using-the-atlassian-rovo-mcp-server-HkZRwC2Fbe)

OAuth

[Pendo](https://kustomer.kustomer.help/en_us/using-the-pendo-mcp-server-HyAtDR3Fg)

OAuth

[Zapier](https://kustomer.kustomer.help/en_us/using-the-zapier-mcp-server-Sy1BPChtbg)

OAuth

[Pipedream](https://kustomer.kustomer.help/en_us/using-the-pipedream-mcp-server-BkuXw0htZe)

OAuth

[Sentry](https://kustomer.kustomer.help/en_us/using-the-sentry-mcp-server-HJ8vvC3tZl)

OAuth

[GitHub](https://kustomer.kustomer.help/en_us/using-the-github-mcp-server-SkPdChtbe)

PAT

[Monday](https://kustomer.kustomer.help/en_us/using-the-mondaycom-mcp-server-HJWIw0hFZg)

OAuth

[Notion](https://kustomer.kustomer.help/en_us/using-the-notion-mcp-server-HJsJdAhKbe)

OAuth

[Shopify Storefront](https://kustomer.kustomer.help/en_us/using-the-shopify-mcp-server-BJVbP02KWl)

no-auth

> Some MCP providers require **allowlisting** of redirect URIs or customer accounts. If required, complete that process with the provider before setup.

> This list only includes the officially supported and tested MCP servers. It may be possible to configure other MCP servers not on this list.

### Configuring the MCP server

To begin, configure the server settings for your MCP server within Kustomer.

**To open MCP Servers**

1.  In the **left navigation panel**, **select** **Kustomer AI**.
2.  **Select** **MCP Servers**.

You land on the MCP Servers experience with two primary ways to work with servers: the **Configured Servers** tab for servers already in your organization, and the **Discover Servers** tab for the connector catalog.

### MCP Servers page overview

#### Configured Servers tab

Use **Configured Servers** to see servers your organization has already added, open a server to review its details, and manage connections that are in use.

#### Discover Servers tab

Use **Discover Servers** to browse the connector catalog, open a provider, and start the guided **Connect** flow for that provider.

#### Add Server

Use **Add Server** when you need to register a server that is not covered by the catalog entry you want, or when you are connecting to a custom endpoint. **Add Server** opens a flow where you enter connection details and choose an authentication method that matches what the server supports.

### Discover and connect a server from the catalog

The catalog lists curated connectors. Each connector uses the same navigation pattern so readers can predict the steps.

### Adding custom MCP servers

Kustomer maintains a directory of officially supported MCP servers, but you can add a custom MCP server. This server:

*   Is not listed publicly in the Kustomer MCP server app directory.
*   Is not officially supported by Kustomer support.

**To connect from Discover Servers**

1.  In the **left navigation panel**, **select** **Kustomer AI** > **Configuration** > **MCP Servers**.
2.  **Select** the **Discover Servers** tab.
3.  **Select** the connector you want, for example **Asana** or **Linear**.
4.  On the provider page, **select** **Connect**.
5.  Complete the on-screen steps for authentication and confirmation.

After the server initializes, Kustomer records the capabilities that server advertises. Those capabilities determine which detail tabs appear for that server (see Review server details, security, and capabilities).

### Add a server with Add Server

**To add a server**

1.  Open **Kustomer AI** > **Configuration** > **MCP Servers**.
2.  **Select** **Add Server**.
3.  Enter the server details as prompted in the form.
4.  In **Authentication**, **select**the method the server expects:
    *   **No Authentication** for servers that do not require credentials.
    *   **Personal Access Token (PAT)** when the server accepts a token you generate in the provider's developer or account settings.
    *   **OAuth 2.0** when the server completes authorization through an OAuth consent flow managed in the product.

Save or confirm the server when the form validates. After initialization, open the server from **Configured Servers** to confirm **Overview** and **Security**, and any capability-driven tabs that appear.

#### Authenticating MCP servers

From the **Authentication Type** dropdown, select one of the following options:

Auth Type

Authentication Flow

When to Use

**No Authentication**

Kustomer connects automatically with no credentials required.

*   Connecting to public APIs
*   Testing or development scenarios
*   When the MCP server manages authentication internally
*   For non-sensitive MCP servers

**Personal Access Token (PAT)**

You provide a static token issued by an external system, which Kustomer uses for validation.

*   Connecting to internal systems
*   When the provider issues static API tokens
*   When all users should share the same access 

**OAuth 2.0**

OAuth-based authorization flow with token exchange and automatic refresh (OAuth 2.0 / 2.1). See [Configuring OAuth 2.0](#oauth).  

*   Connecting to third-party SaaS platforms
*   When automatic token refresh is required
*   When the provider supports OAuth 2.0 or 2.1

  

> Note: Not all authentication types are supported by all MCP servers. Verify authentication process with your MCP server provider.

#### Configuring OAuth 2.0

With OAuth 2.0 authentication, Kustomer initiates the OAuth flow. However, the process changes depending on whether your server supports Dynamic Client Registration (DCR).

If DCR is supported, Kustomer will automatically:

*   Discover OAuth metadata.
*   Register as a client using DCR.
*   Enforce \*\*Proof Key Code Exchange (\*\*PKCE).

If DCR is not supported, manual configuration is required.

To manually configure OAuth 2.0:

1.  Tick the option to **Configure OAuth manually.**The Manual OAuth Configuration - Authorization Code Flow option unfurls. Enter the following required details:
    1.  Enter your **Client ID**.
    2.  Enter your **Client Secret**. This is optional when PKCE is enabled.
    3.  Enter the **Authorization URL**.
    4.  Enter the **Token URL**.
    5.  Enter optional defined scopes. Use comma separation for multiple entries.
2.  Click **Create Server** to create your server, or **Cancel** to discard changes.

### Initializing the MCP server

After authentication, Kustomer:

*   Connects to the MCP server endpoint.
*   Discovers any:
    *   Available tools
    *   Resources
    *   Prompts
*   Stores server metadata and capabilities.

Initialization status appears as one of the following:

*   **Not initialized**
*   **In progress**
*   **Complete**
*   **Failed**
*   **Cancelled**

Once your server is **Complete**, it is initialized and you can begin to enable MCP tools.

### **Using MCP tools with automations**

Once a tool is initialized, you're ready to toggle specific tools you want your automation to access during its work. 

#### Toggling tools

The MCP server you initialized should be populated in **Kustomer AI > MCP Servers**. Click a server, and then click the **Tools** tab to see its list of available tools. Automations can choose to use any tools that you toggle on and assigned to them. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/616856dd3f5b8b3a9969f2f8e552f8d0.png)

Click to toggle on each tool you want to use. Tools are off by default and must be toggled on to be used. 

#### Using MCP server tools in automations

Concierge and Envoy can both use tools from MCP servers you have connected with. 

#### Using tools with Concierge

For Concierge, `@` mention the tool you want the automation to call from within its procedure. For example:

> Use Shopify @**search\_shop\_policies\_and\_faqs** to check if the customer's return request is within our return window. 

> If power cycling fails to resolve the situation, use **@notion\_search** and **@notion\_fetch** to both search for and retrieve documentation on issues related to the customer's issue. If documentation exists, summarize the necessary steps that user must take. 

Some practical examples might include:

*   A tool that allows Envoy to use the Linear MCP server to find related issues for a ticket in progress. 
*   A tool that allows a Concierge automation access to search the Notion MCP server for internal resource and solutions to common user queries. 
*   A Concierge automation that uses Shopify to help talk customers through a purchase, add items to their cart, and help them complete their purchase, with information on specific return or refund policies asked along the way.
*   A Concierge automation that can answer questions about returns, refunds, and shipping changes through access to Shopify's MCP server.

Each tool follows this naming format:

```
tool_name
```

Examples:

*   From Linear: `get_issue`
*   From Notion Workspace: `search_pages`
*   From Shopify Store: `get_order`

#### Using tools with Envoy

In Envoy, tools are called by the AI agent and access is granted as needed. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/090c2e834b07f3d8b904bc89d93821a7.png)

To grant an AI agent access to a tool:

1.  Click **Kustomer AI**, followed by **Envoy**. 
2.  Locate your AI agent from the list of agents you've created. 
3.  In the **Tools**field, use the dropdown menu to select as many tools as needed. 
    1.  Click a tool to add it. The dropdown menu does not close. 
    2.  Click the **X** symbol next to a tool to remove it from the list. 
    3.  Assign only the tools that the AI agent needs to access. 
4.  In the guidance section, define which tools should be used when in the conversation flow.