Why connect your own assistant?

If your team already uses an AI assistant such as Claude, you can give it access to your calls. You then ask it questions exactly like the built-in assistant, but from the tool you use every day, and you can combine your calls with your other documents and connectors.

This connection relies on MCP (Model Context Protocol), the open standard that lets AI assistants use external tools. You don't need to know anything about MCP to use it: just follow the steps below.

What your assistant can do

Once connected, your assistant can:

• Count and compare calls: by subject, topic, agent, queue, sentiment, day, week or month
• Understand the reasons for calls and frustration from samples of call analyses
• Assess an agent against the rest of the team
• Search calls by period, direction, agent, subject, topic or content
• Read the full transcript of a call

Access is read-only: your assistant cannot change anything in CX-Engine.

Step 1: create an access token

1. In CX-Engine, select your account, then open CRM Connector > Insights AI (MCP)
2. Click New access token
3. Give it a name to find your way around (for example the name of your assistant), choose the PBX to analyze, then confirm
4. Copy the displayed token: for security reasons, it will never be displayed again

The window also shows the server address and the exact values to enter in the next step.

A token gives access to the calls of a single PBX. Create one token per PBX if your account is linked to several PBXs.

Step 2: add the connector to your assistant

Any MCP-compatible assistant can connect to Insights AI. In your assistant's settings, look for the connectors (or MCP servers) section, then add a custom connector with the following information:

Choose a connection without OAuth (often called "no sign-in" or "no authentication") and send the token in a header: OAuth sign-in is not available yet.

Example: Claude

1. In Claude (website or desktop app), open Customize > Connectors, then click Add custom connector
2. Fill in the name (Insights AI) and the server address shown in CX-Engine, then click Continue
3. Under Authentication, select No sign-in
4. Under Request headers, choose x-api-key, paste your access token as the value and keep Required checked
5. Click Add

Make sure to select No sign-in: with the "Sign in now" or "Sign in when needed" options, Claude attempts an OAuth sign-in, which fails.

Request headers are being rolled out by Claude: if the Request headers section does not appear, your organization does not have access yet. On Team and Enterprise plans, an owner of the Claude organization adds the connector.

ChatGPT

ChatGPT currently only accepts connectors that use an OAuth sign-in. Connecting Insights AI from ChatGPT will be possible soon.

Step 3: use Insights AI in a conversation

1. Start a new conversation in your assistant
2. Enable the Insights AI connector from the + > Connectors menu
3. Ask your question, for example: "Which subjects caused the most frustration to our customers this month?"

Your assistant may ask for your permission the first time it uses an Insights AI tool. You can usually allow it once or for all conversations.

Managing your tokens

From CRM Connector > Insights AI (MCP), you can at any time:

The Last used column tells you when a token was last used.

A token also stops working if its owner loses access to the account or the permission to use Insights AI.

Lost your token? It cannot be shown again: create a new one and revoke the old one.

Privacy

When you connect your own assistant, the information needed to answer your questions (statistics, summaries, transcript excerpts) is sent to that assistant and processed under its publisher's terms. Make sure its use complies with your company's policy.

For technical teams

Insights AI is a standard MCP server (Streamable HTTP transport), usable with any MCP client: Claude Code, Cursor, Claude Desktop, etc.

• URL: https://your-workspace.cx-engine.com/mcp/insights
• Authentication: access token in the X-API-Key header (or Authorization: Bearer)

With Claude Code:

claude mcp add --transport http insights-ai https://your-workspace.cx-engine.com/mcp/insights --header "X-API-Key: your-token"

JSON configuration (Cursor, Claude Desktop…):

{
  "mcpServers": {
    "insights-ai": {
      "type": "http",
      "url": "https://your-workspace.cx-engine.com/mcp/insights",
      "headers": { "X-API-Key": "your-token" }
    }
  }
}

Exposed tools: get_context, count_calls, search_calls, sample_call_insights, agent_report, get_call and find_similar_tags. All are read-only.

Permissions

Managing tokens requires the MCP tokens permissions (crm-mcp-token.*). Administrators have them by default. Each user sees their own tokens; the crm-mcp-token.manage-any permission lets a user manage the tokens of every user of the account.