Single Interest Many Thoughts

Meeting the customer where they are means providing tools for the good and the bad times. If they’re using your service’s Model Context Protocol (MCP), you can help them succeed by providing an in app support request through your endpoint.

I’ve been adding a support_contact endpoint in my MCP endpoints. The agent can send a request with the problem and some optional context. Since it’s logged in, I know the account, and maybe even the project and resource it’s using.

I’ve also been adding an admin MCP endpoint. This allows admin flagged users to log in with system tools, such as reading all the support requests. I can pull up Claude, ask it to check for support requests, and get a view of what difficulties or questions my customers have come across.

Using MCP for support doesn’t mean that I’m ignoring a human touch. Every request and response sends an email to the support inbox or customer. It’s similar to those floating chat boxes you may see, but the asynchronous nature means I can take the time to investigate and fix the issue. I might even be able to surprise my customer by telling them in a response the problem is fixed!

If you want to try it yourself, here is a prompt you can use to get started:

Build a support request feature with customer and admin MCP interfaces. Customers can submit requests with optional debugging context and project references, then view their own requests and support replies. Admins can search across accounts, inspect requests, email replies, and resolve or mark requests failed. Store requests and reply history in the database, enforce account and user isolation, separate admin read/write permissions, track email delivery separately from resolution, and use idempotency keys to prevent duplicate replies on retries.

I hope you try this out, and see how meeting your customer where they are means having a better product.

See it in action. Airogel CMS and Airogel Editor both ship with a support_contact tool in their MCP servers. Connect either one to Claude, and if you run into a problem, just ask it to send a support request.