Customer service processes
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Guide

Connect an AI assistant to your processes

Once connected, an assistant such as Claude can look up your published processes and run a case step by step, and the server stops it if it goes beyond what the procedure allows. It takes about five minutes and you do not need any technical knowledge.

Before you start

  • You have an account in this app and at least one published process. A draft is not visible to assistants.
  • Your Claude plan lets you add custom connectors. On Claude Team or Enterprise, the owner of your Claude organisation may have to add the connector first; then you only click Connect (step 3).
  • You have the address of our server. It is the same for everyone in your company:
https://procedly.com/api/mcp

Claude (claude.ai and the desktop app)

  1. Step 1: Open the connector settings in Claude

    In Claude, click your name or initials in the bottom left corner, choose Settings, then Connectors.

    Illustration: Settings, then Connectors. The exact layout in Claude can differ a little.

  2. Step 2: Add a custom connector

    Click Add custom connector. Give it a name you will recognise, for example Customer service processes, and paste the server address you copied above. Leave the advanced settings empty and click Add.

    Illustration: the name is up to you; the URL must be exactly the address above.

  3. Step 3: Click Connect

    The new connector appears on the list. Click Connect next to it. A new browser tab opens with our sign-in page.

    Illustration: Connect starts the sign-in.

  4. Step 4: Sign in and click Allow

    Sign in with the same email and password you use here. You will see a screen asking whether Claude may act on your behalf. Check that the company name is right and click Allow. The tab returns to Claude by itself.

    This is our consent screen. Claude can run cases; admins and editors also let it draft and publish processes. It cannot change the team or settings.

  5. Step 5: Turn the connector on in a chat

    Start a new chat. Open the tools menu under the message box (the + or tools button) and make sure Customer service processes is switched on.

    Illustration: the connector must be on in the chat where you want to use it.

  6. Step 6: Check that it works

    Ask Claude, for example:

    Which customer service processes do we have?

    Claude will ask for permission to use a tool such as list_processes. Allow it. You should see the names of your published processes. To run a case, describe the customer's situation, for example “A customer wants to cancel because the price is too high”, and Claude will follow the procedure step by step.

    Illustration: Claude reads your processes through the connector.

Cases run by Claude show up in the app as AI cases and count towards Usage. You can disconnect Claude at any time in Settings → Connections.

Claude Code

  1. Step 1: Add the server in the terminal

    Run this command in the folder where you use Claude Code:

    claude mcp add --transport http processes https://procedly.com/api/mcp

  2. Step 2: Sign in

    Start claude, type /mcp, choose processes and then Authenticate. Your browser opens our sign-in page; sign in and click Allow.

    Illustration: /mcp lists servers; Authenticate opens the browser.

Other assistants (Cursor and other MCP apps)

Look for a setting called MCP servers, Tools or Integrations and add a remote (HTTP) server with the address above. Apps configured with a JSON file usually accept:

{
  "mcpServers": {
    "processes": {
      "url": "https://procedly.com/api/mcp"
    }
  }
}

When the app asks you to sign in, you will see the same consent screen as in step 4 above. If the app cannot sign in at all, an admin can create an API key in Settings → API keys; keys are meant for bots running on a server.

Build a process in the chat

Admins and editors can also create and publish processes without leaving the assistant. Give it your sources (wiki pages, chat threads, documents, or the assistant's own connectors to them) and ask it to draft a process. In Claude you can start from the ready-made prompt Draft a process from sources.

  1. The assistant condenses the sources into one description and shows it to you.
  2. It creates a draft with the same AI generator as the editor and shows you the steps, questions and AI assumptions.
  3. You answer the questions and confirm or correct each assumption; the draft is generated again with your answers.
  4. Small corrections (a limit, a wording, an extra answer or step) change only that step, without generating the whole process again.
  5. When nothing is open, it publishes the process only after you say so. The version note says it was published from the assistant.

The draft is also in the app right away (the assistant gives you the link), so you can review it in the editor at any point. Bots with an API key cannot create or change processes.

If something goes wrong

Claude says it has no processes
Only published processes are visible. Open the process in the app and click Save and publish.
The sign-in page says “Set up your company first”
Your account is not in any company yet. Finish setting up your company, or ask an admin for an invitation, then click Connect again.
The sign-in page says “The application cannot be connected”
Remove the connector in Claude, add it again with the exact address above and click Connect.
I do not see “Add custom connector”
Your Claude plan may not include custom connectors, or the owner of your Claude organisation has to add it for you.
Claude stopped and handed the case to a person
That is the procedure working: the step is reserved for a human or the value went above a policy limit. Take over the case in the app.
I want to cut off access
Go to Settings → Connections and click Disconnect. Access stops immediately.

Go to Connections