How to Use MCP

What Can You Ask Your AI Agent?

Once your AI app is connected to Reply.la, you can ask it about your Inbox, contacts, chatbots, and campaigns in plain language, in English or Bahasa Malaysia. Reply.la MCP covers 15 features, using 67 tools and 20 permissions.

You don't need to know any tool names. Ask the way you'd ask a teammate, for example:

• "Who's waiting for a reply?"
• "Why isn't my bot replying?"
• "Draft a Promo Raya blast."

Not connected yet? Follow Connect Your AI to Reply.la first.

Choose Your Permissions

The first time your AI app connects, Reply.la opens an approval screen. Pick a preset there, or tick each permission yourself.

You can change it anytime in Integrations → MCP for AI Agents → Connected agents → Edit access.

Full Permission Map

There are 9 areas and 20 permissions. Each preset includes everything in the presets before it.

When you tick a permission like Edit or Send in Custom, that area's View permission is added with it.

Examples by Feature

1. Inbox: Who's Waiting for a Reply?

How's the Inbox this morning? Who should I reply to first?

There are 42 conversations. 9 customers are waiting for a reply, 3 have been handed over to a person, and 2 more have a reply window closing within the hour. Waiting longest: Puan Aida, 2 hours 10 minutes, not assigned to anyone.

What was the last chat with Encik Farid on the Sales HQ device?

Last night at 9:42 PM he asked about the Premium package price. The bot answered RM199 a month, then he asked for an invoice. No reply since then, and this chat is assigned to Hafiz.

Also try: "How many chats are unassigned?" · "Which chats has the bot paused?" · "How many pending chats does Hafiz have?" · "How many new chats in the last 24 hours?"

2. Inbox: Assign and Hand Over Chats

Assign Puan Aida's chat to Hafiz, then pause the bot for that chat.

Done. Puan Aida's chat is now with Hafiz, and the chatbot is paused for that conversation only. The bot stays quiet until you or your team turn it back on.

Encik Lim's chat is settled. Mark it as read and give it back to the bot.

Marked as read for the whole team, and the chatbot is back on for that chat. On a WhatsApp Business device, the customer will see blue ticks, and that can't be undone.

Also try: "Unassign this chat." · "Which teammates can I assign to?" · "Turn the bot back on for chats that hit the reply limit."

3. Reply to Customers

Reply to Puan Aida: "Your order was posted today, I'll send the tracking number this afternoon."

Confirming first: to Puan Aida, +60 12-345 6789, from the Sales HQ device. Message: "Your order was posted today, I'll send the tracking number this afternoon." Send now?

Yes, send it. Then send the catalogue to Encik Farid too.

Puan Aida's message has been sent. I can't message Encik Farid: his last message was more than 24 hours ago, so a free-form reply isn't allowed. Do you want to use an approved template?

Also try: "Show all messages with this contact." · "Reply using the second device." · "Send this picture to Puan Aida."

4. Contacts and Labels

List contacts from ads this week that have the Hot Lead label.

I found 18 contacts from ads this week with the Hot Lead label. The 3 newest are Aida, Farid, and Mei Ling. Want full details for anyone, or the whole list?

Add a new contact: Siti, +60123456789. Give her the Trial label.

Created Siti, +60 12-345 6789, with the Trial label. Note: the label must already exist in your organization. I can't create new labels here.

Also try: "Update Encik Farid's company." · "Remove the Cold label from this contact." · "Delete the test contact from earlier."

5. Templates

Which templates do we have for the Sales HQ device?

There are 6 templates. 4 are approved: promo_raya, order_update, appointment_reminder, and payment_followup. 1 is pending and 1 is rejected. Only approved templates can be sent.

Send order_update to +60123456789. Name Aida, order A1023.

This is what will be sent: "Hi Aida, your order A1023 is being processed." It goes straight to the customer and can't be undone. Confirm send?

Also try: "Show the full wording of promo_raya." · "Which variables need filling in?" · "Which templates are still pending?"

6. Analytics and Devices

How did the Sales HQ device perform in the last 30 days?

312 new leads. Funnel: 312 New, 140 Interested, 61 Closed. It takes 4.2 days on average to close. Lead sources: ads 181, direct messages 97, organic posts 34.

Which devices are disconnected?

You have 3 devices. Sales HQ and Support are connected. Cawangan Ipoh is disconnected. Please reconnect it in Device Manager in your dashboard.

Also try: "Where do most of our leads come from?" · "How many new leads in the last 7 days?" · "Which day had the highest closing rate?" · "How long does it take to close on average?"

See Analytics for what these numbers mean.

7. Chatbot Settings

How is the Kedai Aida chatbot set up?

The chatbot is on, in Guided training mode. Working Hours are 9 AM to 6 PM, Monday to Friday. The welcome message is on, Auto Follow Up is on with 2 intents, and Human Takeover uses the Smart method. There's a draft that hasn't been published yet.

Which keywords are set up, and what does the bot reply?

There are 3 keyword rules. "menu" (contains) sends the menu picture. "harga" (exact) sends the price list. "lokasi" (contains) sends the shop address. The first rule that matches answers, not the AI.

Also try: "How many chatbots does my plan allow?" · "What's the difference between draft and live?" · "Which AI Tools are on?" · "When does the bot hand over to an admin?" · "Which follow-ups are set up?"

8. Troubleshoot: Why Isn't the Bot Replying?

Why hasn't the chatbot replied to customers since this morning?

I checked the device, Chatbot Status, AI Enabled, Working Hours, and AI tokens. The cause: it's outside Working Hours. The bot is set to 9 AM to 6 PM, Monday to Friday, and today is Sunday. Everything else is fine.

Then why didn't the bot reply to Puan Aida yesterday?

For Puan Aida's chat, the AI is paused because a teammate took over that conversation. The bot stays quiet until the chat is resumed. I haven't changed anything. Do you want me to turn it back on?

All four are needed. If one is missing, the reply checks tool doesn't appear.

Also try: "Why does the bot keep sending the same message?" · "Why did the bot add the wrong label?" · "Why did the bot give the wrong price?"

9. Edit a Chatbot

Add an FAQ: "Do you have COD?" Answer: "Yes, for the Klang Valley only."

Added to the draft. The live bot hasn't changed and customers can't see it yet. The draft is waiting for you to review and publish.

Change Working Hours to 9 AM to 10 PM, every day.

Okay, in the draft Working Hours are now 9 AM to 10 PM every day. Not live yet. Do you want to see a summary of the changes before you publish?

Also try: "Make a new chatbot for my cake shop." · "Make the tone friendlier." · "Change the welcome message." · "Set a reply limit of 20 per chat."

10. Automations: Keywords and Follow-Ups

Add a keyword "menu". When a customer types it, send the menu picture.

Added the rule "menu" (contains) to the draft, with the file Menu-2026.jpg from your File Manager. Not live until the draft is published.

If a customer goes quiet for 6 hours after asking about prices, follow up once.

Added the intent "Asked about price" to the Auto Follow Up draft: wait 6 hours, then the AI writes a follow-up message. Not live until you publish.

The agent can draft changes on six automation pages: Keywords, Auto Label, Auto Follow Up, Human Takeover, AI Workflows, and AI Tools.

Also try: "Auto label Hot Lead when someone asks for a price." · "Hand over when a customer complains." · "Turn off the Google Sheets AI Tool."

11. AI Knowledge: Teach the Bot Something New

Add this refund policy to the Kedai Aida chatbot's AI Knowledge.

I've added the document "Refund Policy" to the draft. Two more steps before the bot can use it: publish the draft, then train the chatbot. Training uses AI tokens.

The draft is published. Train it now.

This is what will be trained: 1 new document, "Refund Policy". Training uses your organization's AI tokens. Go ahead? Once you say yes, training runs in the background.

Also try: "What does the bot know about prices?" · "Add the catalogue PDF." · "Remove the old promo document."

12. Playground: Test Before Going Live

Test the draft bot: ask "Do you have COD?" and see what it answers.

The bot answered: "Yes, we have COD for the Klang Valley only. Can I help you place an order?" This is a rehearsal in the playground. No message reaches any customer, but it does use AI tokens.

Reset the playground, I want to start fresh.

This playground is shared with the dashboard. It has 14 messages, last active 10 minutes ago, so they may belong to your team. A reset deletes everything and can't be undone. Confirm reset?

Also try: "Test 3 common customer questions." · "What was tested just now?" · "What does the bot say if someone asks about prices?"

13. Publish: When Do Changes Go Live?

What will change if I publish this draft?

Draft summary: Working Hours become 9 AM to 10 PM every day. 1 FAQ added. Keywords: changed. 1 AI Knowledge document added, which needs training after publishing. Publish these changes?

Yes, publish.

Published. Customers now get the new version. The new AI Knowledge document isn't active until the chatbot is trained. Want me to check the training status?

Also try: "Just discard this draft." · "Why can't I publish?" · "Show the difference between the draft and live."

14. File Manager: Which Files Can the Bot Send?

Which files are in the File Manager?

There are 12 files: 8 images, 3 documents, and 1 video. Menu-2026.jpg and Katalog.pdf can be sent on WhatsApp. Promo.webp is a format WhatsApp doesn't support, so don't attach that one.

Upload this new promo picture to the File Manager.

I can't do that from here. I can only list files. Uploading, renaming, and deleting are done in the File Manager in your dashboard. Once you've uploaded it, I can attach it to the chatbot.

Also try: "Attach the menu picture to the price FAQ." · "Which PDFs do we have?" · "Which files doesn't WhatsApp support?"

15. Blaster: Can the Agent Send a Blast?

Create a Promo Raya campaign using the promo_raya template for the VIP Customer audience.

Draft campaign "Promo Raya" created: device Sales HQ, template promo_raya, audience VIP Customer, 1,240 numbers. Not sent yet. Review and send it from the dashboard.

Okay, send it now.

I can't do that from here. I can only create drafts. I never send or schedule a blast. Open Blaster in your dashboard, review the "Promo Raya" draft, and click send there.

Also try: "How did last week's campaign do?" · "Which audiences do we have?" · "Draft a blast to these 50 numbers."

What the Agent Can't Do

• Chatbot edits are drafts only. The live bot doesn't change until it's published.
• Blasts are never sent. The agent creates a draft. A person clicks send.
• One organization only. It can't reach another organization's data.
• Publishing and training need your "yes". The agent shows you a summary first, then asks.
• No permission, no tool. If a permission isn't ticked, the agent doesn't see that tool at all.

Agent Says It Can't? Check 4 Things

1. Permission - Does this connection have the permission it needs?
2. Plan - Is the module or AI feature included in your plan?
3. Role - Not the owner? The agent follows your role's permissions.
4. Beta - Is the feature still in beta, or has Reply.la switched it off?

Check and change access in Integrations → MCP for AI Agents → Connected agents → Edit access.

Common Questions