Customercare MCP Builder

CustomerCare MCP Server Builder

This skill guides you through building production-ready MCP (Model Context Protocol) servers for customer care agents. Follow the specifications and patterns documented below exactly. All reference implementations are in references/examples.md.

CRITICAL INSTRUCTIONS FOR AGENTS

0. Ask About Programming Language

Before starting any implementation, ASK the user:

"Which programming language would you like to use for this MCP server?"

• TypeScript
• Python

Both languages have complete reference implementations in references/examples.md. Use the chosen language to build the MCP server.

1. ALWAYS Provide Tool Summary First

Before writing any code, create a comprehensive summary of all tools to be implemented:

• List each tool with its name, purpose, and pattern type
• Identify which tools need widgets, confirmations, or chaining
• Specify authentication requirements
• Document context management needs

Example Summary Format:

Tools to Create:
1. get_account_balance - Direct Response pattern, no confirmation
2. transfer_money - Transaction pattern (two-step), confirmation widget
3. update_profile - Hybrid Response, requires authentication check
4. welcome - Welcome tool (required on ALL servers)
5. knowledge_search - RAG integration (if OpenSearch available)

2. ALWAYS Confirm Specifications Before Coding

For EACH tool, before writing code:

1. Review the relevant pattern from the Pattern Specifications section below
2. Present the specification to the user and ask:
   • "Should this tool use a transaction pattern with confirmation?"
   • "What widgets are needed (picker, form, confirmation)?"
   • "Should this be a direct response or hybrid response?"
3. Reference implementation examples in references/examples.md

DO NOT assume -- Always confirm with the user before implementing.

3. Welcome Tool is MANDATORY

Every MCP server MUST have a welcome tool. See the Welcome Tool pattern below.

Before creating the welcome tool, ASK the user:

1. Authentication Method: JWT-based auto-auth or credential verification (PIN, password)?
2. Welcome Message: What should it say? What tone?
3. Target Audience: Who are the users (customers, employees, partners)?
4. Schema Requirements: What user information needs to be collected?

Reference: See "Welcome & Authentication Tools" section in references/examples.md

4. Knowledge Tool -- Confirm OpenSearch Setup

Before implementing knowledge/RAG functionality, ASK:

1. "Do you have an OpenSearch instance already set up?"
2. "What indices/collections should be searched?"

If OpenSearch is NOT available, do NOT implement the knowledge tool.

Reference: See "Knowledge/RAG Tools" section in references/examples.md

5. Server Startup Code -- Follow Reference EXACTLY

Copy the server entry point from references/examples.md exactly. Key requirements:

• TypeScript: Use @modelcontextprotocol/sdk, express, pino with EXACT versions from references/examples.md
• Python: Use mcp>=1.0.0, starlette>=0.40.0, uvicorn>=0.30.0 with EXACT versions from references/examples.md
• MUST use StreamableHTTPServerTransport (no session validation) - DO NOT use SSE transport SSE is not supported
• Create per-request server instances based on customer authentication state

Folder Structure:

project/
├── src/
│   ├── index.ts (or main.py + server.py)
│   ├── globalStore.ts (or global_store.py)
│   ├── localStore.ts (or local_store.py)
│   ├── logger.ts (or logger.py)
│   ├── customerDatabase.ts (or customer_database.py)
│   ├── [tool_name].ts (or [tool_name].py)
│   └── [tool_name]Service.ts (or [tool_name]_service.py)
├── package.json (or pyproject.toml)
└── .env.example

6. Widget Definitions -- NO DEVIATIONS

Widget specifications MUST be followed exactly. See Widget Types Reference below.

7. Final Solution Must Be Error-Free and Executable

Before presenting final solution: validate all code against the pattern specifications below, verify widget definitions match the Widget Types Reference, ensure all imports are correct, and confirm startup scripts work.

Pattern Specifications

Transactions (Two-Step Confirmation)

When to use: Any sensitive or irreversible operation (money transfers, payments, cancellations, profile changes).

Pattern:

• Step 1 (prepare): Model-visible tool collects inputs via widgets, then shows confirmation widget. Stores transaction details in LOCAL store.
• Step 2 (confirm/cancel): Hidden tool (visibility: ['app']) processes user's explicit confirm or cancel action.

Key Rules:

• Model can NEVER auto-confirm transactions
• Generate unique transaction ID per transaction
• Store details in LOCAL store (Layer 3), not global store
• Verify ownership before executing
• Clean up local variable after processing

Naming convention: prepare_[action] and confirm_or_cancel_[action]

Confirm/cancel tool config:

config: {
  _meta: {
    ui: { visibility: ['app'] }  // Hidden from model -- only callable by UI widget
  }
}

Confirmation widget schema:

{
  type: 'confirmation',
  title: 'Confirm Transfer',
  confirmation_text: '## Confirm\n\n**Details...**',
  on_confirm: {
    tool: 'confirm_or_cancel_[action]',
    parameters: { transactionId, action: 'confirm' },
  },
  on_cancel: {
    tool: 'confirm_or_cancel_[action]',
    parameters: { transactionId, action: 'cancel' },
  },
}

⚠ Widget-only responses: Confirmation widgets (and other pure-widget steps like account pickers) often return only _meta with no content array. Your handle_call_tool must handle empty content gracefully — do not default to a fallback text when _meta is present. See server.py in references/examples.md.

Direct Response (Tool Responses to Users)

When to use: Financial amounts, regulatory-required info, dates, account numbers -- anything that must be exact with zero hallucination risk.

Pattern: Set annotations: { audience: ['user'] } on content blocks. Content goes directly to user, bypassing the LLM entirely.

return {
  content: [{
    type: 'text',
    text: `Balance: $${balance.toFixed(2)}`,
    annotations: { audience: ['user'] },
  }],
};

Tradeoff: Model does NOT see this content, so it cannot reason about it. Use hybrid response when model needs context.

Hybrid Response

When to use: When you need both exact data display AND model awareness for conversation flow.

Pattern: Two content blocks -- one for model (audience: ['assistant']), one for user (audience: ['user']). structuredContent is always visible to the model.

return {
  content: [
    { type: 'text', text: 'Payment history retrieved. Data displayed to user.', annotations: { audience: ['assistant'] } },
    { type: 'text', text: `**Payment History**\n\n${table}`, annotations: { audience: ['user'] } },
  ],
  structuredContent: paymentData,
};

Tool Chaining

When to use: Deterministic tool-to-tool calls without LLM reasoning (e.g., locked account -> agent handoff).

Pattern: Return _meta.nextTool with tool name and arguments.

return {
  content: [{ type: 'text', text: 'Account is locked.', annotations: { audience: ['user'] } }],
  _meta: {
    nextTool: {
      tool: 'request_agent_handoff',
      arguments: { reason: 'Locked account' },
    },
  },
};

Rules: Only for tool-to-tool chaining (not user input dependent). Client must implement depth limits (recommended: 5).

Three-Layer Context System

MCP tools have access to three layers of context:

Accessing context variables:

// TypeScript (McpServer high-level SDK) -- extra is passed automatically
const jwtToken = extra?._meta?.['com.ibm.orchestrate/context']?.jwtToken;
const threadId = extra?._meta?.['com.ibm.orchestrate/systemcontext']?.thread_id;
const locale = extra?._meta?.['com.ibm.orchestrate/systemcontext']?.locale;

# Python (low-level Server SDK) -- extract _meta from request context, NOT function parameters
ctx = server.request_context
extra = {}
if ctx and ctx.meta:
    extra['_meta'] = ctx.meta.model_dump()

jwt_token = extra.get('_meta', {}).get('com.ibm.orchestrate/context', {}).get('jwtToken')
thread_id = extra.get('_meta', {}).get('com.ibm.orchestrate/systemcontext', {}).get('thread_id')
locale = extra.get('_meta', {}).get('com.ibm.orchestrate/systemcontext', {}).get('locale')

⚠ Python low-level SDK: When using the low-level Server class (not McpServer), _meta is not passed as a function parameter to @server.call_tool() handlers. You must read it from server.request_context.meta.model_dump(). Passing _meta as a handler parameter will silently be None, causing thread_id lookups to fail. See server.py in references/examples.md for the correct pattern.

Critical: NEVER trust the model to provide authentication data. Always inject customerId from the store or extract from JWT.

Unique Tools Per User

Pattern: Create per-request MCP server instances with only the tools relevant to a customer's products/entitlements.

• Unauthenticated users: only welcome + handoff tools
• After auth: register product-specific tools based on customer profile
• Must declare resources capability and handle empty resources list
• Use registerToolsWithCustomerId wrapper to inject customerId from global store

See references/examples.md Section 2 (Server Core Infrastructure) for the complete implementation.

Welcome Tool

Requirements:

• _meta.welcomeTool: true designates automatic invocation at thread start
• Must be visibility: ['app'] (hidden from model)
• Empty inputSchema (no required arguments)
• Only ONE welcome tool invoked per thread, even across multiple servers
• Should execute quickly

After successful auth, signal tool refresh:

return {
  content: [{ type: 'text', text: 'Verified!', annotations: { audience: ['user'] } }],
  _meta: { refreshThreadCapabilities: threadId },
};

This triggers ALL MCP servers to refresh their tool/resources lists for the thread.

Authentication

Two approaches:

1. Client Authentication (recommended): JWT passed via context variables. Tool extracts and uses directly.
2. Agent Authentication (voice/IVR): PIN verification in-agent, stores customerId in global store, triggers refreshThreadCapabilities.

After successful auth:

1. Store customerId in global store: setGlobalVariable(threadId, 'customerId', profile.customerId)
2. Return _meta: { refreshThreadCapabilities: threadId }
3. Client refreshes tool lists from ALL MCP servers
4. Servers check for customerId and return authenticated tools

Agent Handoff

Pattern: Two-step user-controlled handoff:

1. Present options (realtime or callback) via options widget
2. Process choice -- for realtime, use transfer_to_live_agent extension

Extension schema:

_meta: {
  'com.ibm.orchestrate/extensions': {
    transfer_to_live_agent: {
      message_to_human_agent: "Context for the agent...",
      agent_available: "Please wait while I connect you.",
      agent_unavailable: "No agents online. Try again later.",
    }
  }
}

Knowledge/RAG Integration

• Conditional registration: only when OPENSEARCH_PASSWORD env var is set
• Returns both formatted text and structuredContent
• Configurable field mappings and query bodies via environment variables
• Uses neural/semantic search by default

Localization

• Model auto-localizes content that passes through it
• You MUST manually localize content with audience: ['user'] and all widget text
• Access locale: _meta['com.ibm.orchestrate/systemcontext'].locale (BCP 47 format)
• Always fallback to en-US
• Use template-based localization with {placeholder} syntax

Technical Reference

Model Visibility

Content visibility:

Tool visibility:

Widget Types Reference

Tools declare widget support via _meta.ui.resourceUri: "ui://ibm.com/orchestrate/widget". Widgets are returned in _meta['com.ibm.orchestrate/widget'].

ConfirmationWidget:

{
  type: 'confirmation',
  title: string,
  confirmation_text?: string,  // Supports markdown
  on_confirm: { tool: string, parameters: { [key: string]: unknown } },
  on_cancel: { tool: string, parameters: { [key: string]: unknown } },
}

DatetimeWidget:

{
  type: 'datetime',
  collection_type: 'date' | 'time' | 'datetime',
  title: string,
  description?: string,
  min_datetime?: string,  // YYYY-MM-DD for date, hh:mm for time
  max_datetime?: string,
  on_event: { tool: string, parameters: { [key: string]: unknown }, map_input_to: string },
}

NumberWidget:

{
  type: 'number',
  collection_type: 'integer' | 'currency' | 'percentage' | 'decimal' | 'phone' | 'zip_code',
  title?: string,
  description?: string,
  min_number?: number,
  max_number?: number,
  min_digits?: number,
  max_digits?: number,
  on_event: { tool: string, parameters: { [key: string]: unknown }, map_input_to: string },
}

⚠ Type coercion: Number widgets send values as integers (e.g., 1234). If comparing against a string field (like a PIN stored as "1234"), you must cast to string first: pin = str(args.get("pin", "")) in Python or String(pin) in TypeScript. Mismatched types will silently fail equality checks.

OptionsWidget:

{
  type: 'options',
  title: string,
  description: string,              // ⚠ Required by DCA client validation
  is_multi_selection?: boolean,
  options: Array<{ label: string, value: string, description?: string,
    on_event?: { tool: string, parameters: object } }>,  // Per-option events
  on_event: Array<{ event_type: 'message' | 'tool', option_value: string, tool?: string, parameters?: object, map_input_to?: string }>,
  // OR simplified form:
  on_event: { tool: string, parameters: object, map_input_to: string },
}

⚠ Required fields: The description field is required by the DCA client's Pydantic validation — omitting it causes a server-side crash. Options can also carry per-option on_event callbacks for different actions per choice (e.g., "retry" vs "speak with agent").

TextWidget:

{
  type: 'text',
  collection_type: 'text' | 'regex',
  title: string,
  description?: string,
  regex_expression?: string,
  on_event: { tool: string, parameters: { [key: string]: unknown }, map_input_to: string },
}

Annotations Reference

Content block annotations modify rendering behavior via _meta['com.ibm.orchestrate/annotations']:

PauseAnnotation: { pause: { delay: 1000 } } -- millisecond delay before rendering

SpeechAnnotation:

{
  speech: {
    disable_speech_barge_in?: boolean,
    disable_dtmf_barge_in?: boolean,
    disable_speech_to_text?: boolean,
    text_to_speech_config?: { voice?: string, [key: string]: unknown },
  }
}

Media content via resource_link:

{ type: 'resource_link', resource: { uri: "https://example.com/audio.mp3", mimeType: "audio/mpeg", text: "Description" }, annotations: { audience: ["user"] } }

Context Variables Reference

Three namespaces:

1. System Context (com.ibm.orchestrate/systemcontext): thread_id (always present), locale (BCP 47, always present), wxo_email_id, wxo_user_name, wxo_tenant_id

2. Channel Context (com.ibm.orchestrate/channelcontext): channel_type + channel-specific attributes. Supported: slack, sip, genesys_bot_connector, text_messaging, whatsapp, teams, chat, genesys_audio_connector

3. Application Context (com.ibm.orchestrate/context): App-provided custom fields (e.g., jwtToken, telephoneNumber). Flexible schema, always available.

Extensions Reference

Extensions in _meta['com.ibm.orchestrate/extensions'] signal client actions:

• transfer_to_live_agent: { message_to_human_agent, agent_available, agent_unavailable }
• transfer_to_channel: { message_to_user, transfer_info: { target: { chat: { url } } } }
• end_interaction: {} -- ends the conversation
• speech_to_text / text_to_speech: { command_info: { type, parameters? } }

Specification Changes

refreshThreadCapabilities: When any MCP server returns _meta.refreshThreadCapabilities: threadId, the client refreshes tools/list and resources/list from ALL MCP servers for that thread. Critical for auth state changes.

Multiple Widgets Per Tool: Tools can declare _meta.ui.resourceUris: string[] (array) and dynamically select which widget via _meta.ui.resourceUri in the response. Response resourceUri MUST be in the declared array.

Tool Chaining Metadata: _meta.nextTool: { tool: string, arguments?: Record<string, any> }. Client must validate arguments, implement depth limits (5), and detect circular chains.

Welcome Tool Metadata: _meta.welcomeTool: true on tool registration. One per server max. One invoked per thread. Must work without required arguments.

Workflow for Building an MCP Server

Step 1: Choose Programming Language

1. Ask the user: "Which programming language would you like to use: TypeScript or Python?"
2. Use the chosen language consistently throughout the entire project
3. Reference the appropriate examples from references/examples.md

Step 2: Gather Requirements

1. Ask about the domain and use case
2. Identify required tools and their purposes
3. Determine authentication requirements
4. Check for OpenSearch/knowledge integration needs

Step 3: Create Tool Summary

1. List all tools with their pattern types (direct response, hybrid, transaction, etc.)
2. Identify widget requirements for each tool
3. Document context management needs
4. Present summary to user for confirmation

Step 4: Design Welcome Tool

1. Ask authentication questions (see section 3 above)
2. Confirm welcome message and tone
3. Define schema and validation rules
4. Implement based on references/examples.md reference

Step 5: Implement Each Tool

1. Review the relevant pattern specification above
2. Present specification to user
3. Confirm transaction pattern and widgets
4. Implement following references/examples.md reference
5. Validate against specifications

Step 6: Implement Server Core

1. Copy server startup code from references/examples.md
2. Use EXACT dependency versions from references/examples.md
3. Maintain folder structure
4. Configure logging (optional) and context management

Step 7: Add Knowledge Tool (if needed)

1. Confirm OpenSearch availability
2. Copy implementation from references/examples.md
3. Update only configuration (endpoint, credentials, index names)

Step 8: Final Validation

1. Review all code against pattern specifications
2. Verify widget definitions match Widget Types Reference
3. Ensure all imports are correct
4. Confirm installation instructions work

Critical Reminders

• ALWAYS ask about programming language preference first (TypeScript or Python)
• ALWAYS provide tool summary first
• ALWAYS confirm specifications before coding
• ALWAYS ask about welcome tool requirements
• ALWAYS confirm OpenSearch setup for knowledge tools
• ALWAYS use exact server implementation from references/examples.md
• ALWAYS validate against pattern specifications
• NEVER deviate from widget schemas
• NEVER modify dependency versions
• NEVER assume -- always ask the user

License

MIT License - See individual server directories for complete license information.

Source: IBM/ibm-watsonx-orchestrate-adk — distributed by TomeVault.