Integration · Customer support

Connect Claude & ChatGPT to Puzzel

Ask your AI which calls were missed in a queue today, who is logged on and available, or to put an email request in a queue in your Puzzel contact centre. It can list queues, services, users and user groups, tag missed calls as handled, read a user's call log, pause or unpause an agent and send an SMS or email on a user's behalf.

Connect Puzzel free

Free plan, no credit card. Takes about a minute.

Try asking

“Which calls did we miss in the support queue this morning?”
The AI lists the missed calls in the queue for that time, with caller number and time, filtered to the ones not yet handled.
“Mark the missed call from 4512345678 as handled.”
It tags the missed call as processed, so colleagues can see it was followed up.
“Who is logged on and ready right now?”
It lists the users who are logged on and available.

What your AI can do

Queues and missed calls

List queues, services and visual queue overviews, read missed calls by queue or user, and tag them as processed.

Agents

List users and user groups, read a user's status and call log, see who is available, and turn pause on or off.

Messages and tasks

Send SMS and email, add, read and delete eTasks, place a callout, and search contacts and call recordings.

“Put Anna on lunch pause.”
It looks up the pause types and sets Anna's status to pause with the lunch type. She stops receiving requests until the pause ends.
“Send an SMS to the customer we just talked to: We have received your case.”
It sends the SMS from the user you pick. The message goes out right away.
“Create an email task in the invoice queue for this customer question.”
It adds an eTask with sender, subject and text to the queue, so an agent picks it up.

25 tools for Puzzel

These tools are switched on when you connect. You can switch any of them off, or require your approval before it runs.

create_calloutDeletesPlace an outgoing call request for a user (`userId`) to `destination`, optionally through a queue. This calls a real phone number.
create_etaskChanges dataAdd an eTask or email request to a queue in `eTask` (from, to, subject, text, queue), so an agent handles it.
delete_etaskDeletesDelete an eTask or email request from its queue by `requestId`. This cannot be undone.
end_agent_pauseChanges dataTake a user (`userId`) out of pause so they can receive requests again.
get_etaskGet an eTask or email request by `requestId`.
get_requestGet the details of a request (call, email or chat in a queue) by `requestId`.
get_userGet one user by `userId`, optionally with their skills (`withQualities`).
get_user_statusGet a user's current state (logged on, ready, paused, in a call) by `userId`.
get_visual_queue_overviewGet the live overview of a visual queue by `visualqueueId`, with `result` UserOverviewOnly or UserDetailsOnly.
list_available_agentsList users who are logged on and available, as seen by `userId`.
list_missed_callsList missed calls in a queue by `queueId`, optionally between `from` and `to` and filtered by processing tag (`tagFilter`).
list_missed_calls_for_userList missed calls for a user by `userId`, optionally between `from` and `to` and filtered by processing tag.
list_pause_typesList the pause types (such as lunch or meeting) available to a user, by `userId`.
list_queuesList the contact centre queues with IDs and names; filter by `mediaTypeFilter` (Phone, EMail, Sms, Chat and more).
list_servicesList the services (such as phone numbers and channels) set up in your Puzzel solution.
list_user_call_logList a user's recent calls and requests (call log) by `userId`.
list_user_groupsList user groups with their IDs and names.
list_usersList all users (agents) with IDs, names and user groups.
list_visual_queuesList the visual queues (queue overviews) in the solution.
search_contactsChanges dataSearch the Puzzel contact catalog as a user (`userId`) by `searchString` or `phoneNumber`.
search_recordingsChanges dataSearch archived call records for a user (`userId`) between `from` and `to`, or by session ID or caller number.
send_emailVisible to othersSend an email as a user (`userId`) with `to`, `subject` and `message`. The email is sent right away.
send_smsVisible to othersSend an SMS as a user (`userId`) with `from`, `to` and `message`. The message is sent right away and may cost money.
set_agent_pauseChanges dataPut a user (`userId`) into pause, optionally with a `pauseTypeId`. They stop receiving requests until pause is turned off.
tag_missed_callChanges dataMark a missed call (`requestId`) as processed at a tag level (NotProcessed, ProcessedLevel1, ProcessedLevel2).

Set up in three steps

1
Pick the app
Create a free PipMCP account and choose Puzzel from the app list.
2
Paste your key
Enter your Puzzel customer key, username and password, the same ones you use to log in to Puzzel. PipMCP signs in for you and renews the access token. Use a user without two-factor login, ideally a dedicated API user. Customers on the UK platform are not supported yet.
3
Add the link to your AI
You get a personal MCP link. Add it to Claude, ChatGPT or Cursor:
1. Click your name, then Settings › Connectors › Add custom connector.
2. Paste your link as the Remote MCP server URL.
3. Switch it on from the + menu in a chat.

Questions

What can the AI do in Puzzel?

The AI can list queues, services, user groups, users, pause types and visual queues, read missed calls and requests, tag missed calls, read a user's status and call log, see available agents, turn pause on or off, send SMS and email, create, read and delete eTasks, place a callout and search contacts and call recordings.

Does the AI see my Puzzel API key?

No. Your Puzzel credentials are encrypted at rest and never shown to the AI. After you save them, they are not shown again, not even to you. The AI only sees the results of the tools it calls.

Can I control what the AI is allowed to do?

Yes. You choose which tools are switched on, so you can start with lookups only. Sending SMS or email and changing an agent's pause state take effect right away, and a callout rings a real phone number. Callouts and deleting an eTask ask for your approval by default. Every tool call is logged.

Does it work with ChatGPT?

Yes. In ChatGPT go to Settings › Apps & Connectors › Advanced and turn on Developer mode, then add your PipMCP link. Developer mode needs a paid ChatGPT plan: Plus, Pro, Business or Enterprise. The same link also works in Claude (Settings › Connectors › Add custom connector), Cursor and other MCP clients.

What does it cost?

PipMCP has a free plan with no credit card required. Paid plans bill per completed task. You also need your own Puzzel account. PipMCP is an independent service and is not affiliated with Puzzel.

Which Puzzel user should I connect with?

The AI acts with the rights of the user you sign in with. Many teams create a dedicated API user with only the access the AI needs. Two-factor login is not supported for this connection, so use a user without it.