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A customer support assistant that answers from your procedures

Updated October 30, 2026 · Published October 30, 2026

To build a customer support assistant on your procedures, upload your procedure documents to a Voozeo MCP server and connect it to your AI client: the assistant then searches your documents and answers with your own rules, not with generalities.

What you need

  • The documents your team already relies on: refund procedure, delivery conditions, product sheets, internal FAQ, contract templates.
  • A Voozeo MCP server with documents. See documents to MCP.
  • An AI client that supports MCP: Claude, ChatGPT, Cursor or VS Code.

Prepare your documents

ItemValue
FormatsPDF, Word (.docx), Markdown, text
Maximum size per file10 MB
Documents per server1,000 at most
Text per server5 MB on the Free plan, 25 MB on Starter, up to 200 MB on Business

Good support answers come from good sources:

  • One topic per document, with a title that says what it covers.
  • Short headings and plain sentences: the search finds passages, so each passage should make sense alone.
  • Dates and versions in the text ("valid from the 1st of March"), so that the assistant can tell which rule applies.
  • Text, not images: Voozeo does not read scanned pages. A PDF must contain selectable text. See documents.
  • Remove outdated documents rather than keeping two versions of a procedure.

Create the server

  1. Create a server and add your documents. Wait until each one shows as ready. See documents.
  2. The server exposes two tools: search_documents finds the relevant passages and read_document reads a whole document. Keep both enabled.
  3. Test a real question in the sandbox, for example "What is our refund procedure for a customer outside the EU?" Check that the passages come from the right document. See search tips.
  4. Connect your AI client with the server URL and key.

Ask the assistant to rely on the documents

Your AI client decides when to call the tools. Give it a short standing instruction, in its system prompt or project instructions, for example:

You answer customer support questions. Always search the Voozeo documents first. Answer only from what you find, quote the document you used, and say so when the documents do not contain the answer.

This keeps answers tied to your procedures and makes gaps visible: an unanswered question is a document to write.

Keep it safe

  • A support assistant reads, it does not need to act: if you also import an API on the same server, keep write and delete tools disabled. See secure an AI's access to your API.
  • Do not upload documents you do not trust: a document can contain instructions, and Voozeo hands its text to the AI as data to consult, not as commands.
  • Your documents are processed only to provide the service and are not used to train an AI.
  • Regenerate the MCP key if it leaks: the old one stops working at once.

Follow usage

Each call appears in the log with its tool, status and duration, and the dashboard shows requests per day. The quota counts every tool call; the workspace owner is warned by email at 80% and at 100%. See quotas and plans.

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