Set up an agent in Agent Toolkit

This article covers how to set up an agent in Agent Toolkit and connect it to Pendo to unlock the capabilities it can use. For more information about Agent Toolkit, see Overview of Agent Toolkit.

How it works

In Agent Toolkit, you set up an agent in a single wizard with four steps:

• Agent details. Choose the platform your agent runs on, name your agent, and select the apps it can access. Currently, the agent type Intercom Fin is supported, with support for other custom agents coming soon.
• Connect MCP. Set up the MCP connection, which powers guides, session context, and feedback submission.
• Set up webhooks. Connect your messaging platform, which powers task nudges and frustration signals.
• Review. Check your details and connections, then create the agent.

You must connect at least one of MCP or webhooks. When setup is complete, you enable and configure individual capabilities from the agent's tabs.

Before you begin

To set up an agent in Agent Toolkit, you need:

• Admin permissions to enable MCP.
• Webhooks enabled for your subscription. Webhooks are required if you want to set up the task nudge and frustration signal support for your agent.
• An Intercom Fin workspace.
• Enable ID syncing between Pendo and Intercom, so your Fin agent can recognize your visitors. See Sync IDs between Pendo and Intercom for instructions.

Important: For Fin to recognize your visitors, your Pendo visitor IDs and Intercom user IDs must match. The agent's capabilities won't work for those visitors until you sync IDs between Pendo and Intercom. You can do this before or after creating the agent.

Step 1: Add an AI agent

To begin setting up an AI agent in Agent Toolkit:

1. Go to Agent Toolkit in the main navigation.
2. Select Add agent to open the setup wizard.
3. Under Agent type, select the platform the agent runs on. Fin by Intercom is currently the only option; support for more platforms is coming soon.
4. Enter a Name for the agent and optionally a Description.
5. Under Accessible apps, select at least one app the agent can access. This field is required.
6. Select Continue.

Step 2: Connect MCP

The MCP connection lets your agent query live Pendo data, which powers guides, session context, and feedback submission. If you don't need these capabilities, select Skip and set up webhooks instead.

The wizard walks you through the configuration in Intercom, with links that open the right Intercom pages. Complete the steps below in order, moving between the wizard and Intercom as prompted.

Note: Turning on the MCP server enables MCP for your subscription. This means users can read and write Pendo data outside of the Pendo application. For more information, see Overview of the Pendo MCP server.

1. In the wizard, turn on MCP server to set up a service account so your agent can query live Pendo data through the MCP server.

2. Under Create connection, copy the credentials the wizard displays. You paste these into Intercom in the next step:

   • OAuth token URL
   • Client ID
   • Client secret
   • Scope

   Important: Save the client secret somewhere safe. Pendo can't show it again after you leave the wizard.

3. Select Create authentication token in Fin. This opens Intercom's authentication settings. Create a new token using the values from the wizard:

   • Type: OAuth.
   • HTTPS URL: the OAuth token URL from the wizard.
   • Client ID and Client secret: the values from the wizard.
   • Scope: read:me.
   • Request format: Form encoded.

   Test the token in Intercom to confirm it returns a 200 OK response, then Save the token in Intercom. Return to the wizard and select the Authentication token created in Fin checkbox.

4. Under Add MCP connector, copy the MCP server URL, then select Set up in Fin. This opens Intercom's data connectors page. Add the Pendo MCP server as a custom MCP data connector by entering the following:
   • Name: a name you'll recognize, for example, Pendo MCP.
   • URL: the MCP server URL from the wizard.
   • Authentication: select the authentication token you created in the previous step.
5. Return to the wizard and select the MCP connector added in Fin checkbox.
6. Select Test connection to confirm your agent can reach Pendo. Testing is recommended.
7. Select Continue.

Tip: Adding the custom MCP data connector in Fin is easy to miss, but your agent can't reach Pendo data without it.

Step 3: Set up webhooks

The webhook connection pushes real-time Pendo events to your agent, which powers task nudges and frustration signals. This connects your Intercom Fin workspace. If you don't need these capabilities and you've connected MCP, select Skip.

1. Under Connect and test, choose an Authentication method. Connecting with Intercom (OAuth) is recommended.
   • Connect with Intercom (OAuth). Select Connect with Intercom and complete the Intercom login and authorization prompt. Pendo connects using your Intercom account and detects your workspace and region automatically, so there's no token to create or region to select.
   • Use an access token. Connect with an Intercom access token instead of logging in. Select your Intercom Region (US, EU, or AU), then paste your Access token. To get the token, go to the Intercom Developer Hub, select your app, and open the Authentication tab. The token is held only for the current session, so you'll need to re-enter it if you reload the page before finishing.
2. Confirm the wizard shows Connected to Intercom, or select Test connection to check the connection.
3. Select Continue.

Note: You must connect to Intercom or run a successful test to continue. If you skipped MCP, a webhook connection is required in order to proceed and create an agent.

Step 4: Review

On the Review step, confirm your agent details and connection setup. At least one of MCP or webhooks must be connected.

1. Check the summary: agent type, name, apps, MCP status, and webhook status.
2. Select Create agent.

Pendo creates the agent and opens its overview page, where you can start enabling capabilities.

Next steps

If you haven't already, complete the setup for ID syncing. See Sync IDs between Pendo and Intercom for instructions.

If you enabled the MCP-based capabilities, you can:

• Serve Pendo guides using Intercom Fin.
• Improve Fin resolution rate with session context.

If you enabled the webhooks-based capabilities, you can:

• Send Task nudges through your AI agent.
• Power Intercom Fin to act proactively based on frustration signals.