Set up an agent in Agent Toolkit (beta)

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.

Agent Toolkit is available only to admins. Non-admin users don't see Agent Toolkit in the main navigation and can't access its pages through a direct link.

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.

Note: When you add or update an agent, Pendo prevents you from linking a service account or webhook that's already linked to another Agent Toolkit agent. Unlink it from the existing agent before linking it to a different one.

Before you begin

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

• Subscription admin permissions to access Agent Toolkit. These permissions are also required 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.
• Verify that visitor IDs in Pendo match user IDs in Intercom. If the IDs don't match, you can enable ID syncing between Pendo and Intercom. See Sync IDs between Pendo and Intercom for instructions.

Important: If the IDs don't already match, Fin can't recognize those visitors and the agent's capabilities won't work for them. See Sync IDs between Pendo and Intercom for instructions on how to set this up, 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.

4. Save the token in Intercom. Return to the wizard and select the Authentication token created in Fin checkbox.
5. Under Add MCP connector in the wizard, copy the MCP server URL, then select Set up in Fin. This opens Intercom's data connectors page. Locate the Custom MCP to add the Pendo MCP server. In the custom MCP view, enter 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.
6. Return to the wizard and select the MCP connector added in Fin checkbox.
7. Select Test connection to confirm your agent can reach Pendo. Testing is recommended.
8. 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 proactive support with webhooks

The webhook connection pushes real-time Pendo events to your agent, which powers proactive support capabilities such as 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.

Note: If you skipped MCP, a webhook connection is required in order to proceed and create an agent.

1. Select Connect with Intercom to connect your Intercom workspace. This opens an authorization page in a new tab to allow Pendo Agent Toolkit to connect to Intercom.
2. Select Authorize access. This reopens the Agent Toolkit setup wizard.
3. In Connect Proactive Support, connect with Intercom using OAuth. Choose either:
   • Create a new connection. Create a new Intercom Fin webhook named after the agent and scoped to the agent's accessible apps from Step 1.
   • Use an existing connection. Select an existing Intercom Fin webhook with the same app scope as the agent. If none exist, you're prompted to create a new connection.

4. Select Create connection. This creates the webhook and links to your Intercom Fin agent.

   Note: The webhook starts inactive and won't send events until you configure and enable its capabilities (task nudges and frustration signals) after agent setup is complete.

5. Select Continue.

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 Add 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.