---
title: Connect your own AI assistant to Customer Alliance
description: Connect your own AI assistant to Customer Alliance
---
[Skip to content](https://support.customer-alliance.com/v2-knowledge-base/connect-an-ai-assistant-to-customer-alliance#main-content)
English
Show submenu for translations
[Open a Ticket](https://support.customer-alliance.com/v2-knowledge-base/kb-tickets/new?hsLang=en) [Customer portal](https://support.customer-alliance.com/tickets-view?hsLang=en)
Open main navigation
Close main navigation
- English
Show submenu for translations
- [Open a Ticket](https://support.customer-alliance.com/v2-knowledge-base/kb-tickets/new)
- [Customer portal](https://support.customer-alliance.com/tickets-view)
- [Contact us](mailto:support@customer-alliance.com)
[Contact us](mailto:support@customer-alliance.com)
How can we help you?
- There are no suggestions because the search field is empty.
1. [Customer Alliance Knowledge Base](https://support.customer-alliance.com/v2-knowledge-base?hsLang=en)
2. [Integrations](https://support.customer-alliance.com/v2-knowledge-base/integrations?hsLang=en)
# Connect your own AI assistant to Customer Alliance
## Ask Claude, ChatGPT or another AI assistant about your reviews, ratings and guest surveys, and have it draft replies for you to check and publish. The assistant works as you: it sees the properties you can see, and nothing it writes reaches a guest until you publish it.
**Address: `https://app.customer-alliance.com/mcp`
Plan:** Pro
**Set-up:** An administrator switches it on in the first instance; each user connects their own assistant
**What you can ask**
Once connected, ask in your own words. The assistant looks up the answer in Customer Alliance and tells you what it found. For example:
- Which of our hotels had the most negative reviews about breakfast last month?
- Summarise what guests praised at our Berlin hotel this quarter, with a few quotes.
- How does our reply rate compare with the same months last year?
- How does our Munich property score against a typical Customer Alliance property?
- What do the results of our guest experience survey say about check-in?
- Draft replies to this week's unanswered 1- and 2-star reviews in Hamburg, in our brand voice.
- Add a note to that review: the guest was offered a refund.
**Before you start**
- **Your plan includes it.** AI assistant connections are part of the Pro plan.
- **An administrator has switched it on.** In Customer Alliance, go to **Settings → API & Webhooks → MCP** and turn on **Allow AI assistant connections**. Only someone who can manage API keys can change this.
- **You sign in with your own Customer Alliance login.** Each person connects their own assistant, and it works with their permissions. Customer Alliance staff accounts can't connect assistants.
- **Your assistant supports custom connectors.** Claude, ChatGPT and Claude Code do, as do other assistants that can connect to a remote MCP server with a sign-in.
**Connect your assistant**
1. In Customer Alliance, open **Settings → API & Webhooks → MCP** and copy the address under **Connect an AI assistant**.
2. In your AI assistant's settings, add a custom connector and paste the address. Some assistants call this an MCP server or an app, and the menus differ between assistants.
3. Your assistant opens a Customer Alliance page. Sign in if you're asked to. If you last signed in more than 10 minutes ago, you're asked to sign in again: connecting an assistant gives it lasting access, so it needs a fresh sign-in.
4. Check the request. The page names the assistant, shows the email and account you're signed in with, and lists what the assistant will be able to do:
- **Read**Read reviews, ratings, topics and survey results for the properties you can access.
- **Drafts**Save reply drafts and internal notes. Nothing is published until you publish it yourself.
5. Choose **Allow**. You're returned to your assistant, and Customer Alliance emails you to confirm that an AI assistant was connected to your account.
**If the page says the app is unverified**
Some assistants register themselves when they connect, so Customer Alliance can't confirm who runs them. Only continue if you started the connection yourself, from your assistant. In Settings, a verified assistant shows the website it comes from instead.
**Notes for each assistant**
Assistants change their menus and plans often. If a step here no longer matches, the assistant's own help pages have the current way to add a custom connector.
### Claude (web, desktop and mobile)
- Custom connectors work on every Claude plan, though the Free plan limits how many you can add.
- On a Team or Enterprise plan, an owner of your Claude organisation adds Customer Alliance as a connector first, in the organisation's settings. Each person then connects it and signs in with their own Customer Alliance login.
- A connector added on the web is also available in the desktop and mobile apps.
### ChatGPT
- Custom connectors need Developer Mode, on a paid ChatGPT plan. In a Business or Enterprise workspace, an admin may have to allow it.
- Saving reply drafts and notes is a write action, which ChatGPT may only allow on some plans. If the assistant can read but not save drafts, check OpenAI's current documentation for your plan.
### Claude Code
Run `claude mcp add --transport http customer-alliance https://app.customer-alliance.com/mcp`, then `/mcp` in Claude Code to sign in.
**What the assistant can do**
The assistant chooses these tools by itself to answer your question. Some need a part of your plan; if yours doesn't include it, the assistant is told so and can tell you.
**What it never does**
These stay with people in Customer Alliance, whatever you or a review asks the assistant to do.
- Publish, send, schedule or approve a reply.
- Send surveys, invitations, review requests or any other email.
- See guest contact details: email addresses, phone numbers, guest profiles or stay details.
- Change settings, users, roles, billing, integrations or alerts.
- Export files or build reports.
- See a property you can't see in Customer Alliance.
**Your permissions**
- The assistant works as you, so it sees exactly the properties you see in Customer Alliance. If your roles change, the assistant's access changes with them.
- Saving drafts and notes needs permission to reply to reviews at that property. With a read-only role, the assistant can read but not draft, and it's told which property it can't reply at.
- A review at a property you can't access looks to the assistant exactly like a review that doesn't exist.
**Drafts and notes**
### Where drafts appear
A draft appears in the review's reply box with the label Drafted by an AI assistant (Claude). Edit it and publish it as you always do. Once anyone saves or sends it in Customer Alliance, the label goes, because the text is now theirs.
### Protecting your team's work
- The assistant never replaces a draft a colleague edited in the last 15 minutes.
- It replaces an older draft by a colleague only if you confirm that you want it to.
- When it does replace a draft, the earlier text is kept in the review's activity as *Draft replaced through an AI assistant*.
- It can't change a reply that is published, waiting for approval, scheduled or being sent.
- If a reply was sent back for changes or failed to post, the message stays on the review for you to read.
### Checks before saving
- A draft must fit the reply length the review's site allows.
- Reviews the site doesn't accept replies to, such as a Booking.com rating with no text, are refused.
- Saving the same text again changes nothing.
### Sending drafts in bulk
**Send drafts** or **Submit for approval** in the review inbox skips any draft an assistant wrote that nobody has saved since. Open it, check it, and send it from the review.
### Notes
Notes the assistant adds show via an AI assistant (ChatGPT) beside your name. If it's asked to add the same note again within 10 minutes, it adds it once.
**Manage connections**
Go to **Settings → API & Webhooks → MCP**. Under **Connected Platforms**, each connection shows the assistant, its access, when it was connected, when it was last used, and its tool calls over the last 7 days. Assistants that registered themselves are marked **Unverified**.
- Everyone sees and can disconnect their own connections.
- Administrators who manage API keys also see who connected each one, and can disconnect anyone's.
- A disconnected assistant stops working at once. To use it again, connect it again from the assistant.
- Removing Customer Alliance from your assistant doesn't always end the connection here. Disconnect it in Settings as well, so it stops counting as connected.
- Switching off **Allow AI assistant connections** disconnects everyone in the account. Switching it back on doesn't reconnect them; each person connects again.
### When a connection ends by itself
Your assistant renews its access in the background, so normally you don't need to do anything. A connection ends, and you connect again from your assistant, when:
- it is 90 days old;
- it hasn't been used for 30 days;
- you change or reset your password;
- your user is deactivated or removed;
- an administrator disconnects it or switches connections off.
**An email about a connection you didn't make?**
Disconnect it under **Settings → API & Webhooks → MCP** and change your password. Changing your password also ends all of your connections.
**Your data**
### What the assistant receives
To answer you, the assistant receives what your question needs: guest review text and reviewers' names (none for anonymised reviews), ratings, replies and drafts, survey answers, your team's internal notes, analytics figures, and your brand voice, signatures and snippets.
### What it never receives
Guest email addresses, phone numbers, guest profiles and stay or booking details, including the survey questions that collect a guest's name or contact details. Benchmark figures are combined across many Customer Alliance properties and never show another customer's data.
### Where it goes
The information goes to the AI service you connected, and that service's terms apply to it. That's why an administrator decides whether the account allows connections, and why the switch says so.
### Other tools in your assistant
Your assistant may have other connectors or tools switched on, such as email or web browsing. It can use them with what it read from Customer Alliance, and Customer Alliance doesn't control them. Check which tools your assistant can use before asking it to work with guest reviews.
### What Customer Alliance records
- Each connection: who connected it, which assistant, and when.
- Every draft and note, in the audit log as yours, made through the assistant.
- A log of tool calls for 90 days: which tool, when, and whether it worked. Never your questions or the answers.
- Customer Alliance's product analytics also count connections and tool calls: which tool, which assistant, and whether it worked. Never your questions or the answers.
### Reviews are written by the public
Anyone can write a review, including one meant to mislead an AI. The assistant is told to treat review text as information to report on, never as instructions. Because it can only save drafts and notes, and nothing reaches a guest until a person publishes it, the most such a review could do is lead to a draft that you see before it goes anywhere.
**Limits**
- Each connection can make 60 tool calls a minute, and an account 300 a minute across everyone. Above that, the assistant is told how many seconds to wait.
- Review statistics and topics cover up to 3 years at a time; a longer period is cut to the last 3 years. The benchmark covers the last 90 days or the last 12 months.
- Lists come up to 25 items at a time, and the assistant asks for more as it needs them.
- An answer too large to send in one go is refused. Ask about one property or a shorter period.
**Messages from the assistant**
When Customer Alliance can't answer, the assistant receives one of these messages and may pass it on.
| The message says | What to do |
| --- | --- |
| AI assistant connections are not included in this Customer Alliance plan. | Contact your Customer Alliance account manager about the Pro plan. |
| An administrator has switched AI assistant connections off for this Customer Alliance account. | Ask your administrator to switch them on under Settings → API & Webhooks → MCP. |
| This Customer Alliance account is on hold, so it can't be read right now. | An administrator can resolve it under Settings → Billing. |
| This connection was not granted the "\[permission\]" permission. | Disconnect Customer Alliance in your assistant and connect it again. An assistant that asks only to read can't save drafts or notes. |
| \[A feature\] isn't included in this Customer Alliance plan. | The tool needs a part of the plan your account doesn't have. Ask your account manager. |
| You can't access that review (or property), or it doesn't exist. | Check that it's at a property you can see in Customer Alliance. |
| You don't have permission to reply to reviews at \[property\]. | Ask an administrator for a role that can reply at that property. |
| You don't have permission to add notes to reviews at \[property\]. | Ask an administrator for a role that can reply at that property. |
| Too many requests from this connection. Try again in \[n seconds\]. | Wait the time given. If it keeps happening, ask for fewer things at once. |
| Too many requests from this Customer Alliance account's AI assistants. Try again in \[n seconds\]. | Your account's assistants together have made too many calls. Wait the time given. |
| This answer is too large to return in one go. | Ask about one property, fewer reviews or a shorter period. |
| Customer Alliance could not complete this request. | Ask again in a moment. If it keeps happening, contact Customer Alliance. |
| Customer Alliance is temporarily unavailable to AI assistants. | Customer Alliance has paused AI assistant access. Try again later; you don't need to reconnect. |
Questions about AI assistant connections?
- [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
- [Settings](https://support.customer-alliance.com/v2-knowledge-base/settings?hsLang=en)
- [Integrations](https://support.customer-alliance.com/v2-knowledge-base/integrations?hsLang=en)
- [FAQs](https://support.customer-alliance.com/v2-knowledge-base/faqs?hsLang=en)
[.svg "Customer-Alliance-Horizontal-logo-on-light (1)")](http://www.customer-alliance.com)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, CA Customer Alliance GmbH