Connect a voice receptionist to your CRM with MCP
They wired a voice agent to a custom MCP server so it could list, book, and cancel appointments through their CRM.
- What they did
- They set up a custom MCP server that exposed appointment tools for a CRM: one to list bookings, one to create them, and one to cancel them. An ElevenLabs voice agent handled speech input, the language model, and spoken output, while a Twilio phone line carried the call. A system prompt controlled the agent’s tone, rules, and which tool to use in each case.
- How it went
- The example described the architecture only and did not report any production results, counts, or problems. It also noted that the model runs on infrastructure outside your control, so the hosted MCP server is the link to the CRM.
- Tips
- Keep the MCP server under your own control if it is the only path into sensitive systems. If you adapt this, require confirmation before any booking cancellation or other irreversible action.
Try it yourself with Claude Code
Build a custom MCP server in [language] for [CRM or database] with tools to list appointments, create appointments, and cancel appointments. Connect it to a voice agent such as [voice platform] over [phone line / web socket / app], and write a system prompt that sets the speaking style, decides when each tool should be used, and pauses for my approval before any cancellation or other irreversible action. Include tests using fake data, then stop and give me a short setup guide for connecting the pieces.
Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.
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