Permissions

An API key holds an explicit list of scopes. The MCP server shows an assistant only the tools those scopes allow, and refuses any other call with the missing scope named. Nothing is implied: a write scope does not include the matching read scope.

Scope	Tools it unlocks
help-center:read	search_articles, list_articles, get_article, list_collections
conversations:read	list_conversations, get_conversation
customers:read	list_customers
feedback:read	list_feedback_posts, get_feedback_post
changelog:read	list_changelog
knowledge:read	list_knowledge_sources
credits:read	get_credits
ai:ask	ask
conversations:write	draft_reply
feedback:write	create_feedback_post
help-center:write	create_article_draft

Writes never reach customers

The MCP write tools never send a message to a customer and never publish anything.

• draft_reply saves an internal note on the conversation, marked as a draft that was not sent. A teammate reads it, then sends it, edits it or ignores it.
• create_article_draft creates an unpublished article.
• create_feedback_post files a post, which your team can review, merge or decline like any other.

This means a mistaken or manipulated assistant cannot message your customers through MCP. The same key, used with the REST API, can send a customer reply when it holds conversations:write, so give that scope only to code you trust.

Choose a key for the job

• Use read scopes only for assistants that summarise, search or report.
• Add a write scope only where you want drafts created, and where someone reviews them.
• Create one key per assistant, so you can revoke one without disturbing the others. Set an expiry when the key is only needed for a while.

Revoke a key

Revoke a key under Settings, API keys whenever someone leaves or a device is lost. It stops working at once.

Mind what is in conversations

Conversations contain customer text. An assistant reads it as input, and a customer could write instructions that try to steer it. Internal notes are included when a key can read conversations. Keep write access narrow, and review drafts before sending, as you would any message written for you.