Connect Reachdesk MCP with Microsoft Copilot

Before you start

• You'll need a Reachdesk login. The agent can only view data and take actions that your role in Reachdesk allows.
• You'll need access to Microsoft Copilot Studio, with permission to create and publish agents and to create connections.
• Have the Reachdesk MCP URL ready. In Reachdesk, go to Settings → API & MCP and copy the URL from the Reachdesk MCP section. If you can't see the API & MCP tab, ask a Reachdesk admin to enable it or to give you the URL.

Connection steps

STEP 1

Create a new Reachdesk agent

In Copilot Studio, open Home and select Agent to create an agent that can take actions and answer questions. Name it "Reachdesk" and, in the Instructions box, describe what the agent is for. For example: "You are an agent that will be used to help users use Reachdesk to help with their gifting needs."

Copilot Studio Home, select Agent

New agent, Instructions

Tip: You can add more detail to the instructions later, for example the currency or countries your team usually sends to.

STEP 2

Start adding the Reachdesk MCP as a tool in the Reachdesk agent

In the panel on the right of the Build tab, find Tools and click the + icon. In the Add a tool window, click Add in the top-right corner and choose Model Context Protocol (MCP).

Add a tool → Add → Model Context Protocol (MCP)

STEP 3

Enter the Reachdesk MCP server details

In the Add MCP server window, complete the fields as follows:

• Server name: Reachdesk
• Server description: Used to perform gifting actions in Reachdesk
• Server URL: https://app.reachdesk.com/mcp
• Authentication: OAuth 2.0
• Configuration type: Dynamic (with discovery)

Click Add.

Add MCP server

STEP 4

Create a new connection

The Select a connection window opens with the connection showing as "Not connected". Open the connection drop-down and click Create new connection. Leave the display name as "Reachdesk" (or enter your own) and click Create.

Select a connection → Create new connection

Creating a connection to use Reachdesk

STEP 5

Authorize the connection in Reachdesk

A Reachdesk sign-in and authorization window opens. Sign in to Reachdesk if prompted, then review the permissions being requested:

• Read: read Reachdesk data according to your role.
• Write: create Reachdesk objects, such as sends and campaigns, based on your role permissions.

Click Authorize.

Reachdesk → Authorize Credential Manager

Note: This screen shows an "Unverified application" warning because the connection is created through Microsoft's connection service rather than by Reachdesk, and the authorization redirects through a Microsoft address. This is expected when you start the flow from Copilot Studio.

Caution: Only click Authorize if you started this flow yourself. If this window appears unexpectedly, click Deny and check with your Reachdesk or Microsoft admin.

STEP 6

Add the connection to the Reachdesk agent

Back in Copilot Studio, the connection now shows Reachdesk with a green tick. Click Add. Reachdesk then appears under Tools in the agent's side panel.

Select a connection, connected

Reachdesk added under Tools

STEP 7

Add channels to the Reachdesk agent

Channels define where people can use the agent. In the side panel, click the + icon next to Channels and select Teams + Microsoft 365.

Add a channel

Under Availability, choose where the agent will be available:

• Microsoft 365 Copilot and Microsoft Teams
• Microsoft 365 Copilot only
• Microsoft Teams only

Click Add channel. Teams + Microsoft 365 now appears under Channels.

Microsoft 365 and Microsoft Teams, Availability

Channels and Tools configured

Caution: The availability setting can't be changed after you publish the agent, so check your choice before continuing.

STEP 8

Test the Reachdesk agent in Preview

Click the Preview tab and send a test request, for example: "Recommend a gift to send as a welcome gift for £40 to a customer in the UK".

The first time the agent uses a Reachdesk tool, such as Search marketplace products, a Permission Required message asks whether the agent can proceed. Allow it. The agent then searches the Reachdesk marketplace and returns its top recommendation, including the price and any gift note requirements.

Preview, permission required for Search marketplace products

Preview, gift recommendation

Tip: If the agent can't find Reachdesk data, go back to the Build tab and check that Reachdesk is listed under Tools with a working connection.

STEP 9

Publish the Reachdesk agent

When you're happy with the results, click Publish in the top-right corner. In the Publish window, check that Teams + Microsoft 365 is listed under Channels, then click Publish agent.

Publish your agent

When publishing is complete, you'll see "Your agent published successfully". The agent is now available on the channels you configured. Click Share to share the agent with your team, or Close to finish.

Your agent published successfully

How to use Reachdesk agent in Microsoft Copilot

STEP 1

Add the Reachdesk agent

After publishing the agent, click on Share and you will see the screen below. When you're ready to add the Reachdesk agent to Copilot, click Add.

Reachdesk agent details page

The button changes to Adding... while the agent is added to your account.

Adding the agent

STEP 2

Open the agent

When the agent has been added, it opens in Microsoft 365 Copilot. You'll see the Reachdesk agent name, who created it, and a Message Reachdesk box where you can start chatting.

Reachdesk agent in Microsoft 365 Copilot

STEP 3

Start a chat with the agent

You can also start a chat with the Reachdesk agent from any new Copilot chat. Click New chat, then click the + icon in the message box and select Chat with an agent.

New chat → + → Chat with an agent

In the Chat with an agent window, search for "Reachdesk" and select it from the results.

Chat with an agent, search for Reachdesk

Reachdesk now appears in the message box, so every message you send in this chat goes to the Reachdesk agent. To switch back to Copilot, click the x next to Reachdesk.

Message box with the Reachdesk agent selected

STEP 4

Ask for a gift recommendation

Type what you need in plain language. For example: "Recommend gifts for a prospect in the US". If the agent needs more detail, it will ask. Here it asks for a budget in USD and any restrictions, such as no alcohol, food allergies, tech, wellness or sustainable gifts. Reply with the details, for example "100, no alcohol".

Tip: You'll get better recommendations the first time if you include the recipient's country, your budget and currency, the occasion (such as a welcome gift, a thank you or a prospecting gift), and any restrictions.

STEP 5

Approve the Reachdesk request

The first time the agent needs to use a Reachdesk tool, a Permission Required message asks whether it can proceed. In this example, the agent wants to use Search marketplace products. Click Approve to let it continue, or Deny to stop it.

The agent asks for a budget, then requests permission to search marketplace products

Caution: Only approve requests that match what you asked the agent to do. If the tool named in the message is not what you expected, click Deny.

STEP 6

Review the recommendations

The agent returns a list of gifts that match your request, with the price and product ID for each one, and highlights its top recommendation. In this example, it returns five US gifts under $100 with no alcohol, and recommends the Desk Essentials set at $79.00. For food gifts, the agent suggests confirming allergies first.

Gift recommendations returned by the Reachdesk agent

You can keep chatting to refine the results, for example by changing the budget or asking for more options.

Update Reachesk agent tools and permissions

STEP 1

Update Reachdesk agent tool permissions

This section is for the person who built the agent. In Copilot Studio, open the agent, go to the Build tab and click the Reachdesk tool under Tools to open Edit tool.

Edit tool, tool permissions

The Tool permissions list shows each Reachdesk tool the agent can use. You can search for a tool, or use Allow all to switch them all on.

Click Done to save your changes, then publish the agent again so that they apply.

STEP 2

Update Reachdesk agent sharing permissions

Go the Copilot Studio and go the Reachdesk Agent. Click Share and you will see the screen below. Control how users in your organization can access the agent.

Troubleshooting

I don't see the API & MCP tab in Reachdesk

This tab is role-restricted. Ask a Reachdesk admin on your team to retrieve the MCP URL or give you access.

The Reachdesk authorization window appeared without me starting the flow

Don't click Authorize. Click Deny, close the window, and repeat the steps above from Copilot Studio directly.

The connection shows "Not connected"

Open the connection drop-down in the Select a connection window and click Create new connection, then complete the authorization again.

The agent says a Reachdesk tool call failed with an authentication error

Your session with Reachdesk may have expired. Open the Reachdesk tool in your agent's settings and reconnect, then publish the agent again.

I need to change where the agent is available

The availability setting for the Teams + Microsoft 365 channel can't be changed after publishing. Create a new agent and choose the correct availability before you publish.

I can't find the Reachdesk agent when I search

Check that the agent has been added to your account (Step 1) and that it was published to Teams + Microsoft 365. Then open the Chat with an agent window and try searching again.

The agent keeps asking me for permission

Click Approve each time the Permission Required message appears. The agent can't use a Reachdesk tool until you approve it.

The agent can't see data I expect to see

The agent can only view data and take actions that your role in Reachdesk allows. For example, a sender role may only see their own sends, campaigns and wallets. Ask a Reachdesk admin to check your role.

The agent says a Reachdesk tool call failed with an authentication error

Your session with Reachdesk may have expired. Ask the person who built the agent to check the Reachdesk connection in Copilot Studio and reconnect it.