An order-status assistant needs access to order records and a way to hand difficult cases to your team. Configuring its resources is a separate task from running those customer conversations.
Customer-facing agents need a task, knowledge and permitted actions
It needs a defined task, approved knowledge, permitted actions and a human continuation path. For an order-status request, success means returning the correct order information or handing the request to your team.
MCP gives authorized clients access to resource operations
MCP exposes supported resource operations to an authorized client. Managing a template or reading a message through MCP does not automatically establish a live customer-service assistant.
Meta Business Agent answers customers and takes business actions
Meta Business Agent is Meta’s AI service for answering customers and taking business actions in WhatsApp conversations. You configure its business knowledge and when your team takes over.