# Approach to Provide Limited Access to External Users for Complaint Management **URL:** \ **Category:** General\ **Created:** [September 22, 2026, 2:03pm UTC](https://forums.pega.com/t/approach-to-provide-limited-access-to-external-users-for-complaint-management/13546 "2026-09-22T14:03:12Z")\ **Posts on this page:** 1\ **Showing post:** 2
**Author:** ![Will\_Cho](https://yyz2.discourse-cdn.com/pega/user_avatar/forums.pega.com/will_cho/32/23260_2.png) [@Will\_Cho](https://forums.pega.com/u/Will_Cho)\ **Post date:** [September 22, 2026, 2:51pm UTC](https://forums.pega.com/t/approach-to-provide-limited-access-to-external-users-for-complaint-management/13546/2 "2026-09-22T14:51:33Z")
One approach could be to expose complaint-related workflows through Pega MCP Service and allow external users to interact via an AI client such as Copilot or Claude. Pega preserves user authentication and authorization, so existing RBAC/ABAC policies continue to control what each user can access. This should enable users to create complaints, upload documents, and check status through a conversational interface while remaining secure and scalable. However, I would view MCP as an additional channel (according to Pega’s center-out architecture) rather than a replacement for a traditional external portal. I’ve documented one example in this posting - [How to expose Pega as MCP server for external AI clients (Infinity '26)](https://forums.pega.com/t/how-to-expose-pega-as-mcp-server-for-external-ai-clients-infinity-26/12786) More MCP related references can be found in [Pega GenAI Cookbook: Agentic AI Recipes - #28 by RameshSangili](https://forums.pega.com/t/pega-genai-cookbook-agentic-ai-recipes/10497/28) - cc: @RameshSangili --- _[View the full topic](https://forums.pega.com/t/approach-to-provide-limited-access-to-external-users-for-complaint-management/13546)._