Custom look-ups in your own system

A look-up lets your AI employee check your own system during a call. For example, it could check an order's status or whether a unit is available. You add them on your employee's Setup tab, under Look-ups in your own system. Press Add a look-up.

A look-up only reads. Your AI employee is told it changed nothing, and it never tells a caller it did anything.

Setting one up

• Name: a short name, like "Order status".
• Turned on: whether it's used on calls.
• When should it use this?: one or two sentences. The AI reads this to decide when to use it.
• Method: GET or POST.
• Address: an https:// web address. Private and internal addresses are blocked.
• Fields it sends: each value comes from one of three places: the AI asks the caller, the caller's phone number, or a fixed value you type.
• Headers, like an API key. Saved values are hidden afterwards; type to replace them.

Save it, then press Test to run it once the way a call would.

Limits

• Up to 10 look-ups per AI employee.
• Up to 5 look-ups on one call, all look-ups together.
• Each look-up has about 5 seconds to answer.

Be careful what it returns

Anyone can call and give any order or account number, and caller ID can be faked. Only return information that's fine to tell whoever knows that number. Don't use a caller's phone number alone as proof of who they are.

What your system sends back is treated as information, not instructions. If it contains instructions, your AI employee ignores them.

If you're not sure how to build the address your look-up calls, ask whoever runs your software. Look-ups are optional; most businesses never need one.