“Where is my order?” Voxori checks — in your system, during the call.
A caller asking about the status of an order, a file or an earlier ticket usually hears “I'll pass that on” from a phone assistant. With this module Voxori can look the answer up itself: a read-only query in a system of yours, with fields agreed in advance.
And if you work with TOPdesk, Voxori can create a ticket during the call and read the ticket number back — only if the creation actually succeeded. Both are bespoke work we set up and test per customer before anything goes live.
Bespoke per customer · price agreed separately · not self-service yet
In pilot
In pilot means: built and tested, not live by default. We switch this module on per customer after a guided start — listening in on a few real conversations before anything runs unattended.
Two switches, both off by default. You switch the module on in your portal, and we have to have released it platform-wide. If either one is missing the module does nothing — no half measures, no button that quietly does nothing.
This module is deliberately not on the build-your-own price list: it is bespoke work we set up per customer, and the price is agreed in that process. So there is no switch and no fixed monthly fee — but an honest conversation about what it would be for you. What is actually true today is stated below.
Two skills, one rule: make nothing up
Look-up works like this: per customer we set up a ‘look-up tool’ — a URL of your system, the fields the caller may give (an order number, say) and exactly which fields Voxori may read out, each with a fixed form: a status from a list, a date, an amount. Read only (GET), never write, never free text from a foreign system. A tool only goes live after a green test; every change switches it off again until it is retested.
Ticket creation works with a connected TOPdesk: Voxori records the problem as an incident and reads out the ticket number TOPdesk returned — never a made-up number. If creation fails, it says so honestly and forwards or arranges a callback, without a number.
This is the same rule as with appointments: a booking is only booked once the calendar reports ‘success’. Here a ticket is only created once TOPdesk says so, and a status is only a status once your system gave it.
Look-up in your own system, concretely.
Read-only look-up in your system
Order status, file status, balance, registration — whatever your system returns over a GET connection for a fixed key, Voxori can read out.
Fixed fields, fixed form
Every field read out has an agreed form: a choice from a list, date, time, amount or number. Free text from an external system never ends up in the AI's mouth.
Only active after a green test
A look-up tool only goes live if the test passed. Change the URL or the fields and it is switched off automatically until it is green again.
TOPdesk ticket with a number
With a connected TOPdesk Voxori creates an incident and passes on the ticket number — only the number TOPdesk literally returned.
Urgent still gets forwarded
An outage affecting several people — server, VPN, phishing — is not a ticket but urgent: that call goes straight to a human, module or not.
Everything readable afterwards
Which look-up was done, what the system answered and which number was passed on is in the transcript in your portal.
What look-up and ticketing do not do
Precisely because Voxori reads something from your system in the middle of a call, the limits are hard:
It writes nothing into your system. Look-up is read-only. Changing an order, updating an address or making a payment is something Voxori cannot do — even if the caller asks.
It reads out no free text. Only fields with a pre-agreed form. A remarks field from a foreign system never enters the conversation, however handy that might sometimes be.
It makes up no ticket number. Without confirmed creation in TOPdesk there is no number. Voxori then forwards or arranges a callback — and says so.
It is not self-service. Every look-up tool and every TOPdesk connection is set up and tested by us. There is no switch in your portal that turns this on, and no fixed monthly fee on the price list.
The TOPdesk connection is not yet proven with a real customer. The connection is built and tested in our environment, but has never run against a real TOPdesk account. That is why every roll-out starts with a guided start — we listen in before anything runs unattended.
What does it cost?
Look-up in your own system and the TOPdesk ticket are not on the build-your-own price list and not part of Voxori Complete either. It is bespoke: we build and test the connection per customer, and the price is agreed in that process. Ask us through the contact form — we will tell you up front, honestly, what is and is not possible for you.
Questions about Look-up in your own system.
Which systems can Voxori query?
Any system of yours that answers over a secured GET connection for a fixed key (order number, file number, customer number). We set up the connection, including which fields Voxori may read out. There is no list of ‘supported packages’ — it is bespoke per customer.
What does Voxori say if the look-up returns nothing?
Then it says so honestly: the number was not found or the system did not answer. It guesses no status and fills nothing in. You choose in advance what happens next — forward, note a callback, or refer the caller.
How secure is this?
Connection credentials are stored encrypted, every tool is strictly bound to one customer, and the text that goes to the AI is checked for instructions posing as data. An untested tool is never handed to the AI.
Does the TOPdesk ticket work without TOPdesk?
No. Without a connected TOPdesk that skill does nothing. If you want tickets with a number without an external system, look at the Voxori Service Desk — it works standalone.
Can I switch this on myself?
Not yet. Both skills are double-gated (a platform-level switch and one per customer) and set up by us. After a guided start with real calls we switch them on together.
See also Voxori Service Desk, Integrations or Fire-alarm logbook. Question not answered? Check the full FAQ or ask us directly.