Custom Function Lookup: Let Your AI Agent Work With Your Own Systems

That’s always been the limitation. An AI agent can answer general questions, look things up in standard integrations, and handle the obvious cases. But the moment a customer asks about something that lives in your own system, your own database, your own backend, it hits a wall.

Not anymore.

With Custom Function Lookup, your AI agents can now call directly into your own backend systems in real time. The agent is no longer limited to what Herodesk already knows. It can fetch exactly the data your customer needs, at the exact moment they need it.

What that looks like in practice

A customer writes in asking about the status of an order that lives in your internal order management system. Or asks about a license registered in your SaaS platform. Or wants to know what’s on their account with you.

Without Custom Function Lookup, your AI agent either can’t answer, or hands the customer off to a human who manually looks it up.

With Custom Function Lookup, the agent calls your system directly, retrieves the answer, and delivers it to the customer on the spot.

The customer gets a fast, accurate response based on their own data. Your support queue gets shorter. And your team focuses their time on the cases that actually need a human.

Built for businesses with specialised systems

Standard integrations cover the most common platforms. But a lot of businesses, especially B2B companies and SaaS providers, run backend systems that were built specifically for them. Internal CRM systems. Proprietary order management platforms. Customer-facing logic that doesn’t fit neatly into a standard integration.

Custom Function Lookup is built for exactly those situations.

You define which functions your AI agent is allowed to call. You decide what data it has access to and what it can do with it. It’s your infrastructure, and you stay in control of it.

If you can build an API endpoint, you can connect it to Herodesk.

The difference between an agent that answers and one that actually helps

There’s a meaningful gap between an AI agent that responds with generic answers and one that responds with the right answer.

With Custom Function Lookup, your customers experience a service that feels like it knows them. Because it does, pulling live data from your systems in real time.

And for your business, that means you can scale your support without scaling your headcount alongside it.

Custom Function Lookup is available now. You’ll find it in your AI agent settings inside Herodesk.