Custom Tools: The homie AI Agent Answers Even More Precisely

Customers have simple questions: Where is my package? I want to speak to someone. I’m interested in your offer. Until now, AI agents couldn’t really answer these questions – they could only reproduce knowledge that someone had previously added. What was happening live in your systems remained out of reach.

That changes with homie Custom Tools. They connect the homie AI Agent live to your systems – enabling it not only to answer, but to take action. Directly in the conversation. Fully automated. Around the clock.

“Until now, the homie AI Agent knew what you had taught it. With Custom Tools, it also knows what is actually happening in your systems right now – and acts accordingly.”

The problem: customers ask, systems know – homie Custom Tools now connect both

A traditional online shop receives hundreds of support requests every day. A large share of them are simple: Where is my package? What is my billing address? I want to submit a request. These questions cost time and money – even though the answer is already somewhere in the system. Someone just has to look it up.

Before: Customer asks → ticket is opened → employee searches manually → answer arrives hours later. In the worst case: after the weekend.

With Custom Tools: Customer asks → homie AI Agent checks your system live → answer arrives in seconds. 24/7, fully automated, without a ticket.

What are homie Custom Tools?

Custom Tools are a new functional layer that connects the homie AI Agent live to external systems. Instead of only reproducing stored knowledge, the agent can now actively take action:

• Retrieve live data from shipping providers, shop systems or CRM
• Forward conversations to your support team in a structured way
• Qualify leads and transfer them directly into the CRM

1. “Where is my package?” – finally answered

The most frequently asked question in e-commerce. It is simple, yet it still costs support teams hours of manual work every day. With Custom Tools, that becomes a thing of the past.

The homie AI Agent connects live to your shipping provider – whether DHL, DPD, UPS or your own tracking system. The customer types their question, the agent checks internally, and a precise answer arrives within seconds: current status, delivery window, tracking link.

• All providers: DHL, DPD, UPS and any other service with an API endpoint.
• In seconds: No ticket, no waiting. Answer directly in the chat.
• Active 24/7: At night and on weekends too. Without additional effort.

2. Handover to the support team – with full context

The homie AI Agent resolves the vast majority of requests on its own. But there are moments that need a real human: a defective product, a complex complaint, a conversation that requires a personal touch.

In exactly these moments, homie Custom Tools hand the conversation over seamlessly to the support team – by email, including the full conversation history. The team doesn’t have to start from scratch. The customer doesn’t have to repeat anything.

What this means in practice: the support team receives a complete overview by email – what the customer wanted, what the agent has already tried, and what is needed now. No repeated explanations. No loss of information. Just a seamless handover.

3. Capture leads – automatically

In B2B sales, every missed lead costs real money. Contact forms have drop-off rates of 70% and more. With Custom Tools, homie turns the agent into a qualification flow: it asks the right questions, collects all relevant information and transfers the lead directly into the CRM or by email to the sales team – complete and structured.

The key advantage: no lead gets lost. Not at night, not on weekends, not during lunch breaks. The homie AI Agent handles the qualification completely – and hands everything over in a structured way.

What else can the homie AI Agent connect to?

What makes Custom Tools special: they were deliberately built to be open – not for a few fixed use cases, but as an open platform. Any system with an API endpoint can be connected.

• Returns management: The customer initiates a return directly in the chat – and the process is triggered automatically.
• Address changes: Contact details or delivery address – updated directly in the conversation, without navigating through menus.
• ERP & PIM: Inventory data, pricing information – live from your ERP or PIM, without delay.

How do homie Custom Tools work – and what can they connect to?

Custom Tools are based on three core pillars – deliberately built to be open, so you decide which systems are connected.

• Pillar 1 – HTTP integrations: Any system with an API endpoint can be connected. Ready-made templates are available for the most common use cases – no code required.
• Pillar 2 – Email hooks: The homie AI Agent triggers structured emails – for support handovers, lead forwarding or customer requests.
• Pillar 3 – One-click connectors soon: Planned: HubSpot, Zendesk, WhatsApp and more – just click, connect, done.

The result: almost anything can be connected. And because homie Custom Tools were built to be completely open, the system grows with your requirements.

Custom Tools – the key facts at a glance

• Check package status live – with DHL, DPD and more, directly in the chat
• Hand over to a real person in support – by email, with the full conversation history
• Automatically qualify leads and pass them on to the sales team in a structured way
• Preconfigured templates for the most common use cases – no code required
• Flexibly expandable: any system with an API endpoint can be connected
• One-click connectors for HubSpot, Zendesk & WhatsApp are coming soon

homie Custom Tools are available now. Existing homie customers can set up their first integrations directly in the dashboard. Not a customer yet? Now is a good time.

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