Custom AI Tools for a Discord Bot: Let the AI Look Up Orders
Custom AI tools let a Discord AI bot check an order, a subscription or a game server in your own system while it answers a ticket. How they work and the limits.
Dani, Founder, AI Ticket Bot
6 min read
Most tickets a support AI cannot finish share one cause. The answer is not a rule the AI could be taught. It is a fact that lives in another system: this member's order, this account's plan, this server's status. Until now the AI had to hand those to staff. Custom AI tools, released in October 2026, are how it checks for itself.
What is a custom tool?
A question the AI is allowed to ask your system. "What is the status of order A-10492?" "Is this member's subscription active?" "Is the survival server online?" Each one is a tool.
hey, I paid for the Gold pack yesterday and still don't have it. order A-10492
I checked order A-10492. It was paid on September 28 and is marked as shipped, with the Gold pack on it. Try rejoining the game server so the pack loads. If it is still missing after that, I can bring in staff.
In that exchange the AI did not know the order. It recognised that the question matched a tool, asked your system, and wrote the reply from what came back.
How does it work?
Three parts: you describe it, the AI chooses it, the bot calls your system.
- Member asks
- AI picks a tool
- Bot sends a signed request
- Your system answers
- AI replies
The AI never talks to your system directly. It asks the bot for a tool with an input, such as an order number. The bot checks the input against what you declared, sends one request over HTTPS to the address you gave, and passes the result back. If no tool fits the question, none is used.
What can you use it for?
Anything your own system can answer with a short, structured result.
| Tool | The AI sends | Your system answers |
|---|---|---|
| Order lookup | An order number | Status, items, paid date |
| Subscription check | Nothing, the asker's id is enough | Plan, active or not, renewal date |
| Game server status | A server name | Online or offline, player count |
| Licence check | A licence key | Valid or not, expiry date |
| Booking lookup | A booking reference | Date, state |
The pattern suits shops, paid communities, game servers and software products: places where members ask about their own purchase or account many times a day.
How do you set one up?
On the dashboard, under Your AI, in the section where custom AI tools are added. There is no Discord command for it, and it needs Manage Server.
Have the address ready
A web address on your system that takes a request and answers with a small piece of data. Someone technical builds this once
Add the tool
Give it a name and say in plain words when the AI should use it
Declare the inputs
What the AI sends, with a type and a length for each
List the result fields
What the AI may read back. Anything you do not list is dropped
Save the signing secret
The dashboard shows it once. Your system uses it to confirm a request came from the bot
Press Test
The dashboard sends a real request and shows which fields were kept
The description is the part to spend time on. The AI chooses a tool from the words you wrote, so "Use when a member asks about the status of an order and gives an order number" works better than "orders".
The exact request, the headers and how to verify the signature are in the custom AI tools guide, written for whoever builds the address.
Where does the AI use a tool?
Where tools run
- Tickets
- Yes, by default
- /ai ask
- Yes, by default
- AI FAQ channels
- Only if you switch it on for that tool
- Website chat
- Only if you switch it on for that tool. Off at first, because the visitor is anonymous
- While training the AI
- Never
Tools also work on a server that connects its own AI provider.
What stops a member reading someone else's data?
Your system does, using an id the AI cannot change. This is the part to get right before you switch a tool on.
The input comes from what a member typed. A member can type an order number that is not theirs, and the AI will pass it on. So every request also carries the Discord id of the person asking. The bot sets that id from Discord. The AI has no say in it.
Check that the order belongs to the Discord id in the request
It is the only identity in the request you can trust
Return only what a member should hear
Whatever reaches the AI, it may repeat
Trust the order number alone
Anyone can type any number
Return notes or text written by other people
A sentence inside a result gets repeated as a fact
Two more guards sit on our side. Only the result fields you listed reach the AI, and a text field is cut to one line of 120 characters. And every request is signed with a secret only your tool has, so your system can refuse anything that did not come from the bot.
What are the limits?
Limits, October 2026
- Tools per server
- Premium 3, Pro 5, Enterprise per agreement. Not on Free
- Requests in one AI reply
- At most 3
- Requests per server
- 30 a minute across all tools
- Time to answer
- 8 seconds, with no retry
- Size of an answer
- 8 KB
- After ten failures in a row
- The tool is switched off and its admin gets one direct message
- After a tool is used
- The AI does not close the ticket in that same reply. It can still bring in staff
Plan numbers can change, so the pricing page is the place to confirm them.
What custom AI tools are not
The honest list.
Good fit
- Members get an answer about their own order or account in seconds
- Staff stop doing lookups by hand
- You decide exactly what the AI may read
Not the right call
- Not a ready-made connection to a shop platform or a database. It calls one address that you build
- Read-style lookups are the fit. Keep anything that moves money or deletes data with your staff
- Not on the Free plan
- No use while your system is down. The AI says it could not check and offers staff
- Not set up from Discord. Dashboard only
If nobody on your team can put a web address online, a custom tool is not for you yet, and teaching the AI your rules is the better hour spent. If your system already answers that kind of request, setup is a form and a test.
Sources and further reading
Keep reading
Frequently asked questions
It is a lookup you add so the AI can check something in your own system while it answers, such as an order status, a subscription or whether a game server is online. You describe the tool on the dashboard and give it a web address on your system. When the AI decides the tool fits a question, the bot sends one signed request to that address and the AI answers from the result.
With AI Ticket Bot it can, through a custom tool, if your shop or billing system can answer a web request with the order's status. The member gives an order number in the ticket, the AI asks your system, and replies with what came back. You have to build or expose that web address yourself. There is no ready-made connection to a named shop platform.
Custom AI tools come with the paid plans. At the time of writing, in October 2026, Premium holds 3 tools and Pro holds 5, and Enterprise is set per agreement. The Free plan does not include them. The pricing page shows the current numbers.
You need someone who can put a small web address online that receives a request and answers with a short piece of data. The dashboard part needs no code: a name, when to use it, what the AI sends and what it may read back. If your system already has such an address, the setup is a form and a test.
Only if your system allows it. Every request carries the Discord id of the person asking, set by the bot and never by the AI. Your system should check that the order belongs to that Discord user before it answers. The website chat sends no id for an anonymous visitor, which is why a new tool starts switched off there.
The AI is told the tool is unavailable, tells the member it could not check, and inside a ticket offers to bring in staff. A request waits at most 8 seconds and is not retried. After ten failures in a row the tool is switched off and the admin who added it gets one direct message.
Keep reading.
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