Integrations in detail Placetel AI
Placetel AI & Caller ID: the assistant knows who calls
A voice assistant picks up before a human does. It is friendly, it is there immediately, and it does not know who is calling – no more than the sidebar would without your CRM. But it can ask.
Since 08/09/2026 it does. Placetel AI calls a Haus iT Caller ID endpoint during the conversation, and that looks the number up in your CRM.
And it continues from there: when the assistant hands the call to a colleague, it arrives in Webex Calling – carrying the original caller number. The sidebar then queries the same source again and shows the same person. The caller does not have to give their name a second time.
- The phone rings the assistant answers
- The assistant asks for the number
- Haus iT Caller ID standardises it
- Your CRM or ERP looks it up Your customer data stays here
- The conversation opens with the name
- Handover to Webex the sidebar shows the same person
What was already there and still missing
Numbers from a real operation: since 15/06/2026 this customer's assistants have taken 1,748 calls. In the week up to 08/09/2026 there were eighteen, averaging one minute and two seconds.
Not one of them resolved the caller. Not because it was impossible – because nobody had asked. On 04/09/2026 a number called and the conversation lasted twelve seconds. That same number sits in this customer's CRM with its full company name.
What the assistant receives
- The name and, where held, the company
- The customer number, if your system keeps one
- The source of the answer – every hit states which system it came from
- Whether several contacts share that number
- On no hit: a clear no, rather than a riddle
What it does not receive
No postal address, no e-mail address, no link into your system. The answer is built from an allow list: only what is explicitly written down goes out. A field someone adds later does not end up in the conversation by accident.
And explicitly not your staff's personal Outlook address books. The sidebar may show them because a human sits there to whom they belong. In this request there is no human – only a bot with a house key.
A name says something about the line, not the person
That is the most important sentence here. Whoever calls from a number is not necessarily the person listed beside it in the CRM. At a switchboard, a law firm or a medical practice they often are not.
That is why this limit does not live in an instruction to the assistant but in the answer itself: a dedicated field states whether several contacts share the number. On 08/09/2026 that applied to 3 of 29 hits. The difference matters – a note in an instruction holds as long as a language model chooses to follow it; a field in the data holds always.
How fast
What you need
- Placetel AI Pro with the ability to create your own API requests (Voice Wizard → Tools → API request)
- A key from the Haus iT portal – it is valid for exactly one tenant and is stored with us only as a hash
- A connected CRM or ERP that can be queried by phone number
The key is valid for one tenant. That is not a limitation but the protection: an assistant answering for another company cannot resolve contacts that are not its own.
The handover, measured
That the call arrives in Webex Calling with the correct number is not an assumption. On 08/09/2026 two real handovers were placed side by side in both systems:
- Placetel logs a warm transfer on 03/09/2026 at 09:22 from a mobile number – the Webex records show the call at 09:21:46, answered, with exactly that number
- Placetel logs a second handover on 02/09/2026 at 09:52 – Webex has it at 09:51:28, also answered
In both cases Webex shows the original caller number, not the assistant. That is precisely why the sidebar works afterwards.
What we do not promise
What the assistant makes of the name is Placetel's decision, not ours. We supply an answer, not a conversation. And 46 per cent is a ceiling, not a guarantee: it depends on how complete your contact data is. Anyone with many callers who appear in no CRM – suppliers, authorities, applicants – raises the rate with their own number book, not with a better interface.
Frequently asked questions
Can Placetel AI tell who is calling?
Yes – if there is someone it can ask. Placetel AI calls an API during the conversation; Haus iT Caller ID answers that question from your CRM and returns name, company and customer number. You set it up in the Voice Wizard under "Tools → API request".
How many callers are recognised?
On 08/09/2026, thirteen real caller numbers from one customer's conversations were checked against their Odoo: six were resolvable, that is 46 per cent. Across all callers of 30 days (84 numbers) it was 35 per cent. What the CRM does not know, the assistant cannot know either.
What does the assistant get to see?
Name, company, customer number and the source of the answer. No postal address, no e-mail address, no link into your system – and not your staff's personal Outlook address books, because those belong to individuals, not to the company.
What if several contacts share the same number?
Then the answer says so. At a switchboard or a practice the name is not a statement about the person on the line – the answer therefore carries its own field saying exactly that. Measured on 08/09/2026 this applied to 3 of 29 hits, i.e. 10 per cent.
Is the content of the call processed?
No. We receive a phone number and answer with a name. What is said in the conversation never reaches us and is not stored by us.
Does this work with another voice assistant?
Yes. The interface is an ordinary POST request with a key in the header – any assistant able to make its own API calls can reach it. Placetel AI is simply the first that does.