An AI receptionist for ticket brokers
Most of your callers are not fans. They are marketplace support desks ringing about one order, and what they need from you is a clear next step for their case notes.
No card to start · answers on your site before you add a number
what the phone is costing you
A marketplace call that rings out is not a lost booking. It is an order being decided without you.
The rep on the line has a buyer waiting, often on the day of the event, and a case that has to end with a next step. A phone nobody answers gives them none. And those calls come whenever the support desk is open — which is rarely when you are at yours.
It already knows how your callers talk.
- “I'm calling from StubHub”
- Or Viagogo, SeatGeek, Vivid Seats, TickPick, Gametime. Most callers are a marketplace's support desk, not a fan, and it notes which one — that decides where your team looks.
- “Order number” · “case number”
- The order number is the marketplace's reference for the sale. A rep's own case number for the call is something else, and it writes the two down separately.
- “In-hand date”
- The date you promised the tickets would be with the buyer, which is not the event date. It keeps the two apart: tickets past their in-hand date go to your team's inbox, while an event in the next 48 hours goes to a person.
- “Wrong seats” · “won't scan” · “re-transfer”
- Wrong tickets are urgent and go to a person. A request to send the tickets again, or to a different email, goes to your team's inbox — unless the event is inside 48 hours, when it goes to a person like anything else that close.
A call it takes while you are busy
“Hi, it's Priya from StubHub, about order 4471-2290. The buyer was sent the wrong seats, and the event is tonight.”
“Thanks, Priya. Let me read that order number back: 4-4-7-1, 2-2-9-0? And which event is it?”
“That's right. It's the 7:30 game at Riverside Arena. You can reach me on 646-555-0142, extension 18.”
“646-555-0142, extension 18 — got it. With the event tonight and the wrong tickets, this needs a person, so I'll put you through to the team. So they have it in writing too, could you email them the details first? I can give you the address.”
“No need, it's on the case. I'll send it now.”
“Thank you — with the order number in the subject, please. Putting you through now; please hold.”
What is waiting for you afterwards
- The recording, the transcript and a written summary of the call, so the order number is there in the caller's own words rather than in somebody's memory.
- An urgent callback if the transfer was not answered — the rep's number and extension on it, open until somebody on your team clears it.
- A knowledge gap whenever a caller asked something you had not written down, so the answer is there next time.
What it writes down without being asked
- The marketplace, the caller's name, the order number, the event, its date, why they are calling, and a number to call them back on — asked one at a time, and only what they have not already said.
- The order number read back character by character, letters confirmed with a word, because one wrong digit sends your team to the wrong order.
- The callback number read back digit by digit, extension included. Contact-centre reps often give a main line and an extension.
The event is close, or the wrong tickets arrived
An event in the next 48 hours, wrong seats, or a barcode that will not scan is a call for a person, so it puts the caller through to your team during the hours you set. Outside them, or if nobody picks up, it takes every detail, raises an urgent callback, and asks the caller to email the order to your team.
the part nobody else prints
What it will never do
- Book anything, offer a time, or quote a ticket price, a fee or a resale value. A caller who wants to buy or sell tickets is asked to email your team.
- Say what an order contains, which seats were bought, whether the tickets were sent, or anything else about its status. It cannot see your orders, and it does not pretend to.
- Promise a refund, a replacement, an upgrade, compensation or a delivery time. Only your team decides what happens to an order.
- Take card details, account passwords, ticket barcodes or transfer links over the phone. If a caller starts reading one out, it stops them politely.
- Argue about who is at fault. The rep is not your adversary, even when the marketplace is unhappy.
These are hard limits in the brief your agent runs on — not a tone setting you can turn off by accident.
The questions your callers actually open with
- “I'm calling from StubHub about an order — the buyer hasn't received their tickets.”
- “The event is tonight and the buyer was sent the wrong seats.”
- “Can you re-transfer the tickets on order 88231?”
- “Can I speak to someone about an order?”
Nothing to connect but the phone
There is no diary here and nothing to sync. Brokers sell through the marketplaces' own seller portals and work orders from a shared inbox, and Harkbell logs in to neither — it never looks an order up. What it needs is a phone number the marketplaces can ring, the number a live call is put through to, the hours somebody is there to take one, and the address callers should email.
Questions owners in your industry ask
Can it look an order up?
No. It cannot see your orders or your marketplace accounts, and it says so rather than guessing. It takes the order number, reads it back to the caller, and passes it on. What the order contains, and what happens to it, are your team's to say.
When does it put a call through to a person?
When the event is in the next 48 hours, or the problem cannot wait — wrong tickets, a barcode that will not scan, an event tonight. Everything else — tickets past their in-hand date with the event further off, re-transfer requests, general questions — it asks the caller to email your team, at the address you set, with the order number in the subject.
What if nobody is there to take it?
Calls are only put through during the hours you set for your team. Outside them, or if nobody picks up, it takes every detail, asks the caller to email the order to your team, and raises an urgent callback in your dashboard with the caller's number on it.
What about a buyer who calls you directly?
It treats them the same way: the same details, the same routing, the same limits. It will not discuss buying or selling tickets — a caller who wants to do either is asked to email your team.
Put a voice on your website this afternoon.
Start free, tell it where each kind of call should go, and hear it answer on your own site before you decide anything.
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