AI Receptionist for IT Companies & MSPs

Yes. When a client calls with a support issue, the AI collects the essential ticket information — caller name, company, affected system or service, description of the issue, when it started, how many users are affected, and any error messages or codes. It creates a ticket in your PSA or ticketing system (ConnectWise, Autotask, Freshdesk, Zendesk, or others) with the correct priority level, category, and client tag. The caller receives a ticket number and expected response time based on your SLA tiers. This eliminates the manual step of your team logging calls into the system after the fact.

The AI is configured with your SLA tiers — typically P1 (critical, business down), P2 (high, significant impact), P3 (medium, limited impact), and P4 (low, general request). Based on the caller's description and the number of affected users, the AI assigns the appropriate priority. For P1 incidents — complete system outages, security breaches, or data loss situations — the AI immediately escalates to your on-call engineer via SMS and phone transfer, logs the ticket, and starts the SLA clock. Your response time commitments are protected because the AI triages and escalates in under 60 seconds.

Absolutely. IT companies receive a mix of existing client support calls and prospective client enquiries. The AI identifies the call type within the first few seconds — support callers typically mention a company name, issue, or ticket number, while prospects ask about services and pricing. Support calls are routed through your ticket creation workflow, while sales enquiries capture the prospect's business details, current IT setup, pain points, and preferred contact method. Sales leads are pushed to your CRM pipeline with appropriate tags, ensuring your business development team never misses an opportunity.

Yes. The AI is trained on IT and MSP-specific terminology — it understands references to VPNs, Active Directory, Microsoft 365, Azure, AWS, firewalls, backups, RDP, DNS, DHCP, and common error codes. When a caller says "our Exchange server is down" or "users can't connect to the VPN", the AI captures this accurately and categorises the ticket correctly. It can also walk callers through basic troubleshooting steps like "have you tried restarting the device" or "can you check if other users are affected" to gather diagnostic information before creating the ticket.

After-hours calls are critical for MSPs — many SLAs require 24/7 response for high-priority issues. The AI handles after-hours calls with the same proficiency as during business hours. It triages the issue, creates a ticket, and follows your after-hours escalation matrix: P1 incidents go to your on-call engineer immediately, P2 issues trigger an alert for next-business-hour response, and P3/P4 requests are logged for the morning queue. This means your on-call team is only woken for genuine emergencies, while every other call is still captured and documented.

We integrate with the major PSA and ticketing platforms used by Australian MSPs and IT companies, including ConnectWise Manage, Datto Autotask, Freshdesk, Zendesk, ServiceNow, and Jira Service Management. Tickets are created with your custom fields, priority mappings, and client-company associations. For MSPs using ConnectWise or Autotask, the AI automatically associates the ticket with the correct company record based on the caller's phone number or company name, saving your dispatchers significant time.

Yes, and this is one of the AI's strongest use cases. MSPs manage support for dozens or hundreds of client businesses, each with different SLAs, contact lists, and authorised callers. The AI identifies the calling company (via caller ID, company name, or client code), applies the correct SLA tier, and routes the ticket to the appropriate team or engineer. It knows which clients have premium 24/7 support and which have business-hours-only coverage. For MSPs, this level of client-aware triage is impossible with a generic answering service.

Most IT companies and MSPs are operational within 24 to 48 hours. The setup involves configuring your client list, SLA tiers, escalation matrix, and ticketing integration. We provide IT-specific templates that cover the most common support scenarios out of the box — network issues, email problems, access requests, hardware failures, and security incidents. For MSPs with complex client configurations, setup may take up to one week to import client records and configure per-client rules. We handle the PSA integration setup as part of onboarding.