AI Voice Agent
24/7 AI tech answers every call, verifies the caller, opens the Halo ticket, and writes the action — before a human picks up.
Voice
The most flexible PSA,
verified end-to-end.
MSP Process bolts 14 service-desk capabilities directly into HaloPSA — voice, identity, communications, scheduling, automation, and secure data — with bi-directional ticket, contract, and asset sync, and a verified caller attached to every record. One platform replacing 6–8 standalone vendors, native to Halo.
- 14
- Capabilities inside Halo
- Bi-dir
- Real-time sync
- Workflow
- Aware routing
- OAuth 2
- Secure auth
The gap. And how we close it.
HaloPSA is the most flexible PSA in the channel — but every helpdesk request still arrives without a verified caller. MSP Process puts identity, intake, and automation in front of every Halo ticket.
HaloPSA alone
Flexible PSA. Unverified front door.
- 01Email or portal request opens a ticket — no caller identity captured.
- 02Agent runs the request on trust alone. After-hours calls go to voicemail.
- 03Password reset, remote session, or data transfer executed — no MFA challenge logged.
- 04Audit shows the agent who acted. It does not show who actually called or how they were verified.
HaloPSA + MSP Process
Verified intake, end-to-end automation.
- 01AI Voice answers or any of 8 channels intake. Caller identity captured at the door.
- 02MFA push fires (Authenticator / Duo / Photo ID). TriageAssist assigns ticket type, category, priority, and contract SLA.
- 03Halo ticket auto-created with verified caller, transcript, AI notes, and the right team / workflow.
- 04Audit row written to the ticket: who, how, when, on what device, with a billable action against the right contract.
14 MSP Process capabilities, native to HaloPSA.
Every product writes back to the Halo ticket of record. One platform, one audit trail, replacing the long tail of standalone vendors bolted onto your PSA today.
End User Verification
13 methods (Authenticator, Duo, SMS, Photo ID, secure links, biometric) embedded across every channel that hits HaloPSA.
IdentityReverse Tech Verification
Patent-pending. Clients verify your agent in one tap before granting remote access — logged to the originating Halo ticket.
Identity
Teams Chat Ticketing
Branded MSP app inside Microsoft Teams. Every chat becomes a Halo ticket with verified identity. KB and invoices in-line.
ChannelsTwo-Way SMS & MMS
Send and receive SMS / MMS directly inside the Halo ticket. Photos for diagnosis. No personal numbers. Every thread auto-attached.
ChannelsWhatsApp Messaging
Two-way WhatsApp ticketing with read receipts and media — threaded into the Halo ticket with full verification chain.
ChannelsClient Portal & Mobile App
Branded MSP portal & mobile app per client. Tickets, KB, invoices, two-way verification — all Halo-synced.
ChannelsTriageAssist
AI categorization on every inbound Halo ticket. Ticket type, category, priority, contract SLA, and suggested agent applied automatically.
AutomationScheduleAssist
Verified self-service scheduling. EUV runs before the slot is confirmed; appointment writes back to Halo as a scheduled appointment.
AutomationOn-Call Scheduling & Escalation
Rotation-aware paging from Halo. Severity-based routing, primary → secondary → manager if no ack in 5 minutes.
AutomationPassword Reset
PSA-native verified password resets. Credentials force-reset in Entra ID, AD, or your IdP — never spoken aloud, never emailed.
SecuritySecure Data Sharing
Brandable, single-use, time-boxed secure links for credentials and sensitive files — replaces PwPush, logged to the Halo ticket.
SecuritySMS Broadcast
Pick any Halo client group, send an outage / maintenance / all-clear blast in seconds. Stop the inbound ticket flood before it starts.
CommsOutbound Notifications
Multi-channel client updates (SMS, voice, Teams, email) triggered by Halo ticket events. Verified delivery + audit.
CommsHow the integration works.
Five steps from connect to verified. Most Halo MSPs are live and writing verified records back the same day.
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API Connect
Connect HaloPSA via OAuth 2 client credentials — MSP Process scoped to tickets, clients, contacts, contracts, and assets.
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Webhook Subscribe
Halo webhooks registered for every event type. Sub-second propagation in both directions.
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Workflow Mapping
Ticket types, categories, statuses, teams, and custom fields mapped to MSP Process workflows. Halo's flexible schema supported out of the box.
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Verify Inline
Every inbound channel triggers EUV automatically — Authenticator, Duo, SMS, or Teams push on the registered device.
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Sync Back
Verification chain, AI notes, transcript, recording, and actions all written back to the Halo ticket as structured fields — audit-ready.
Deep PSA integration. Every object. Both directions.
MSP Process speaks fluent HaloPSA — not just tickets. Eight first-class objects sync bi-directionally so every workflow respects your existing PSA structure.
Tickets & Ticket Types
Create, update, close, and resolve across any ticket type. Halo's flexible status workflows respected end-to-end.
TicketsClients, Sites, Users
Lockstep sync of the Halo client tree. Per-site routing rules and per-user verification preferences supported natively.
RecordsContracts & SLAs
Contract-aware routing. TriageAssist respects covered services, contract priority, and Halo's flexible SLA matrix.
ContractsActions & Time
Voice-captured and AI-extracted ticket actions write back as billable on the right contract and chargeable rate.
ActionsAgents & Teams
Halo agent roles and team membership drive routing and on-call rotations. SSO supported via Entra / Okta.
AgentsAssets & CIs
Asset lookup by serial, hostname, or end-user device. Halo CMDB context pre-joined to every ticket for faster diagnosis.
AssetsWebhooks & Events
Native Halo webhooks drive MSP Process actions in real time. Sub-second propagation across every workflow.
EventsAudit & Reporting
Identity chain, verification method, transcript, and full action log attached to every Halo ticket. Auditor-ready out of the box.
AuditYour HaloPSA investment. 14× extended.
Connect via OAuth in minutes. Every helpdesk request flows through verified identity — without ever leaving HaloPSA. Replace the long tail of bolt-on vendors with one platform that speaks fluent Halo.