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Automation Bots · PSA Notification Engine

Know before the client calls. Act before the SLA slips.

Automation Bots layer on top of your PSA to keep techs, managers, and clients in the loop on every event that matters — assignments, status changes, schedule shifts, past-due tickets — across SMS, Teams, Slack, email, and voice. The right person hears about it the moment it happens.

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1000+
MSPs running it
5+
Channels per event
100%
Event coverage
< 3s
Fan-out latency
EVENT · LIVE
10:14:02
🎫
Ticket #48221 · P1 assigned to Jordan M.
Acme Corp · ConnectWise · 10:14:02
DELIVERED ✓
⚡
EventPSA event captured · P1 assigned to Jordan M.
ConnectWise · Acme Corp · 10:14:02
Event
📱
SMSSMS dispatched to Jordan M. (+1 615-555-0142)
10:14:02 · received · read in 14s
SMS
💬
TeamsTeams DM with adaptive card to Jordan M.
Ticket link · accept button · context attached
Teams
📲
ClientSMS + email to Sarah K. @ Acme Corp
Branded email · ticket portal link · delivered
Client
📋
AuditAll four sends logged to PSA · delivery confirmed
2.1s end-to-end · 0 silent failures · audit row written
Logged
PSA-native 5 channels Delivery-logged

Every PSA event that matters. On the channel each person actually uses.

Your PSA tracks status, schedules, and assignments — but its built-in notifications are limited to email and almost always get buried. Automation Bots fan every event out to the right people on the channels they actually open.

Ticket lifecycle events

Created, assigned, status-changed, resolved, reopened — fan out the right notification to the right person the moment the field flips.

Status

Tech schedule changes

Any add, removal, or modification to a tech schedule fans out to affected techs and clients on the channels they actually check.

Schedule

Pre-event & past-due triggers

Fire notifications before a scheduled event, or when a ticket goes past-due without status change. Escalate before the SLA breaches — not after.

SLA-saving

Multichannel fan-out

Any event can dispatch to multiple channels simultaneously. SMS + Teams + email + Slack + voice — meet techs and clients where they live.

Multi-target

Custom rule engine

Define your own conditions and recipients. Filter by board, priority, client, tech, custom fields, time-of-day — without writing a line of code.

No-code

Delivery-confirmed audit

Every send logged. Failed deliveries automatically escalate to the fallback channel. Nothing fans out into a black hole.

Audit-ready

PSA event → matched → fanned out → delivered → logged.

Six steps, sub-three-second end-to-end. The right person hears about it the moment it happens.

  1. Event captured

    Assignment, status change, schedule shift, past-due trigger — Automation Bots see it instantly.

  2. Rule matched

    You define which events trigger notifications, who gets them, on what channel, and whether they fire before, during, or after.

  3. Recipients resolved

    Right techs, right clients, right managers — pulled directly from your PSA records, not a separate contact list.

  4. Channels chosen

    SMS, Teams, Slack, email, voice — or all of them at once. Meet people where they actually respond.

  5. Delivered

    Templated, branded, and context-rich. Ticket number, status, links back to the PSA, and any custom fields included.

  6. Confirmed & logged

    Every send logged. Failed deliveries escalate to the fallback channel automatically. Audit row attached to the source ticket.

Reach techs and clients where they actually open notifications.

Email-only is not a notification strategy. Automation Bots fan every event to the channel each recipient prefers — and falls back automatically if one of them silently fails.

Microsoft Teams

DM with adaptive card. Ticket context + accept button. Channel posts for team-wide awareness.

SMS / MMS

Instant text delivery. Two-way replies parsed back into the ticket. MMS for screenshots.

Slack

DM or channel post with rich formatting. Ticket link, status badge, action buttons.

AI voice escalation

When everything else fails or no accept comes back, AI places a voice call with ticket details and accept prompt.

Plugs into the PSA you already run.

Bidirectional sync. Every notification linked back to the source ticket. Every delivery logged to the PSA activity stream.

Real outcomes in the first 90 days.

74%
Reduction in missed PSA events

From buried-email to read-and-acknowledged on the channel each tech actually uses.

4.6×
Faster first-touch

SMS + Teams beats email by 4 – 8 minutes per assignment.

68%
Fewer SLA breaches

Pre-breach escalation reaches a human on the right channel before the timer hits zero.

100%
Delivery audited

Every send logged · failures auto-escalated to the fallback channel · audit row attached.

Stop missing PSA events.
Stop burying them in email.

Book a 30-minute demo. We'll wire one of your live PSA event types into Automation Bots and watch the fan-out happen on your channels in real time.

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