Everyday updates.
Less everyday chasing.
Luke F.
Northwind Dental
- 00:00
A ticket for Jordan M.
ConnectWise captures a P1 assignment for Jordan M. at Northwind Dental at 10:14:02, starting the notification flow.
- 00:09
A text for Jordan M.
SMS reaches Jordan M. (+1 615-555-0142) at 10:14:02, with receipt confirmed and the message read in 14s.
- 00:18
Ticket context in Teams
Jordan M. receives a Teams direct message with an adaptive card, ticket link, accept button and attached context.
- 00:36
+2 stepsA record on the ticket
Automation Bots connect to your PSA (professional services automation) to handle updates for your team and clients as work changes. Bring AI automation to your MSP across every channel your clients use, including SMS, Teams, Slack, email and voice.
INSIDE AUTOMATION BOTS
Your everyday events.
Your team's preferred channels.
Automation Bots bring assignments, status changes and schedule updates from your PSA to the channels your team and clients already use.
Updates throughout each ticket
When a ticket is created, assigned, changed, resolved or reopened, Automation Bots send the update to the people who need it.
- New tickets and assigned technicians
- Status changes throughout each ticket
- Resolved tickets and reopened requests
Changes to your schedule
When you add, remove or change a technician's schedule, affected team members and clients receive updates on their usual channels.
- New appointments on technician schedules
- Removed appointments and changed schedules
- Updates for affected team members
Reminders around scheduled work
Send reminders before scheduled work and escalate overdue tickets without a status change before your service level agreement deadline passes.
- Reminders before scheduled work begins
- Overdue tickets without status changes
- Escalations before agreed service deadlines
Updates across your channels
Send the same event through SMS, Teams, Slack, email and voice together, reaching your technicians and clients where they respond.
- Simultaneous updates across multiple channels
- Channel choices for each recipient
- Notifications for technicians and clients
Rules around your work
Choose your conditions and recipients by board, priority, client, technician, custom fields or time of day, without writing code.
- Board, priority and client filters
- Technician and custom field conditions
- Rules for time of day
A record of delivery
Each notification has a delivery record, and failed deliveries automatically move to your fallback channel so your team can follow up.
- Delivery records for every notification
- Automatic fallback for failed deliveries
- Notification history for your team
HOW IT WORKS
From ticket to notification.
From notification to record.
Six steps take an event from your PSA through matching, delivery and logging, with sub-three-second end-to-end handling.
Your event comes in
Automation Bots pick up assignments, status changes, schedule shifts and overdue triggers as they happen in your PSA.
Your rules match
Your rules determine which events send notifications, who receives them, which channels they use and when each message goes out.
Your recipients are found
Automation Bots find the technicians, clients and managers in your PSA records, so you don't maintain a separate contact list.
Your channels are chosen
Notifications go through SMS, Teams, Slack, email or voice, with the option to use every channel at once.
Your update goes out
Each branded message brings the ticket number, status, links to your PSA and custom fields into the recipient's chosen channel.
Your delivery is recorded
Each send is logged against the source ticket, and failed deliveries move automatically to the fallback channel you've chosen.
YOUR OPTIONS HERE
Channels your clients use.
Updates they can act on.
Automation Bots send updates to each person's preferred channel and move to a fallback automatically when a delivery fails.
Updates in Microsoft Teams
Bring ticket context and an accept button into Microsoft Teams direct messages, with channel posts to keep your wider team informed.
- Direct messages with adaptive cards
- Ticket context and accept buttons
- Channel posts for your team
Updates through SMS / MMS
Send instant text updates, bring two-way replies back into the ticket and use MMS when the conversation needs screenshots.
- Instant text updates for recipients
- Two-way replies within the ticket
- Screenshot sharing through picture messages
Ticket updates in Slack
Send a Slack direct message or channel post with rich formatting, a ticket link, status badge and action buttons.
- Direct messages and channel posts
- Ticket links and status badges
- Action buttons within each message
Email with your branding
Use templates branded for each client for non-urgent updates, with reply handling and delivery tuning built into the email channel.
- Branded templates for each client
- Reply handling for email updates
- Delivery tuning for routine updates
AI voice escalation
When other channels fail or nobody accepts, AI places a voice call with the ticket details and a prompt to accept.
- Voice calls after unsuccessful notifications
- Ticket details within the call
- Acceptance prompts for the recipient
Your existing PSA. Connected to your channels.
WHAT YOU LEAVE WITH
Less chasing for updates.
More time for service.
- 74%
- Fewer missed PSA events
- From buried-email to read-and-acknowledged on the channel each tech actually uses.
- 4.6×
- Faster first response
- SMS + Teams beats email by 4 to 8 minutes per assignment.
- 68%
- Fewer missed service level agreement deadlines
- Pre-breach escalation reaches a human on the right channel before the timer hits zero.
- 100%
- Recorded notification delivery
- Every send logged, failures auto-escalated to the fallback channel, audit row attached.
LET'S TALK AUTOMATION
Your team's everyday updates.
Ready to put to work.
Book a demo, and we'll show how one representative PSA event type can notify sample channels. Together, we'll trace the notification flow so you can see how it works.
Walkthrough
Demo in a sample environment
Your quote
Tell us about your MSP.