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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Your healthcare clients.
Their everyday requests.

A clinic reception with a stethoscope and a phone showing a verified check

Put AI automation to work for your MSP, helping your team answer, resolve and handle requests on every channel your healthcare clients use.

Book a demoExplore AI Voice
Healthcare breaches reported in 2023
725
Protected health information records exposed in 2023
133M
Privileged actions with identity checks
100%

START WITH EVERYDAY WORK

Familiar requests.
More work handled.

Bring us the everyday requests your healthcare clients make, from account unlocks before clinic to records requests and partner access.

  • "This is Dr. Allen, I'm locked out before clinic."

    Start with a clinician locked out before clinic, then walk through how your team handles the request and account access.

    • Account access before morning clinic
    • Password resets for clinical staff
    • Electronic health record access requests
    Helpdesk Vishing

  • Requests for patient records

    Bring requests for medical records, prescription histories and insurance documents into the conversation about what your team can put to work.

    • Copies of patient medical records
    • Requests for patient prescription histories
    • Copies of patient insurance documents
    PHI Theft

  • Access to clinical systems

    Use your 2026 planning to discuss access concerns raised by Change Healthcare, Ascension and CommonSpirit, alongside Scattered Spider, ALPHV/BlackCat and Qilin.

    • Access requests for clinical systems
    • Password resets and account unlocks
    • Remote sessions for clinical support
    Ransomware Entry

  • Access for your partners

    Show us how your team handles partner access, including the systems involved and the evidence your healthcare clients need to keep.

    • Partner requests for system access
    • Access requirements in client contracts
    • Supporting records for client reviews
    Business Associate Risk

An AI Voice Agent built for a clinical helpdesk.

Every inbound call, provider, nurse, biller, BA, lands on the AI voice agent first. Caller is identified against your IdP, verified through MFA on a registered device, and only then handed off to a human tech, with the audit row already attached to the ticket.

Patent-pending voice verification, integrated with the MFA your hospital already runs.

Every inbound call, provider, nurse, biller, BA, lands on the AI voice agent first. Caller is identified against your IdP, verified through MFA on a registered device, and only then handed off to a human tech, with the audit row already attached to the ticket.

The agent speaks in your brand, captures intent (password reset, EHR account unlock, remote session approval), looks the caller up in Entra ID or your provider directory, and pushes an Authenticator, Duo, or SMS challenge. No verification = no privileged action. Compliant by construction.

  • Caller matched to your provider directory, not phone caller ID
  • MFA push (Authenticator, Duo) to enrolled clinician device
  • Refuses password resets, EHR unlocks, and remote sessions until verified
  • Caller transcript + identity chain written to the PSA ticket
  • Vishing, deepfake, and voice-clone resistant by design

SEE IT AT WORK

One request. Through to handoff.

Live
  1. 01A clinician calls inCaptured

    1 "Dr. Allen, locked out before rounds at 7."

  2. 02The directory lookupIdentified

    The provider directory returns a match and an enrolled device.

  3. 03A prompt for approvalVerified

    The clinician approves the Authenticator push on their enrolled device.

  4. 04A ticket and transferHanded off

    ServiceNow INC0142 receives the caller details in your PSA (professional services automation) before the call transfers.

MEET CLIENTS WHEREVER

Every client channel.
Connected to your team.

Bring phone, messaging, email and portal requests into the work your MSP handles for providers, nurses, billing teams and partners.

  • Phone with AI Voice

    Put AI Voice to work answering inbound helpdesk calls, with password resets, account unlocks and remote sessions among the requests.

    • Inbound calls to your helpdesk
    • Password resets and account unlocks
    • Requests for remote support sessions

  • Support through Microsoft Teams

    Meet your clients in the Microsoft Teams thread where they ask for help, with the request kept in that conversation.

    • Client requests in Teams threads
    • Provider conversations with your team
    • Support within the existing conversation

  • Text messages and WhatsApp

    Bring clinician requests from text messages and WhatsApp into your support process, including requests for access to their clinical systems.

    • Text requests from clinical staff
    • WhatsApp conversations with your clients
    • Access requests for clinical systems

  • Email and Branded Portal

    Bring email and Branded Portal requests into your team's process for password resets, records release and changes to partner access.

    • Password reset requests by email
    • Requests for patient records release
    • Changes to partner access permissions

WHAT SUPPORTS THE WORK

Your clients' requirements.
Your supporting records.

We bring End-User Verification to the workflow before privileged actions, with caller identity, method, timestamp and device recorded for your team. Your plan includes a Business Associate Agreement, and you can export records for your clients' reviews.

  • Records for access reviews

    Bring recorded access activity to reviews under the Health Insurance Portability and Accountability Act (HIPAA), including discussion of 45 CFR 164.308.

    • Records of caller identity details
    • Timestamps for privileged access actions
    • Device details alongside each record

  • Records for disclosure reviews

    Use the recorded identity and action details when your team reviews requests involving protected health information under the HIPAA Privacy Rule.

    • Caller details for disclosure reviews
    • Recorded methods and action timestamps
    • Supporting records for information requests

  • Records for incident reviews

    Bring audit records to incident reviews under the Health Information Technology for Economic and Clinical Health (HITECH) Act.

    • Recorded activity for incident reviews
    • Action timestamps and caller details
    • Exportable records for notification reviews

  • Records for control reviews

    Use logged access activity in your team's System and Organization Controls (SOC) 2 Type II reviews of access controls and monitoring.

    • Activity records for access reviews
    • Caller details and device records
    • Exportable evidence for control reviews

  • Evidence for review requests

    Export records for requests from the Department of Health and Human Services Office for Civil Rights (HHS OCR).

    • Exportable records for review requests
    • Caller identity and method details
    • Action timestamps and device details

  • Records for framework reviews

    Bring identity and access records to your team's Health Information Trust Alliance (HITRUST) e1 / r2 reviews alongside your clients' requirements.

    • Identity records for framework reviews
    • Access activity and method details
    • Supporting exports for client reviews

  • Guidance for implementation reviews

    Discuss your clients' requirements alongside National Institute of Standards and Technology (NIST) 800-66 Rev.2 guidance, using recorded activity as supporting evidence.

    • Client requirements for implementation reviews
    • Access records for supporting evidence
    • Recorded methods and device details

  • An agreement with every plan

    We include a Business Associate Agreement with every plan, so your team has the agreement available for client discussions.

    • Business Associate Agreement with plans
    • Included agreement for client discussions
    • Agreement availability across every plan

WHAT YOU CAN REVIEW

Know what's handled.
See the supporting detail.

0
Health information access without identity checks
Refused at the helpdesk before any record release
< 6s
Time to complete caller checks
From AI greeting to MFA push approval
100%
Records available for audit review
Identity chain on every reset, unlock, and session
−73%
Your helpdesk's handling time
AI handles intake & triage before the tech

LET'S TALK AUTOMATION

Your everyday requests.
Let's put automation to work.

Tell us about the work your team handles. In a sample environment, we'll show how AI Voice handles a representative call, how approval works and how the resulting record reaches a sample ticket. No patient or customer records are needed.

Book a demo See AI VoiceAssist

  1. Walkthrough

  2. Product walkthrough

  3. Your quote

Bring us the process you most want to stop doing by hand.

  • Torch Awards, Most Innovative 2025
  • AICPA SOC for Service Organizations