AI Voice Agent
24/7 AI tech answers every call, verifies the caller, opens the CW ticket, and writes the time entry — before a human picks up.
Voice
The deepest ConnectWise integration
in the channel.
MSP Process bolts 14 service-desk capabilities directly into ConnectWise PSA — voice, identity, communications, scheduling, automation, and secure data — with bi-directional sync, agreement-aware routing, and a verified caller attached to every ticket. One platform replacing 6–8 standalone vendors, native to ConnectWise.
- 14
- Capabilities inside CW
- Bi-dir
- Real-time sync
- <1.2s
- End-to-end verify
- Native
- In-app panel
The gap. And how we close it.
ConnectWise is the most powerful 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 CW ticket.
ConnectWise alone
Powerful PSA. Unverified front door.
- 01Email or portal request opens a ticket — no caller identity captured.
- 02Tech 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 tech acted. It does not show who actually called or how they were verified.
ConnectWise + 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 category, priority, agreement SLA.
- 03CW ticket auto-created with verified caller, transcript, AI notes, and the right service board.
- 04Audit row written to the ticket: who, how, when, on what device, with a billable time entry.
14 MSP Process capabilities, native to ConnectWise.
Every product writes back to the CW 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 ConnectWise.
IdentityReverse Tech Verification
Patent-pending. Clients verify your tech in one tap before granting remote access — logged to the originating CW ticket.
Identity
Teams Chat Ticketing
Branded MSP app inside Microsoft Teams. Every chat becomes a CW ticket with verified identity. KB and invoices in-line.
ChannelsTwo-Way SMS & MMS
Send and receive SMS / MMS directly inside the CW 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 CW ticket with full verification chain.
ChannelsClient Portal & Mobile App
Branded MSP portal & mobile app per client. Tickets, KB, invoices, two-way verification — all CW-synced.
ChannelsTriageAssist
AI categorization on every inbound CW ticket. Category, priority, agreement SLA, and suggested resolver applied automatically.
AutomationScheduleAssist
Verified self-service scheduling. EUV runs before the slot is confirmed; appointment writes back to CW as a scheduled ticket.
AutomationOn-Call Scheduling & Escalation
Rotation-aware paging from CW. 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 CW ticket.
SecuritySMS Broadcast
Pick any CW company 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 CW ticket events. Verified delivery + audit.
CommsHow the integration works.
Five steps from connect to verified. Most ConnectWise MSPs are live and writing verified records back the same day.
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API Connect
OAuth into ConnectWise — MSP Process scoped to tickets, companies, contacts, agreements, time entries, and configurations.
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Webhook Subscribe
Native CW callback URLs registered for every event type. Sub-second propagation in both directions.
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Panel Install
MSP Process renders as a native pod inside Manage. Techs see verified identity, AI summary, transcript, and recordings without leaving CW.
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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 time entry all written back to the CW ticket as structured fields — audit-ready.
Deep PSA integration. Every object. Both directions.
MSP Process speaks fluent ConnectWise — not just tickets. Eight first-class objects sync bi-directionally so every workflow respects your existing PSA structure.
Service Tickets
Create, update, close, and resolve. Service boards, status, type, sub-type, and source preserved end-to-end.
TicketsCompanies, Contacts, Sites
Lockstep sync of the CW company tree. Per-site routing rules and per-contact verification preferences supported natively.
RecordsAgreements & SLAs
Agreement-aware routing. TriageAssist respects covered services, contract priority, and response/resolution SLAs.
AgreementsTime Entries
Voice-captured and AI-extracted time entries write back as billable on the right work type and agreement.
TimeMembers & Teams
CW member roles and team membership drive routing and on-call rotations. SSO supported via Entra / Okta.
MembersConfigurations
Managed configurations linked to tickets at creation. Asset context pre-joined for faster diagnosis.
AssetsWebhooks & Events
Native CW callback events drive MSP Process actions in real time. Sub-second propagation across every workflow.
WebhooksAudit & Reporting
Identity chain, verification method, transcript, and full action log attached to every CW ticket. Auditor-ready out of the box.
AuditYour ConnectWise investment. 14× extended.
Connect the API in minutes. Every helpdesk request flows through verified identity — without ever leaving ConnectWise. Replace the long tail of bolt-on vendors with one platform that speaks fluent CW.