Website conversations.
Less work between them.
MSP Process Live Chat handles the steps around each website conversation, from asking questions to paging your team across five channels. Prospects and clients get help, with conversations recorded in your PSA (professional services automation) system, including enquiries that arrive after hours.
- Enquiries from your website
- Real-time
- Alerts for your available team
- 5-Channel
- Replies from your phone
- Mobile
READY TO PUT TO WORK
New prospects. Familiar clients.
Room for both.
Bring prospects and clients into the same website chat, with questions that help your team understand what each person needs. Visitors can book a demo or ask for help without having to pick up the phone.
A conversation worth booking
Engage visitors on your services and pricing pages, gather their details before paging your team, and offer demo booking through Calendly.
- Enquiry details before agent paging
- Demo booking within the conversation
- Lead records in HubSpot or Pipedrive
Help without a phone call
Recognise returning clients, gather the issue before paging your team, and log quick fixes or create a ticket when needed.
- Returning clients matched to your PSA
- Issue details before your team joins
- Logged fixes and ticket escalation
WHAT YOU GET
Ready for your visitors.
Around your team's day.
Put chat to work around your team's day, with alerts, mobile replies and conversation records handled as part of the process.
Invitations at the right moment
Choose when chat appears, from a second services page visit to a pause on pricing or a scroll past 70% of a case study.
- Chat invitations on selected pages
- Rules for repeat page visits
- Timing based on visitor activity
Alerts where your team works
Page your team across 5 channels through Teams, Slack, SMS, email or phone call until someone claims the conversation.
- Simultaneous alerts across your channels
- Conversation claims by available agents
- Shared visibility beyond "did anyone see that?"
Context before your team joins
Gather a visitor's name, company, urgency and previous attempts before your team joins, with less "let me ask a few things first."
- Visitor name and company details
- Issue urgency and previous attempts
- Conversation context before agent handoff
Website chat from your phone
Your technicians and owners can answer inbound chats in the MSP Process app, between client visits or after hours.
- Inbound chat on your phone
- Replies between your client visits
- Mobile access for your team
Enquiries ready for the morning
When your team is off shift, gather contact details, the issue and a preferred morning time, then queue the enquiry with automatic confirmation.
- Contact details and issue description
- Preferred time for morning follow-up
- Queued enquiries with automatic confirmation
Records in your existing systems
Connect conversations to tickets or leads in ConnectWise, Datto, HaloPSA, HubSpot or Pipedrive, with the transcript and original source attached.
- Conversation transcripts attached to records
- Original enquiry source kept intact
- Automatic ticket or lead creation
HOW IT WORKS
A client needs help.
Your team has context.
Follow a client support request through five steps, from the opening chat to a ticket with the conversation attached.
A client opens chat
Your client opens chat from an invitation or on their own, and their returning contact is matched to your PSA.
The details come first
The sequencer asks 2 to 4 routing questions, then automatically takes the sales or support path based on the answers.
Your team gets the request
Your team receives alerts through Teams, Slack, SMS, email and the mobile app, and the first person to claim takes the chat.
Your agent handles the issue
Your agent works through the request on desktop or mobile, with file transfers, Calendly booking and a transcript built within the conversation.
The conversation becomes a record
We sync the transcript and enquiry source to your connected systems, automatically opening a ticket or lead for the conversation.
WHAT TEAMS SEE
More room for conversations.
Less waiting for help.
- 3.2×
- More booked demos
- vs. "contact us" form alone in the same period.
- 38 sec
- Median first response
- Across multi-channel paging, vs. hours on email.
- 42%
- Fewer inbound calls
- Quick fixes resolved in chat instead of phone.
- 100%
- Conversations captured
- Every chat → ticket or lead. Source attribution preserved.
“We found MSP Process at a conference last year. From the very first demo to implementation the process was smooth. We use the tool daily, to validate users, to chat with clients who prefer text, and it's even replaced our email-encryption tool for sharing sensitive info.”
Jeff Wilder
President, Century Group
LET'S TALK AUTOMATION
Bring your website conversations.
We'll walk them through.
See how MSP Process Live Chat gathers details, pages your team and records the conversation.
Walkthrough
Product walkthrough
Your quote
Bring us the process you most want to stop doing by hand.