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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Your clients' channels.
Your team's notifications.

A bell sending message cards toward a phone, email and chat bubble

MSP Process handles outbound notifications across Teams, SMS text messages, Email, and AI Voice, so your team can keep clients informed automatically.

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Channels for your notifications
4
Messages delivered
98%
Average time to send
<30s

WHY IT HELPS

Beyond the inbox.
Closer to your clients.

An urgent priority one (P1) ticket at 11pm needs a clear route to the person on call. Connect the channels your team uses, with delivery records and automatic routing when a message needs another way through.

  • When email needs help

    An email left unread until 7am, a client update in a promotions folder, or "I never got that email" leaves your team handling follow-up manually.

    • Urgent alerts awaiting a response
    • Client updates in overlooked folders
    • Manual calls and text messages
    Email-only

  • Another route to respond

    In the example, the technician accepts the P1 in 90 seconds after notifications through Teams, SMS, and AI Voice reach the person on call.

    • Automatic fallback across connected channels
    • Client updates with read confirmation
    • Recorded sends, receipts and reads
    With MSP Process

WHAT'S BUILT IN

Your message, ready.
Your channels, connected.

Bring Teams, SMS, Email, and AI Voice together so your team can send notifications and see delivery confirmation from one platform.

  • Messages in Microsoft Teams

    Send your technicians direct messages in Microsoft Teams, with ticket details and action buttons in adaptive cards, plus channel posts for the wider team.

    • Direct messages for your technicians
    • Ticket context and action buttons
    • Channel posts for team awareness

  • Texts with ticket replies

    Send SMS notifications and bring replies back into the ticket, with multimedia messaging service (MMS) support for screenshots and photos.

    • Text notifications for your clients
    • Two-way replies in the ticket
    • Screenshots and photos through MMS

  • Email for each client

    Use branded email templates for each client, with reply parsing and delivery settings for routine updates and confirmations.

    • Branded templates for each client
    • Reply parsing for incoming email
    • Delivery settings for routine updates

  • Calls when messages wait

    When other channels receive no response, AI Voice calls your technician on call with ticket details and a way to acknowledge the alert.

    • Voice calls after unanswered messages
    • Ticket details for your technician
    • Alert acknowledgment during the call

PUT TO WORK

Your everyday events.
Their next steps.

Connect your PSA (professional services automation), remote monitoring and management (RMM) tools, on-call calendar and security tools. Use the events your team already tracks to send notifications to the right people on their channels.

  • Updates throughout the ticket

    Notify the right people when tickets change, from creation and assignment to resolution, reopening and service level agreement warnings or breaches.

    • Ticket creation and assignment updates
    • Ticket resolution and reopening notices
    • Service level warnings and breaches

  • Alerts from your monitoring

    Bring alerts from Datto, NinjaOne, ConnectWise Automate, and Kaseya together, remove duplicates, then route notifications to the people who need them.

    • Alerts from your monitoring tools
    • Duplicate removal before notification delivery
    • Event routing for your team

  • A clearer shift handoff

    Send automatic notifications when on-call shifts change, so your technicians know when it is their turn to handle incoming requests.

    • Automatic notices for shift changes
    • On-call updates for your technicians
    • Clear reminders of current responsibility

  • Summaries on your schedule

    Set up daily, weekly or monthly summaries with the content your team needs, delivered to the right people on their channels.

    • Daily, weekly or monthly delivery
    • Customizable content for your summaries
    • Recipient and channel delivery choices

  • Requests with identity checks

    We deliver multifactor authentication challenges, identity codes and technician requests securely, so verification supports the work your team handles.

    • Multifactor authentication challenges for recipients
    • Identity codes for client requests
    • Identity check requests for technicians

  • Events from your systems

    Connect a webhook, an application programming interface or a bot event to send a notification through MSP Process.

    • Webhook events from connected systems
    • Application programming interface event triggers
    • Bot events with notification delivery

A ticket comes in.
The updates follow through.

SEE IT WORK

Live
  1. 2.1sAn email server goes downRead

    A P1 alert reports that the email server at Northwind Dental is down, starting the notification sequence for your team.

  2. 1.3sA technician takes the ticketDelivered

    Ticket #4821 is assigned to a technician, with an estimated arrival time of 20 min included in the update.

  3. 12sAn unanswered message moves onAccepted

    When the Teams message receives no response in 5 min, the notification moves to the next channel in the sequence.

  4. 4.2sResolution reaches your clientOpened

    Once the ticket is resolved, your client receives a summary and a customer satisfaction survey to share their experience.

LET'S TALK AUTOMATION

Keep your clients informed.
Keep your team moving.

We'll show you how outbound notifications handle updates across Teams, SMS, Email, and AI Voice as a ticket moves through your desk. Bring the notification process your team handles by hand, and we'll talk through the channels, routing and delivery records together.

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  2. Product walkthrough

  3. Your quote

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