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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Your clients' channel.
Your team's workflow.

Luke F.

Northwind Dental

00:00
  1. 00:00

    Step 1 / 5, inbound access request

    Your client sends an access request on WhatsApp, and your team picks up the conversation inside the ticket.

WhatsApp connects 2.7 billion people across 180+ countries, giving your clients a familiar way to reach your team. MSP Process connects WhatsApp Business to your PSA, your professional services automation system, so your team handles messages inside the ticket.

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Active WhatsApp users
2.7B
Countries using WhatsApp
180+
Encryption on every message
E2E

START WITH YOUR CLIENTS

Familiar for your clients.
Connected for your team.

For your clients across Latin America, Europe, the Middle East, Africa, India and Asia Pacific, WhatsApp is often their everyday business messenger. Bring it into your service desk as part of daily support, beyond a "nice to have."

Without verified WhatsApp

Personal numbers and shadow tickets.

Unknown caller

Says: Luke F., Northwind Dental

  1. 01

    A client in São Paulo WhatsApps a tech directly on their…

    personal number.

  2. 02

    No ticket created. No SLA timer. No verified identity.

  3. 03

    Tech leaves the company.

    Their phone goes with them. So does the client relationship.

  4. 04

    When something breaks, no audit trail exists.

    Insurer asks. You can't answer.

With MSP Process

Verified business sender. Threaded to the PSA.

Unknown caller

Says: Luke F., Northwind Dental

  1. 01

    Client messages your verified business WhatsApp number

    branded as the MSP.

  2. 02

    Identity matched against client tenant.

    Authenticator or Duo push challenged when the action requires it.

    Microsoft Authenticator

  3. 03

    PSA ticket auto-created with full WhatsApp transcript.

    SLA timer starts.

  4. 04

    Tech replies from inside the PSA.

    Reply lands in WhatsApp. Audit log captured.

READY TO PUT TO WORK

Messages in familiar places.
Work in one place.

Connect WhatsApp Business to your ticketing system so your team can handle conversations, send updates and keep the full record together.

  • Your business on WhatsApp

    Your MSP's brand and business name appear on messages, giving your clients a business contact for support.

    • Your MSP's own business name
    • Your brand on client messages
    • A business number for support
    Brand on every reply

  • Access requests in context

    Your team can handle a client's privileged access request from the WhatsApp thread, keeping the conversation with the work.

    • Access requests from your clients
    • Request context inside the thread
    • Conversations alongside the support work
    Authenticator, Duo

  • Coverage across your clients' regions

    Reach clients in 180+ countries supported by WhatsApp Business, including Brazil, Mexico, India and Indonesia, with local numbers available by region.

    • Local phone numbers by region
    • Coverage across supported business markets
    • Familiar messaging for global offices
    Global by default

  • Encryption around your conversations

    WhatsApp keeps messages encrypted in transit, while an encrypted copy in your tenant gives your team a record to review.

    • End-to-end encryption for client messages
    • Encrypted records in your tenant
    • Conversation history for later review
    E2E preserved

  • Replies from your ticket

    Threads write to ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk and Freshservice, and your team's replies go back to clients on WhatsApp.

    • WhatsApp threads in your PSA
    • Ticket replies sent to WhatsApp
    • Conversation records across both systems
    Native PSA, ITSM

  • Templates for everyday updates

    Use approved WhatsApp Business templates for outages, maintenance and password reset confirmations, with broadcasts like those in SMS Broadcast.

    • Approved templates for outage notifications
    • Client updates about maintenance windows
    • Confirmations for completed password resets
    Outage, Maintenance, Auth

INSIDE YOUR TEAM'S DAY

Everyday client requests.
More ways to help.

Bring WhatsApp into these eight parts of your team's day, from a travelling client's request to follow-up after an urgent call.

  • Support while clients travel

    1. Your client's chief financial officer is in Singapore with unreliable data and no access to corporate email, but can reach you on WhatsApp.

    • A familiar channel while travelling
    • Support outside corporate email access
    • Client conversations across office locations

  • Support across client offices

    2. Your clients in São Paulo, Madrid or Cape Town can ask for support through the business messenger they already use.

    • Your clients' everyday business messenger
    • Support for offices across regions
    • WhatsApp conversations with your team

  • Updates during an outage

    3. Your team can reach clients across 180+ countries in 60 seconds through approved WhatsApp templates, with higher read rates than text messages or email.

    • Approved templates for outage updates
    • Broadcast messages across supported countries
    • Outage information in clients' WhatsApp

  • Photos with the ticket

    4. Your technician asks, "Send me a photo of the cable and the port LEDs." and the client's photos attach to the PSA ticket.

    • Client photos of the problem
    • Cable and port detail images
    • Photo attachments inside your ticket

  • Resets from the conversation

    5. Your client requests a password reset in WhatsApp, approves the push on their registered device, and the reset runs.

    • Password requests within the conversation
    • Client approval on registered devices
    • Password resets following client approval

  • Updates from the field

    6. Your onsite technician sends arrival photos and a status update through WhatsApp, updating the ticket without another app to install.

    • Arrival photos from onsite technicians
    • Field updates in the ticket
    • WhatsApp on your technician's phone

  • A number for work

    7. Move clients from your technicians' personal numbers in one week, with your business name on messages from day one.

    • A business number for clients
    • Your MSP's name on messages
    • Client support through business messaging

  • Follow-up through the weekend

    8. AI Voice + WhatsApp handle inbound priority one (P1) escalations by voice and follow-up status on WhatsApp without waking your on-call technician.

    • Inbound escalations through AI Voice
    • Follow-up status messages through WhatsApp
    • Weekend updates for your clients

HOW WE GET STARTED

Get your team connected.
Bring your clients across.

We've helped teams move clients from personal numbers to WhatsApp ticketing in a single week, with zero ticket loss. We'll help you get set up around your clients and your ticketing system, without a 90-day onboarding process.

  1. Set up your business number

    Day 1, we handle the Meta Business setup so your MSP's brand and green check appear on your WhatsApp number the same day.

  2. Connect your PSA and clients

    Day 2 to 3, connect ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk or Freshservice, bring in each tenant's contacts and test inbound messages in a sandbox.

  3. Start with a pilot client

    Day 4 to 5, start with one client and move two or three technicians from personal WhatsApp numbers while reviewing real ticket threads.

  4. Bring every client across

    Week 2, announce your new number through a branded WhatsApp template, with personal-number traffic dropping 60%+ in the first 30 days.

WHAT TEAMS SEE

Your team's daily work.
The results in view.

+24%
Tickets logged
Previously shadow-channel work now visible
98%
Message read rate
Vs ~22% on email
61%
Less traffic to personal numbers
Migrated to verified business sender
< 90s
Average first response time
Verified, identity-checked, in PSA

Every channel connected.
One queue for your team.

Bring WhatsApp, voice, Teams, text messages, email, portal and chat into the same queue so your team can handle requests together.

LET'S TALK AUTOMATION

Bring your clients' channel.
We'll help you connect.

Book a demo, and we'll walk through a WhatsApp request, your team's reply, PSA sync and the audit log in a representative tenant.

Book a demo Explore SMS Ticketing

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  3. Your quote

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