Context

If you are looking to have additional interactable tabs within the Teams Client Portal App within your users' environments.

Examples of this include:

• Having a tab that embeds Knowledge Base resources within the Teams App.
• Embedding web-accessible Security and Awareness training, Client training resources, etc.

Prerequisites

• Teams Client Portal App package has been generated, and Client Portal setup steps have been completed.

Setup Steps

1. Open into the application package that was generated from MSP Process in the Teams Bot Configuration.
2. Open into manifest.json and Copy the following section to paste as seen below
3. Change the relevant contentURL to the URL you wish the tab to direct towards, and the entityID and name, which must be the same, to be the name of the tab. Ex:
   {
         "contentUrl": "https://google.com",
         "entityId": "Browser",
         "name": "Browser",
         "scopes": [
           "personal"
         ]
       },
4. Update the version at the top of the manifest*
   *Only required if the app package has already been deployed to the respective tenant before
5. Rezip the three files within the appPackage folder and upload via Teams Admin Center either as a new version of the existing app or, in case application has not been deployed for the tenant yet, deploy as a new Teams app.

Context:

Rewst Workflows are a powerful tool that - by simply filling them out - can invoke automation activities in Rewst. By embedding those Rewst Workflows into the MSP Process client portal, it's easy for your customers to not just submit a ticket with you, but also invoke the appropriate Rewst activity to automatically address what they need you to do.

Prerequisites:

• You must have an active Rewst tenant
• You must be on the Pro plan in MSP Process
• Your end-users must be added into Rewst, as all Rewst Workflows require authentication
• The Rewst Workflow must be configured to create a ticket in your PSA; the MSP Process client portal will not create a ticket when an end-user fills out a Rewst Workflow.

Grabbing the Dynamic URL from Rewst

1. Login to your Rewst tenant (https://app.rewst.io)
2. Navigate to the Automations -> Workflows page
3. Edit the Workflow you want to embed in the MSP Process Client Portal
4. At the top of the Rewst UI, click the gear icon to edit the Trigger settings for the Workflow:
   • 
5. In the Trigger Configuration section, click the <> button:
   • 
6. Paste the data that you copied into a text editor of your choice. You'll want to only keep the URL, and remove anything else. Here's an example:

Configuring MSP Process to Display a Rewst Workflow in your Client Portal

1. Login to the MSP Process UI (https://app.mspprocess.com) as an Admin-level user
2. Navigate to the AI Service Desk -> Client Portal -> Ticket Templates page
3. Click the Create New button
4. Fill out the Ticket Template as shown below; you'll want to choose Rewst Form as the Question Type:
   • 
5. Click Submit to save the Ticket Template

What Do Your End-users See?

When your end users login to the MSP Process Client Portal - either the website version or the MS Teams version - they will be able to interact with the Rewst Workflow by clicking on the Create a ticket button:

Your end-users will then be presented with the list of Ticket Templates that you've created; they just need to click on the Rewst entry to open it up:

When they click on the Rewst one, they'll be shown the Rewst Workflow as an overlay on top of the MSP Process Client Portal:

Your end-users need only to click the Submit button at the bottom of the Rewst Workflow, and voila! They will have successfully submitted the Workflow, and Rewst will invoke the automation routines associated with it.

Common Questions:

Does my end-user need to login to Rewst in order to fill in the form?

Yes - all of Rewst's workflows require authentication.

How does MSP Process know which version of a Rewst Workflow to show to an end-user?

The URL you've provided to MSP Process is a "dynamic" URL - it'll display the appropriate version of the Workflow to your end-user, based on their identity when they login to Rewst.

Introduction

AI ChatAssist is an AI-based chat tool that your end-users can interface with through our Client Portal and Microsoft Teams bot. Friendly, knowledgeable and eager to help, AI ChatAssist responds instantly to your end-users, and helps them to resolve the issue that they are experiencing. AI ChatAssist also creates a ticket will all the necessary information in your PSA - ensuring that your technicians have a detailed view of the problem and what steps were taken to resolve it.

Enabling AI ChatAssist

1. Login to the MSP Process UI (https://app.mspprocess.com) with an Admin-level account
2. Navigate to the Client Portal -> Configurations page
3. Edit your Client Portal configuration
4. Click on the Chats tab
5. Put a checkmark beside the Use AI ChatAssist for Support Chats option
   • 
6. Name your AI ChatAssist agent - this is the name your end-users will see when they are chatting with the agent
7. Click Submit

Interfacing with AI ChatAssist as an End-User

When AI ChatAssist has been enabled for a Client Portal, your end-users will be able to interact with it by clicking the Chat With Support button from either the Client Portal or our Microsoft Teams bot:

Client Portal:

Microsoft Teams Bot:

By clicking the Chat With Support button, your end users will be presented with a user-friendly interface for describing their issue:

End-users can either type in the problem that they are experiencing, or they can choose from one of the convenient, one-click options.

Once your end-user clicks the Send button, a ticket is automatically created, and AI ChatAssist will start working with your end-user to resolve the problem:

Introduction

The MSP Process Client Portal makes it easy for your customers to know how best to reach out to you - all they need to do is click on the ? icon in the top of the menu structure, and they'll be shown your contact information:

The pop-up that appears looks like this:

You can specify the information that is shown in that pop-up menu from the Client Portal -> Configurations tab; just edit your Client Portal configuration, and go to the Contact Info tab:

Introduction:

There are 4 roles you can assign to a Client Portal user: User, Accounting User, Manager and Admin. This KB article outlines the differences between those roles, and how you can change the role of a Client Portal User.

Role Details:

Assigning a Role to a Client Portal User:

1. Navigate to Client Portal -> Portal Users
2. Select your Client Portal configuration from the drop-down menu
3. In the Actions column, click the pencil icon to edit the Portal User
4. In the Role drop-down menu, choose the Role you want to assign to the user
5. Click the Update button

Introduction

The Client Portal feature within the MSP Process platform is feature-rich and intuitive to use, but did you also know that it's available as a mobile app? We've built two different apps for the Client Portal - one for your Technicians, and another for your End-Users. Let's take a look!

Technician App

The Technician app is available for both iOS and Android, from the following URLs:

iOS: https://apps.apple.com/us/app/msp-process/id6447599630 

Android: https://play.google.com/store/apps/details?id=vn.starlingtech.likemagic 

The app allows your Technicians to chat with end-users, view their tickets, add ticket notes, and more!

End-User App

The End-User app allows your customers to create and update tickets, chat with your Technicians, request a Technician Verification, and get notifications. The app is branded with your MSP's logo and colors, enhancing the visibility of your brand to your customers.

iOS: https://apps.apple.com/us/app/msp-client-portal/id6469681233 

Android: https://play.google.com/store/apps/details?id=com.app.mspclient 

To Enable Notifications for Client Portal chat there are two components to it. The first is to enable notifications on your MSP Process account. You can do this by going to the profile icon in the top right next to your name as shown below: 

Turn on and set your email or SMS notification preferences: 

Then go to AI Service Desk -> Client Portal -> Configurations and edit your configuration as shown below: 

Enable Notifications and set it to 1 min for the fastest notification. Then click one or more users who will get notified on inbound client portal chat requests. 

Click Submit. If you select more than 1 user the system will round robin notifications. 

Now that you have created a Client Portal using the "Client Portal Creation" KB article, it is time to invite your clients to use the CIient Portal. This can be done singularly or in bulk. Both will be described in this article.

To access the list of your clients who may be invited to the Client Portal: choose Ticketing -> PSA Contacts.

Singular Client Invite

First, find the user that you would like to invite. You can narrow down the options by putting search terms in the appropriate search box of the appropriate column. Next, click on the "monitor" icon on the appropriate user that you wish to send an invitation to.

Finally, when the dialog box appears, choose the appropriate Client Portal. If you set a password, this will be the password that the user uses in combination with their email address. If you leave the Password box blank, the user will be requested to update/create their password on the first login. 

The email will be sent out using the default Client Portal Invite template. If you wish to change this template, please review KB article "Customize Client Portal Invite Email".

Bulk Client Invite

First, choose the clients that you would like to invite to the Client Portal. They can be filtered by Company or any of the other searchable criteria. Once they invitees have been selected, click on "Send Invites" on the far, top, right side.

Finally, choose the appropriate Client Portal and then "Submit"

The email will be sent out using the default Client Portal Invite template. If you wish to change this template, please review KB article "Customize Client Portal Invite Email".

Click on AI Service Desk > Ticketing > Ticket Properties.  This will let you specify the properties of the tickets that will be created - for example, the Board or Queue of the ticket, it's Priority, Source and more. 

Some of the choices for some of the items may not appear as shown as they are configurable items in your PSA.

AI Service Desk > Client Portal > Ticket Templates. Once the Ticket Property is created, the next step is to create Ticket Templates to gather the relevant details from users submitting tickets. Ensure that there is a relevant ticket property for each ticket template that you wish to differentiate between.

AI Service Desk > Client Portal > Configurations. This will allow you to create as many Client Portals as you would with unique companies and users.

This configuration page allows the creation and customization of a client portal. Hit Submit when complete. You may edit the resulting configuration to make changes.

Click on Client  -> Invite Email Template

Then click the checkbox as shown below to customize the default email template. Be careful not to remove links that are in use. You can also use the + to the left of the email body to add in any links needed.