Introduction:

There are situations where AI VoiceAssist may fail to create a ticket in your PSA:

• If the PSA API credentials provided to MSP Process are disabled or changed, and MSP Process isn't updated accordingly
• If there are changes to what fields are mandatory in your PSA in order to create a ticket, and MSP Process isn't updated accordingly
• If there is a networking outage that affects MSP Process's ability to communicate with your PSA

In those situations, it's important to receive a notification about the fact that the call occurred, and that there was a problem creating the ticket. This KB article will walk you through how to configure those notifications.

Getting Notified on Ticket Creation Errors

1. Login to the MSP Process UI (https://app.mspprocess.com)
2. Click on the Profile button in the top right-hand corner of the UI:
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3. To receive e-mails about ticket creation issues, enable the Notify by email option; to receive a text message too, enable the Notify by SMS option:
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4. Click Submit to save your changes

When there is a ticket creation failure, you'll receive an e-mail from noreply@mspprocess.com that looks like this:

Issue

Some users have experienced an infinite call forwarding loop when configuring AI VoiceAssist. This happens when the forwarding number set for an agent is the same number that routes to AI VoiceAssist. As a result, AI VoiceAssist continuously receives and re-routes the same call without resolution.

Cause

When an agent forwards a call to a number that ultimately routes back to AI VoiceAssist, it triggers a loop. Since AI VoiceAssist tries to forward the call again (based on the agent configuration), the cycle repeats indefinitely, leading to call failures and poor customer experience.

Solutions

To prevent this issue, users have two options:

Option 1: Use a Different Forwarding Number

Direct AI VoiceAssist to forward calls to a different number that does not loop back to AI VoiceAssist. This can be:

• A voicemail box

• A call queue

• A live agent line

• Any number capable of handling or terminating the call

Example: If AI VoiceAssist is reached via number (555) 123-4567, avoid forwarding back to this same number or any alias that loops to it. Instead, forward to (555) 987-6543, which routes to a voicemail or support queue.

Option 2: Create a Custom Agent That Doesn't Forward Calls

For specific use cases where forwarding may cause issues, create a custom agent within AI VoiceAssist that is configured to:

• Not forward calls

• Handle the interaction fully within AI VoiceAssist (e.g., take a message, end the call gracefully)

This is ideal for scenarios where no live intervention is needed or to provide fallback handling without external routing.

Best Practices

• Always double-check your call flow to ensure there are no circular routes.

• Use call logs to verify how the call is being handled.

• Document and label forwarding numbers clearly to avoid confusion.

Need Help?

If you need assistance configuring AI VoiceAssist, please contact your support team or refer to additional guides in our Help Center.

Requirements:

• An Admin-level account in MSP Process
• A "escalation" phone number you plan on giving to the AI VoiceAssist, so that it can escalate callers to a live agent

Configuring AI VoiceAssist:

1. Login to the MSP Process UI (https://app.mspprocess.com) with an Admin-level account
2. In the left-hand menu, click on AI VoiceAssist -> AI Configurations
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3. Click the Add New button
4. Fill in the required fields on each tab; note that the Incoming Phone Number is one that you can choose with an MSP Process team member, so that it's in your area code, or matches a sequence that you prefer. Contact us at help@support.mspprocess.com to get that setup for you.
5. Click the Create button to save your AI VoiceAssist configuration

What Do Those AI VoiceAssist Options Do?

Agent Details

• The Agent Name and Company Name options let you customize how the AI refers to itself and your company. For example, you can have it say "Hi there, it's James Bond from GoldenEye; how can I assist you today?"
• The Gender option lets you configure whether your AI VoiceAssist agent speaks with a female voice or a male voice
• The Language option lets you choose what accent your AI VoiceAssist agent speaks with, and what languages it can understand

Opening/Closing Messages

• The Greeting and Closing messages let you customize how your AI VoiceAssist agent begins and ends the call
• You can use the following variables:

  • ${firstName} – caller’s first name

  • ${companyName} – your company name

  • ${agentName} – the Ai VoiceAssist agent's name

On-Call Behaviors

• The Agent Type option lets you choose how much troubleshooting you want the AI to perform:
  • Level 1 doesn't ask any troubleshooting questions
  • Level 2 asks some basic troubleshooting questions, such as "when did this issue start?", "what have you done to try to resolve the issue?" and "how is this impacting your business?"
  • Level 3 provides issue-specific troubleshooting steps, and will try to resolve the problem mentioned by the caller
• The End-user Verification option allows you to control whether or not the AI VoiceAssist agent verifies the identity of the caller. AI VoiceAssist can use Microsoft Authenticator, Duo, or a link sent as a text message to verify the caller. There are 3 options to choose from if enable this feature:
  • Verify the caller on every call
  • Verify the caller before transferring to a live agent
  • Verify the caller if they are asking about an existing ticket

Call Transferring

• The Fallback Phone Number allows you to specify what number we should transfer the call to, in the event that the AI VoiceAssist infrastructure experiences an issue handling the call
• The Allow Transferring The Call to a Live Agent option controls whether or not the AI VoiceAssist agent will transfer the call:
  • If enabled, the AI VoiceAssist agent will transfer the call if the caller requests to speak to a live agent, or if the problem mentioned by the caller is deemed serious enough to warrant speaking to a live agent
  • If disabled, the AI VoiceAssist agent will never transfer the call - regardless of the issue being mentioned by the caller, if the caller is angry, or if the caller asks to speak to a live agent.
• The Warm Transfer feature, when enabled, will speak with your technician when transferring the caller over, and let your technician know the caller's name, the ticket ID, and the nature of the problem.
• The Call Transfer Phone Number is the default phone number to which the call will be transferred.
• The Call Transfer Phones feature allows you to specify up to 10 additional phone numbers to use for transferring the call, and also allows you to add sentences to tell the UI when to transfer the call to which phone number
• The Transcribing the Post-transfer Call feature will transcribe the call between the caller and your technician, and then add that transcription as a Time Entry (if the ticket is assigned to a technician) or a Ticket Note.

Ticket Triage

The Ticket Triage feature supports Autotask, Connectwise and Halo PSA. When enabled, it will - after the call is completed - analyze what the call was about, and then modify the Priority, Ticket Type and Ticket Sub-Type.

Ticket/Email Outputs

• The Ticket/Email Outputs tab lets you choose whether you want a ticket to be created at the end of the call, or if the transcript of the call should be sent to an email address. When configured to create a ticket, the Ticket Properties option let you pick a Ticket Default, which controls the properties of the tickets that will be created in your PSA, such as the Board/Queue, Priority, Source, and more! Ticket Defaults are configurable from the Integrations -> PSA Integrations page.