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. Navigate to Account Settings -> AI Assist
3. Click the Add New button
4. Fill in the required fields; 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.
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5. Click the Create button to save your AI VoiceAssist configuration

What Do Those AI VoiceAssist Options Do?

• 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 Level 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 (currently in Beta) provides issue-specific troubleshooting steps, and will try to resolve the problem mentioned by the caller
• The Incoming Phone Number is the phone number you'd forward a caller to, so that the AI VoiceAssist picks up the call.
• The Ticket Properties option let you pick a Ticket Default; that Ticket Default 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.