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- Message Switch is set to Enabled on the MSPbots User Management Page
- (OPTIONAL) The user's manager Manager is configured within Azure Active Directory
- (OPTIONAL) The user's Job Title is configured within Azure Active Directory
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3. This should open the Trigger module, this is where you can define how many minutes after the last update will trigger the bot. Additionally, this is where you can exclude users from the alert or add additional conditions before triggering the bot. Under Schedule, you can set the timing and frequency of the bot alert.
4. Once done setting up your filters, click the next button to customize the bot alert message.
5. This should open the Alert module. This is where you can set the following:
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Note: You can either send the message to the user or technician who triggered the bot by choosing email or the field containing the email address of the user or any specific user on your team.
6. To edit the alert, simply use it as you would a text editor. The important feature here is the "Insert a token" 
button which would allow you to dynamically insert corresponding field values from ConnectWise Manage such as first name, ticket ID, etc.
To illustrate further, this message:
would look like this:
7. After setting up the medium or channel where you want to send the alerts to and customizing your alert message, click the Next button again.
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The escalation process happens by sending an alert to the manager or designated supervisor when the technician has reached the threshold of not updating in progress tickets for too long in a defined time frame. This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages.
9. The Time Frame is when the count of alerts and escalations would reset. For example, setting a Time Frame of "Week" would reset the accumulated count of alerts and escalations to zero every Monday.
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- Don't turn on the alert yet after configuring your bot, simply enable Trigger. This will allow you to review the messages and data first before rolling it out to your team.
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- Let your team know that you are enabling the bot and do a short 15-minute coaching to let them know what the bot is about and how it will help your company accurately measure the time deliverables.
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