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The micro-trained bots of MSPbots are known for providing value to businesses by acting on critical issues in real-time. The bots automate repetitive tasks and take away inefficiencies by flagging key items in BI reports and encouraging productive behavior in the organization. This article discusses the types of bots and how each can work for your MSP.
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What types of bots are available with the MSPbots app?
Use this guide to see how you can leverage each type of bot for your MSP's business needs.
[Introduction: Please provide the following information for this section:
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- For internal and external (clients/page visitors use).
- All integrations.
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What are Bots?
Our automated bots provide value to your business by flagging unproductive behavior, regularly reminding staff of necessary SOPs, sending out status, financial, and productivity reports and garnering efficiencies in every step of your business process.
Types of Bots:
- Alert - One of the most common used bots, the automated alerts informs or escalates to users, managers, and admin in real time if certain parameters are not met, if there are parts of the process that have not been adhered to, or if there are metrics that have been breached so that users can fix and get back on track,
Examples
2. Reminder - These bots send out regular reminders to staff for such tasks as to clock in or out, to complete entry descriptions, among others.
Examples
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| Bot Type | Description | Examples |
|---|---|---|
| Alert | The Alert bot is one of the most commonly used bots in the MSPbots app. It sends automated alerts to flag users about action items or escalates to managers whenever the needed actions are not taken or specified parameters are not met. The alert messages are sent in real-time so that users can take immediate action and get back on track ASAP. | Time Entry Bots, After Business Hours Verifier, Idle Time Verifier, Next Ticket Rejected Alert, Ticket Resolution Prompter, Ticket Not Updated, Priority Tickets Alert |
| Reminder | Reminder bots send out regular alerts to clock in or out, start tasks, complete entry descriptions, and other tasks that you specify in the configuration. | Clock In/Out Reminder, Task Prompter, Time Sheets Submission Reminder, Onsite Schedule Prompter Real-time |
| Time/Utilization |
| Time and Utilization bots send out timed notifications pertaining to |
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| employees' |
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| utilized time, schedule, and accomplished tasks |
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| These give |
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| recipients snapshots of the tasks that technicians worked |
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| on and an insight into how individuals or the company compare to internal standards and to other companies in the same industry. | Tech Stats Reviewer, Attendance Auto Out, Last 5 Day's Work Hours Summary, Daily Statistics Per Resource, Tech Utilization, Team Statistics EOD | |
| Ticket related | Ticket-related bots are helpful in monitoring ticket status and ensuring that action is done promptly until resolution. | Ticket Resolution Prompter, Ticket Notifier, New Tickets for the last 7 days, Stale Ticket, Daily Ticket Statistics |
| Report | Report bots deliver data, summaries, and insights that will help decision-makers formulate informed business decisions. | Last Week vs. This Week, Late Time Entry Team Monthly Leaderboard, Monthly Business Report, SMaRT Hours for Clients, Past 4 Months, Weekly Tickets Needing Attention |
| QA | QA bots prompt users for any missing information or documentation that would help technicians and managers to complete data forms. | Ticket Closure QA, Ticket QA, Categorization, Attached Agreement Mismatch Prompter, Ticket QA, No Ticket Owner |
| Financial | Financial bots alert users for any revenue, income, and expense-related triggers. | Revenue this Week, Expense Report Alert on the 15th day |
| Information/input required | Similar to QA bots, these bots are automated system triggers that require users to provide input in order to add more information to tickets, tasks, or others. | Work Type Prompter, Scheduled Ticket Acknowledgement, Short Time Entry Verifier |
| Attendance | Attendance bots generate alerts and reminders pertaining to staff attendance. | Attendance Adjustment Pending for Approval, Weekly Attendance Summary |
What are the features of the MSPbots bots?
Bots showcase the following features:
- Support for customized workflows
- Ability to send alert messages to channels and email
- Capability to limit alerts to departments or roles
- Support for all integrations like MS Teams, ConnectWise, Autotask, and more.
How can my company benefit from bots?
The bots of an adequately set up connection with MSPbots have the following benefits for your company:
- Bots, datasets, and dashboards are tailored to your business needs
Administrators can create custom bots that positively impact your business in areas that matter to you as a business owner or service delivery manager.- A remarkable increase in productivity
- Improved operational efficiency
- Reduced average call handle time
- Enhanced customer experiences
- Increased compliance
- Reduced operating costs
- Your employees work efficiently with the help of our bots with a logic setup that promotes prompt action-taking.
- Bots check the trigger settings that you have configured in your widgets.
- Bots send alerts about tasks or recommended actions.
- Bots improve people management because the escalation process ensures management that all tasks are monitored until completion.
Frequently asked questions on bots
- How do the bots work?
- Is there a limit as to when the bots can run?
- Do bots require a separate integration?
- Is there a bot to alert or send a message if the user or technician has not acted on the original alert?
- Can a bot be modified or turned on or off by a user?
- What are the Trigger and Alert columns for bots?
- What do Ready, Received, and Read messages mean?
How do the bots work? Anchor howitworks howitworks
Each bot does its job differently from others and according to how it is configured. Admins micro-train the bots and adjust the settings that will:
- identify conditions that will trigger the activation of a bot,
- define the alert message,
- create the schedule or time frame for sending the message, and
- identify the channel where the alert will be sent.
Alerts can be sent through MS Teams chat, MS Teams channel, email, or web message. If configured to escalate, the bot will also send a message to an escalation manager whenever the expected action is not taken.
For more information, please read How to Create a Simple Bot from a Widget.
Is there a limit as to when the bots can run? Anchor botslimit botslimit
There is no limit to the number of messages or alerts that bots can send in a day. Once a trigger condition has been hit, an active bot will automatically send messages according to how it is configured.
Do bots require a separate integration?Anchor integration integration
No, bots do not need a separate integration setup. Bots work with PSAs like ConnectWise and Autotask, RMMs like Liongard, CRMs like Hubspot, or any other platform. You just need to connect these platforms via a secure API and you are good to create the bots!
Is there a bot to alert or send a message if the user or technician has not acted on the original alert?Anchor followup followup
You do not need to create a separate bot to send another alert whenever the required action was not delivered by a technician. You just have to configure the bot to send escalation alerts to specific managers or individuals in your organization.
Can a bot be modified or turned on or off by a user? Anchor onoff onoff
Admins can modify and disable existing bots.
What are the Trigger and Alert columns for bots?Anchor trigger trigger
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For more information, please read How to Stop Receiving Bot Alert Messages.
What do Ready, Received, and Read messages mean?Anchor rrr rrr
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Examples
4. Ticket related
5. Report
6. QA
7. Financial
8. Information/input required
9. Attendance
Overview
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