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Wondering how other MSPs are using MSPbots.ai? Here are the best practices that you can follow to fully utilize the MSPbots app:

Step 1: Start with

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a few

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bots

During the first phase of using the platform, you are given a list of bots that you can use and implement for your organization. To avoid overwhelming your team, choose only the ones bots that are essential and needed by your MSP and turn to your organization by turning on the Alert and Escalation switchoptions for the bots. You may opt to switch on the rest once you're start using more bots once your team is already comfortable with using the bots on a daily basis.

Step 2: Customize

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the bots

Feel free to personalize the bots to cater to your needs and to suit your business. Here are some questions to guide you:

• Does your business need this bot? If yes, enable it.
• Does the alert message suit your company? If not, open the message report, filter the messages by

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• a bot or by tech, and then edit the message as needed.
• Do you want the bot to send escalated messages to managers? If yes, 

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• turn on the Escalation option, and then set your preferred threshold.

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• 
  Read Bot Escalation Setting and Explanation to know more about how to set up the

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• Escalation feature.

Escalation improves accountability. If the botbots' s message is clear and the algorithm is right, Employees employees can form good work habits just through the bots' reminders.

• If the tech continues to fail in a certain task, the bot will continue to be triggered. If the bot is triggered

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• *

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• three times in a week

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• , the bot

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• automatically

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• advises the tech to seek help from the manager.
• If

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• the

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• bot

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• is triggered *six times in a week

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• , the issue

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• is automatically escalated to the manager so the latter can

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• help the tech improve.
• In the event that the same bot is triggered *nine

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• times in a week

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• , the bot

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• automatically

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• informs the manager's

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• supervisor so they can provide extra support to the tech. 

To assign each tech's manager, go to your AAD and update the user's reporting Managermanager(s).

*This time frame is customizable.

Step 3: Confirm if techs are getting the messages

The Bots bots will send Alert alert messages to users after you connect integrate your PSA account. Users will receive messages as long as:

1. You install the MSPbots APP application from Microsoft is Installed: https://appsource.microsoft.com/en-us/product/office/WA200001128Every user need to install it to receive/. Every user needs to install the app to receive or send messages from MSPbots.
   1. You can change the Microsoft Teams Global policy to automatically install it for all users. To do this, follow these steps:
      1. Go to Office > Admin > Admin Center > Teams.
      2. Select Teams Apps > Setup Policies > Global (Org-wide default), and then click Edit.
      3. Select Add Apps, search for MSPbots, and add itthen click Add.
      4. Move MSPbots to the top and click Save.
2. The "Disable all bots' messages" switch  switch from the Bots page should be switched  switched off.
3. From In the User Management settingstab, make sure that the Message Switch option is on for the applicable users.

What you can get from Installing the MSPbots the MSPbots Team Apps:

1. Access MSPbots.ai Tabs apps such as Next Ticket, Attendance (In/Out), and Reports.
2. Receive and send messages to MSPbots under in the Chat tab.

To confirm if techs are receiving the messages, do the following:

• Go to Usage Report, and then check how many messages are in the Ready, Received, and Read columns.

1. 1. If In the status is  Ready column, the message is you can see the number of messages that are yet to be delivered.
   2. If In the status is Received column, you can see the number of messages that the tech successfully got the message received but has not read the Alert message
   3. If the status is Read, the user was able to open and read the Alert message sent by the bot
   If there is no Read and Receivedyet. 
   4. In the Read column, you can see the number of messages that the user opened and read.

• If the user does not have any record in the Read and Received columns in Usage Report, confirm with the user if they have the MSPbots Teams App installed and that the

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• app is not

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• blocked on their end.

Step 4: Do a 15-minute training for your team

1. Discuss with your team the Type of Bot type of bots that you enabled and when will they receive an Alert message they will start receiving alert messages via MS - Teams.
2. Encourage the team to utilize the Bots bots to help them with their day-to-day tasks . Since since the bots are designed to serve as a digital assistant (and not like 'Big Brother)digital assistants.
3. Ask your Team team to review the messages sent to themalert messages that they receive. 
   1. If the message is correct, follow the steps listed in the message to fix the issue.
   2. If the message is incorrect, click the "Report error on this message" link and explain why. This The report will be sent to the manager for review, who and then the manager can then adjust the settings or inform the MSPbots team , who can to change the algorithm to fix itif needed.
4. Explain how the escalation feature works: if . If a bot keeps getting triggered, the managers will be informed to help them solve the issue. 

Step 5: Hold people accountable

From what we've seen, 60% of techs will improve their behavior right after the training. 30% of them will require managers to guide them in the next 2-3 weeks as they form better habits, and the remaining 10% might need additional support from HR.

Managers and their superiors need to note the messages in Teams. Whenever they receive an escalation message, they must copy that message and offer help to the tech.

Step 6: Review the bot trigger report

Track the improvements in your MSP by reviewing the report. Choose the bot and note if the number of messages sent (i.e., the number of times a bot was triggered) has gone down after your 15-minute training. Note the top-performing techs who trigger a bot and discuss with them how you and the bots can help.

Conclusion

By following these best practices, you can see techs start to form new good habits in just 2-3 weeks. 

Please let us know if we've helped form better habits that help your business. Join our forum to exchange ideas and engage with other MSPbots users!

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