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The micro-trained bots of MSPbots are known for providing value to businesses by taking action in real-time. It automates repetitive tasks and takes away inefficiencies by flagging action items from key reports and encouraging productive behavior in the organization. This article discusses the types of bots and how each can add value to your MSP.
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What types of bots are available with the MSPbots app?
Use this guide to see how each type of bot can work for your MSP.
| Bot Type | Description | Examples |
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| Alert | The Alert bot is one of the most commonly used bots of MSPbots. It sends automated alerts to inform users of action items or escalate to managers when expected 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, and |
[Introduction: Please provide the following information for this section:
- Update on the current KB structure/articles we have to describe bots to clients.
- For internal and external (clients/page visitors use).
- All integrations.
[Main Section: Type the instructions or step-by-step guide in this section.]
- Write the first step here.
- Add the second step here.
- Don't forget to attach screenshots and add hyperlinks as needed.
- Next...
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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.
1.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 get these fixed immediately and get back on track.
Examples
- Time entry bots
- After Business Hours Verifier
- Idle Time Verifier
- Next Ticket Rejected Alert
- Ticket Resolution Prompter
- Ticket Not Updated
- Priority Tickets Alert
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| complete entry descriptions, among others. |
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Clock In/Out |
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- Task Prompter
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Reminder, Task Prompter, Time Sheets Submission Reminder |
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, Onsite Schedule Prompter Real-time |
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| Time/Utilization |
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| Time and Utilization bots send out timed notifications pertaining to a staff member's utilized time, schedule, and tasks worked. |
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| These give |
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| recipients snapshots of the tasks that technicians' worked |
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| on and if required, a comparison to the company's standard or benchmark utilization. |
Examples
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Tech Stats Reviewer |
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, Attendance Auto Out |
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, Last 5 Day's Work Hours Summary |
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, Daily Statistics Per Resource |
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, Tech Utilization |
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, Team Statistics EOD |
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| Ticket related | Ticket- |
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| related bots are |
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| created to manage tickets or tasks assignments, progress, and updates among other functions. |
Examples
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Ticket Resolution Prompter |
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, Ticket Notifier |
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, New Tickets for the last 7 days |
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, Stale Ticket |
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, Daily Ticket Statistics |
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| Report | These bots send |
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status, updates, or a set of |
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numbers that |
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help in making decisions. |
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Last Week vs. This |
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Week, Late Time Entry Team Monthly Leaderboard |
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, Monthly Business Report |
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, SMaRT Hours for Clients |
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, Past 4 Months |
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, Weekly Tickets Needing Attention |
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| QA |
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| QA bots prompt users for any missing information or documentation helping technicians and managers to complete data forms. |
Examples
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Ticket Closure QA |
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, Ticket QA |
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, Categorization |
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, Attached Agreement Mismatch Prompter |
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, Ticket QA |
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, No Ticket Owner |
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| Financial | These are bots whose function is to prompt users for any revenue, income, expense related triggers. |
Examples
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Revenue this Week |
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, Expense Report Alert on the 15th day |
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| Information/input required |
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| Similar to QA bots, these are automated system triggers that require users to provide an input in order to add more information to tickets, tasks, or others. |
Examples
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Work Type Prompter |
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, Scheduled Ticket |
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Acknowledgement, Short Time Entry Verifier |
| Attendance |
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| Attendance |
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| bots generate alert and reminders pertaining to staff attendance. |
Examples
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Attendance Adjustment Pending for Approval |
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, Weekly Attendance Summary |
2. Bots FAQs
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Frequently asked questions on bots
- How do the bots work?
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- Once configured, bots need a platform to send the message, alerts, or reminders to technicians, managers, and others. We have MS Teams and email readily configured and we are working on other channels as
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- w
- Is there a limit as to when the bots can run?
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- There is no limit to the amount of messages or alerts our bots can send in a day. Once a trigger event has been hit, it will automatically send the messages out and a user can configure the schedule to suit.
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- Do bots require a separate integration?
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- Bots work with your normal PSA like Connectwise or Autotask, RMM such as Liongard, CRM such as Hubspot, or any other platform. We just need to connect via a secure API and we are good to create the bots!
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- Is there a bot to alert or send a message if the user or technician has not acted upon the original alert?
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- Yes, besides copying managers and supervisors on the original alert, a bot can be configured to send an escalation message if not acted upon beyond a set amount of time,
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- Once configured, can a bot be easily modified or turned on or off by a user?
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- Bots are easily customizable and modifiable even if it has already run. A user just needs to change or switch it on or off.
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