Best Practices in Using MSPbots

Wondering how other MSPs are using MSPbots.ai?

Step 1: Start with just a few Bots

To avoid overwhelming your team, choose the ones that are essential and needed by your MSP and turn on the Alert and Escalation switch. To know more about how Bots work -> Click HERE

You may opt to switch on the rest once you're comfortable with using the bots.

Step 2: Customize them

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

1. Does your business need this bot? If yes, enable it
2. Does the alert message suit your company? If not, open the message report, filter messages by the bot or by tech, and edit as needed
3. Do you want the bot to send escalated messages to managers? Turn the escalation switch on and set your preferred threshold. Click Here to know more about how the escalation feature.

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

1. If tech continues to fail in a certain task, the bot will continue to be triggered. If the bot is triggered three* (3) times in a week (*customizable), the bot will automatically advise the tech to seek help from the manager.
2. If a tech triggers the same bot six* (6) times in a week (*customizable), the issue will be automatically escalated to the manager so the latter can provide help.
3. In the event that the same bot is triggered nine (9) times in a week (*customizable), the bot will automatically inform the manager's superior, who can provide extra support. 

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

Step 3: Confirm if techs are getting the messages

The Bots will send Alert messages after you connect your PSA account. Users will receive messages as long as:

1. MSPbots APP from Microsoft is Installed: https://appsource.microsoft.com/en-us/product/office/WA200001128
   1. Every user need to install it to receive/send messages from MSPbots
   2. You can change Microsoft Teams Global policy to automatically install it for all users
      1. Go to Office > Admin > Admin Center > Teams.
      2. Select Teams Apps > Setup Policies > Global (Org-wide default), and click Edit.
      3. Select Add Apps, search for MSPbots and add it.
      4. Move MSPbots to the top and click Save.
2. The "Disable all bots' messages" switch from the Bots page should be switched off
3. From User Management settings, make sure that the Message Switch is on

What you can get from Installing the MSPbots Team Apps :

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

To confirm if techs are receiving the messages:

1. 1. Go to Usage Report.

      1. If the status is Ready, the message is yet to be delivered
      2. If the status is Received, the tech successfully got the message 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

1. 1. If there is no Read and Received, confirm with the user if they have the MSPbots Teams App installed and that the App has not been blocked on their end.

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

1. Discuss with your team the Type of Bot and when will they receive an Alert message via MS-Teams
2. Encourage the team to utilize the Bots to help them with their day-to-day tasks. Since the bots are designed to serve as a digital assistant (and not like 'Big Brother')
3. Ask your Team to review the messages sent to them. 
   1. If the message is correct, follow the steps listed to fix the issue.
   2. If the message is incorrect, click the "Report error on this message" link and explain why. This will be sent to the manager for review, who can then adjust the settings or inform the MSPbots team, who can change the algorithm to fix it.
4. Explain how the escalation feature works: 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 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 improvements in your techs' ticket handling in just 2-3 weeks. 

Please let us know if we've helped form better habits that help your business.

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