Explore the demo01
Measure the impact
Ask which company is calling, how many people are affected, what they see on screen, and when it started.
IT services & MSPs
An AI answering service for MSPs that knows an outage from a password reset.
Clients call with locked accounts, dead printers, and the occasional office-wide outage. Your assistant takes every call, records who is affected and how badly, and can open a Zendesk ticket. Outages, suspected breaches, and anything your contract defines as an emergency go straight to your on-call technician.
An AI answering service for IT companies and managed service providers answers client support calls and new business inquiries while your techs are heads-down, using your service catalog, support hours, and escalation rules. InsertChat’s assistant records the issue, impact, and affected users, can create Zendesk tickets, books discovery calls, and flags outages and security incidents.
EXAMPLE WORKFLOW · Phone call
Turn a Monday-morning outage call into an urgent ticket
The office manager at a 20-person client calls at 7:50 a.m., before your help desk opens.
“Nobody in our office can get into email or the shared drive. We have a client meeting at ten. Can someone help?”
02
Open the ticket
Create a Zendesk ticket with the company, contact, symptoms, and impact, if you allow that action.
03
Alert the on-call tech
Mark the call urgent so your on-call technician gets an email alert, and text the caller a callback confirmation.
Your team sets the boundaries
The assistant doesn’t troubleshoot, reset passwords, or touch client systems. Your technicians decide the fix and when to call back.
Illustrative scenario. Answers depend on your sources; actions depend on your connected tools and permissions.
What it handles for IT companies and MSPs
Answers come from the knowledge you add. Anything on the urgent list follows the handoff rules you set.
Handled by your assistant
Handled by your assistant- Support requests logged with company, user, device, and symptoms
- Zendesk tickets created or updated, with the approvals you choose
- Ticket status checks, looked up in Zendesk when you allow it
- Support hours, contract coverage, and how to reach your portal
- New business inquiries, booked as discovery calls
Sent straight to your team
- An outage that stops a whole office or a critical server
- Ransomware messages, a suspected breach, or a clicked phishing link
- Internet or phone service down at a client site
- Problems for the priority users a client’s contract names
- Angry clients and contract or billing disputes
What it asks and what it needs to know
Details it collects
- Company name, and the caller’s name, role, and callback number
- Affected users and devices
- What they see, including any error message
- When it started and what changed
- How many people can’t work
- For prospects, company size, current setup, and what prompted the call
- Best time for a technician to call back
What to add to its knowledge
What to add to its knowledge- Clients, contract tiers, and what each tier covers after hours
- Your definition of an emergency and the steps callers hear
- Support hours, portal link, and remote session instructions
- Services you sell, such as managed IT, backups, and security
- The rule never to ask for or accept passwords
- Onboarding steps for new clients
Can an AI answering service create IT support tickets?
Yes, with the Zendesk connection. Turn on the actions you want, and the assistant can create a ticket with the company, user, symptoms, and impact, look up an existing ticket’s status, or reply to and update a ticket, with approval wherever you require it. Without Zendesk, each request lands in the shared inbox as a conversation your techs can pick up.
Does it connect to our PSA or RMM tools?
No. InsertChat doesn’t connect to PSA or remote monitoring tools, so your team creates tickets in those systems from the conversation, or the assistant creates them in Zendesk if that’s your help desk. The Microsoft Dynamics 365 and HubSpot connections cover sales and account records for new business.
How much does an AI answering service for an MSP cost?
Pro costs $98 per month with one number, monthly credits, three seats for your techs, and three assistants. Calls use credits by the whole minute. Connected services such as Zendesk may carry their own charges, and Growth at $198 a month adds seats when more of your help desk works from the shared inbox.
AI answering vs voicemail vs a live IT answering service
Swipe horizontally to compare →
| Compared | InsertChat AI receptionist | Voicemail | Live answering service |
|---|---|---|---|
| Answers questions | Yes, from your knowledge base | No; callers leave a message | From the script you give the operators |
| Books appointments | Into the built-in calendar, Google Calendar, Outlook, Calendly, or Cal.com | No | Depends on the provider and your calendar access |
| When it answers | Always, after hours, or when your team doesn’t pick up | When nobody answers | During the hours your plan covers |
| Record of each call | Transcript and AI summary in the shared inbox | A recorded message | Message notes from the operator |
| Urgent calls | Flagged and emailed to your team, with the safety steps you wrote; no live transfer | Heard when someone checks messages | Handled with the escalation instructions you give |
| Other channels | Website chat, SMS, email, and WhatsApp from the same knowledge | Phone only | Varies by provider |
| Pricing | From $98 per month with monthly credits; calls billed in whole minutes | Usually included with your phone service | Varies by provider; often per minute or per call |
Voicemail and answering service details vary by provider. Check the terms of any service you compare.
Explore the shared workspace
Explore the InsertChat demo ↗
InsertChat / InboxOpen full demo Explore InsertChat’s shared workspace with Northstar Home Services, our fictional demo business.
Features for IT companies and MSPs
AI receptionist
InsertChat answers your business calls from your own services, hours, and prices. It books appointments on your calendar and brings in your team, full transcript attached, when a person should follow up.
Explore AI receptionist
Actions & approvals
Give your front desk the tools to act on a conversation. Choose what it can do automatically and what your team needs to review.
Explore Actions & approvals
Shared inbox
Bring website chat, calls, email, SMS, and WhatsApp into one workspace. Your AI answers first, and your team sees exactly what needs a person.
Explore Shared inboxConnect the calendar and tools you use
All integrations ↗
More professional services industries
Professional services overview ↗- Law firmsTake new client intake calls and book consultations while your attorneys are in court.
- AccountingBook tax appointments and answer document questions while your accountants work on returns.
- InsuranceCollect quote details and answer policy FAQs while your licensed agents are on other calls.
- Personal injury lawRun accident intake day and night, so a new case reaches an attorney before another firm calls back.
- Immigration lawAnswer immigration calls in the client’s language, take intake by case type, and flag hearings and detentions.
- Family lawTake divorce, custody, and support intake with a safe-contact check, and flag protective orders fast.
- Criminal defenseAnswer late-night arrest calls from worried families, take jail and charge details, and alert your on-call attorney.
- Financial advisorsBook discovery meetings and log client service requests, with every investment question left to an advisor.
- Mortgage brokersCapture purchase and refinance leads around the clock, with rate and approval questions left to a loan officer.
- Recruiting & staffingAnswer candidates and clients, take job orders, and flag shift call-outs before a client is left short.
- ArchitectsQualify project inquiries by type, site, budget, and timeline, and book consultations while you’re on site.
- Interior designAnswer fee questions, gather the brief, and book discovery calls while you’re with clients.
No. It has no access to your clients’ systems, and you can tell it never to ask for or accept a password. Password resets and remote sessions are logged as requests for a technician, with the user and device recorded.
Yes, through its knowledge. List each client’s contract tier and what counts as an emergency for them, and the assistant asks which company is calling before it treats a request as next-morning work or an urgent alert for the on-call tech.
Yes. Prospects hear the services you offer and your onboarding steps, then book a discovery call into open times. The contact keeps the company size, current setup, and the campaign from your tracking links, and a high-intent alert reaches your sales lead.
Yes. Ring your help desk first and let the assistant pick up after 5 to 60 seconds without an answer, or only outside your support hours. A call that reaches a technician’s voicemail comes back to the assistant, so the request is still logged.
Facts last reviewed .
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