Account-aware triage
Confirms which contract and SLA applies before anything is promised about response time.
The AI receptionist that grew into the whole job.
Reception built for a managed service provider.
A client whose whole site has lost connectivity and needs the on-call route, not the ordinary queue. An account manager checking on a change request that's still awaiting sign-off. A quarterly business review that needs confirming before a client's finance director joins.
What it sounds like on the phone.
Our whole Manchester office has lost internet, we're on the premium contract.
Let me confirm your account, then I'll log this as a site-wide incident and get it straight to the on-call engineer.
We raised a change request last week about the new server, any movement?
Let me pull that up under your company name and get the engineer handling it to call you back.
What we book.
The kinds of call a first-touch intake usually turns out to be:
- Incident intake and logging (10 min)
- Scheduled maintenance window (60 min), usually monthly
- Change request review call (20 min)
- Quarterly business review (45 min), usually every 3 months
What it actually does for this trade.
Severity flagging
Notices a site-wide or critical incident and routes it to on-call rather than the standard queue.
Change request logging
Takes change requests and status calls and gets them to the engineer holding the ticket.
Callback promises kept
Records who was promised a call and by when, against the right account.
Frequently asked questions.
Does it know my specific SLA response time?
Yes, it checks which contract your account sits on before confirming what response time applies, rather than quoting a generic figure.
Will it diagnose what's actually wrong?
No. It logs what's happening and how severe it is, then the engineering team diagnoses it; the call is about getting the right people on it fast.
What happens if I call out of hours?
It checks what your specific contract covers out of hours and routes accordingly: critical incidents to on-call where that's included, otherwise a ticket logged for first thing.
Other support and status businesses on team.help.
Membership organisations · Property management · Software vendors
See how an MSP reception line triages by SLA and routes critical incidents, set up in a few minutes.
Call our receptionist, 020 4538 8898, and hear it for yourself, or see what's in every plan.
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