Inbound & Outbound Chat for MSPs
A modern communication layer to reduce friction, improve ticket quality, and help clients get support faster.
Session Summary
This week’s session introduced Inbound and Outbound Chat as a practical feature inside the client portal and app. The main message was simple: MSP communication often becomes scattered across emails, calls, Teams messages, and ticket notes. Chat helps bring those conversations back into one branded, structured, and easy-to-use support experience.
The Big Idea
Chat is not designed to replace ticketing. It is designed to make the first interaction easier, faster, and more human, while still giving the MSP enough structure to convert conversations into proper tickets when needed.
The Problem MSPs Face
Most MSPs already have a ticketing system, but many support conversations still happen outside the ideal workflow. A client may email, reply from mobile, call, receive a Teams message, and then follow up again inside the ticket. Very quickly, one support issue becomes five disconnected communication trails.
This creates delays, missed updates, duplicated work, and the feeling that the client is chasing support instead of receiving it.
Users Start the Conversation
Inbound Chat allows end users to start a chat directly from the client portal or app. Instead of calling or sending a vague email such as “My computer is not working”, the user can open the app, request a chat, and interact with the MSP dispatcher or support team.
This is ideal for quick questions, clarification, triage, and helping users get onto the right support path.
MSPs Start the Conversation
Outbound Chat allows the MSP team to proactively message an end user. Instead of waiting for the client to check email or update a ticket, the technician can reach out directly through a branded chat window.
This is especially useful for remote session coordination, ticket updates, reboot reminders, password confirmation, and reducing delays caused by waiting for user replies.
Demo Highlights
1. Inbound Chat Example
The session showed an end user opening the app and sending a message such as:
The dispatcher can then accept the chat from the IT Control Panel, respond immediately, ask clarifying questions, and decide whether the issue can be resolved quickly or converted into a ticket.
2. Logging a Ticket from Chat
The demo highlighted that the chat conversation can be copied into the ticket description or logged directly as a ticket while the chat is still open. This gives the technician better context and avoids the classic problem of tickets being created with too little detail.
3. Outbound Chat Example
The MSP can search for an end user and start a branded chat from the MSP side. Example messages included:
Practical MSP Use Cases
| Ticket Triage | Ask quick questions before creating or escalating the ticket, helping technicians receive better context from the beginning. |
| Remote Session Coordination | Quickly confirm whether a user is available before starting a remote session. |
| Ticket Updates | Keep clients informed without relying only on email updates buried in their inbox. |
| Confirmation Before Closure | Ask users to confirm that an issue is resolved before closing the ticket, reducing reopen rates. |
| User Education | Guide clients toward the correct portal forms or support process while still helping them in the moment. |
Benefits for the MSP
- Improves client communication by creating a faster and clearer support channel.
- Reduces unnecessary phone calls and scattered email conversations.
- Helps technicians collect better information before logging or escalating tickets.
- Encourages users to engage with the branded app instead of bypassing the support process.
- Improves the perception of the MSP as modern, responsive, and client-focused.
Benefits for the Client
- Simplicity: users do not need to remember which email address to use.
- Visibility: users feel confident that someone has seen their message.
- Speed: they can receive faster responses and updates.
- Human experience: support feels more immediate, conversational, and accessible.
How to Position the Feature
The recommended positioning is not to describe this as “just another chat system.” Instead, MSPs should present it as:
This helps transform the app from a place where users only log tickets into the front door of the MSP’s client experience.
Recommended Client Talk Track
“We are introducing chat inside your IT support portal to make communication easier. You can use inbound chat when you need help or have a quick question, and our team can also use outbound chat to send you updates, ask for confirmation, or coordinate support. This helps reduce delays, keeps communication in one place, and gives you a faster way to interact with our team.”
Final Recap
Inbound and Outbound Chat gives MSPs a more modern way to communicate with clients. Inbound Chat makes it easier for users to reach support. Outbound Chat makes it easier for technicians and dispatchers to move tickets forward.
Together, they reduce friction, improve response quality, help log better tickets, and make the client experience feel faster, clearer, and more connected.
Interested in Using Chat?
Reach out to the Invarosoft team to walk through the configuration and start taking advantage of Inbound and Outbound Chat.
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