> ## Documentation Index
> Fetch the complete documentation index at: https://kb.mspprocess.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI VoiceAssist: Admin Setup

> OverviewAI VoiceAssist is MSP Process's AI voice agent that answers inbound calls, gathers caller and issue details, performs troubleshooting, transfers to…

## Overview

AI VoiceAssist is MSP Process's AI voice agent that answers inbound calls, gathers caller and issue details, performs troubleshooting, transfers to a live agent when needed, and records results back to your PSA as tickets or emailed transcripts. This article walks through the prerequisites, the setup steps, and what every configuration option does, followed by an explanation of how AIVA determines and displays caller sentiment on each call.

##

## Prerequisites

1. An **Admin-level** account in MSP Process.
2. An **escalation phone number** to give AIVA, so it can escalate callers to a live agent.
3. **Contact Sync** turned on in your PSA integration.
4. Enable it from **Settings > Integrations > PSA Integrations**, by editing your PSA integration and turning on the **Store Contacts in MSP Process** option.

##

## How to Configure AI VoiceAssist

1. Log in to the MSP Process UI ([https://app.mspprocess.com](https://app.mspprocess.com)) with an Admin-level account.
2. In the left-hand menu, click **AI Service Desk > AI VoiceAssist > AI Configurations**.

\*\*

\*\*

3. Click the **Add New** button.
4. Fill in the required fields on each tab (see the options reference below).
5. For the **Incoming Phone Number**, choose a number with an MSP Process team member so it matches your area code or a preferred sequence.
6. If you have not been provided a number from an MSP Process team member, please contact us at [help@support.mspprocess.com](mailto:help@support.mspprocess.com) to get that setup for you.
7. Click the **Create** button to save your AI VoiceAssist configuration.

## Basics Tab

### **Agent Identity**

This is where you are able to enable or disable your AI VoiceAssistant and customize how the AI refers to itself and your company.

1. For example, you can have it say "Hi there, it's Jamend from GoldenEye; how can I assist you today?"

### **Gender**

This open will allow you to configure whether your AIVA agent speaks with a female or male voice.

### **Language**

You will be able to choose the accent your AIVA agent speaks with, and the languages it can understand and communicate in.

###

![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/10d64897af47.png?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=b5ce7d2a132860f994664ae16ed94723)

### **Fallback Routing**

Here you will set the number a caller is transferred to if AIVA is unable to service the call due to a technical issue.

Example: If there is a platform or connectivity outage.

This is distinct from Call Transferring as it is a safety net so that callers are never simply dropped. Point it at a line that will reach a person, and make sure that number does not route back into AIVA, which would loop the caller into the same conversation.

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/987703b391ae.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=7ab58b54809652575d97e1588c8ec190)

## Call Flow Tab

### **Greeting**

This option will allow you to customize how your AIVA agent begins the call.

You can use the following variables:

1. `${firstName}` (caller's first name)
2. `${companyName}` (your company name)
3. `${agentName}` (the agent's name).

For best performance, keep greetings to a **maximum of 3–4 sentences**. If you are looking for assistance with this, please reach out to the team and we are happy to assist with providing some examples of prompting with proven success.

![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/5cd926cf3eae.png?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=b9c844eac3d26834f0042387069df964)

### **Agent Type**

This dropdown will allow you to choose how much troubleshooting the AI performs:

1. **Ticket Creation Only:** doesn't ask any troubleshooting questions. Asks the caller for their name, number and the problem. Will then log a ticket and is done.
2. **Ticket Creation and Intake Questions:** asks basic troubleshooting questions, such as "when did this issue start?", "what have you done to try to resolve the issue?", and "how is this impacting your business?" It never gives the caller steps to perform.
3. **Ticket Creation with Troubleshooting:** provides everything level 2 does, plus walks the caller through two or three real fix steps for their specific problem. It will provide issue-specific troubleshooting steps and tries to resolve the problem mentioned by the caller. Please note that some steps may require an admin to complete.

![](https://mintcdn.com/triggr/o9r5jEtjdR2oUtiW/images/msp-process-kb/cf6b5fdf010c.png?fit=max\&auto=format\&n=o9r5jEtjdR2oUtiW\&q=85\&s=1e554dafc24a3bd0d5a7165ac787ca88)

### **Closing**

Customize how your AIVA agent ends the call.

The same variables apply as the greeting:

1. (`${firstName}`
2. `${companyName}`
3. `${agentName}`)

As with the Greeting, for best performance, we recommend keeping the closing to a **maximum of 3-4 sentences**. Please reach out to the team if you need assistance with suggested prompting. We are happy to assist with providing some examples that have proven successful.

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/9e9aa63e713d.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=0a2d00c816caf2534a6d2772a891b907)

### **Call Transferring**

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/a1c1fc857296.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=8f292c662c77b22b60976a30f2d99c86)

This is where you will decide whether AIVA offers to transfer at the end of a call, or when a problem is serious enough to warrant a live agent.

Transferring is enabled when you select **Transfer to a Specific Number** or **Transfer to the On-Call Technician**. When enabled, AIVA transfers if the caller requests a live agent or if the issue is deemed serious enough.

**NOTE**: We highly recommend cold transferring to be used to transfer from AI Agent to another AI Agent. If warm transferring is turned on with one AI Agent transferring to another, can result in looping issues on calls.

Please review [Preventing Infinite Call Forwarding Loops with AI VoiceAssist](https://kb.mspprocess.com/msp-process/ai-service-desk/ai-voiceassist/preventing-infinite-call-forwarding-loops-with-ai-voiceassist.md) if you are experiencing this issue.

Options:

1. **Disabled:**
2. AI agent never transfers the call, regardless of the issue, whether the caller is angry, or whether the caller asks for a live agent.
3. **Transfer to a Specific Number Options:**
4. **Default Call Transfer Phone Number**
5. This is the phone number that AIVA will default to for transfers.

![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/60b01303ec21.png?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=96ae9d91c0095f6c5454155024baea8a)

1. **Warm Transfer**
2. AI agent tells the technician who picks up who the caller is, the issue they're experiencing, and the associated Ticket ID.

![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/3c5b5775ba7e.png?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=37acac00712ec2b14ef60f870b811fcd)

1. **Keyword-Triggered Call Routing**
2. This allows the ability to specify routing for calls based on need (e.g., transfer to a set number for all billing inquiries).

![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/4e87697338d4.png?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=88e4d0f7d953b3c46fca7b8897d65c50)

1. **CallerID of Transferred Calls**
2. This will configure what the technician sees when the AI agent transfers the call: the caller's own number, or the AI agent phone number.

![](https://mintcdn.com/triggr/o9r5jEtjdR2oUtiW/images/msp-process-kb/cbedac94b7c5.png?fit=max\&auto=format\&n=o9r5jEtjdR2oUtiW\&q=85\&s=7aaad3306bc641f245901dda8205da77)

1. **Transfer to the On-Call Technician Options:**
2. **On-Call Technician Phone Number/Group**
3. The technician or group AIVA transfers to.

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/974142e22022.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=dd2f2d3df3e7e1fda2a36d8b62da2480)

1. **Warm Transfer**
2. AI agent tells the technician who picks up who the caller is, the issue they're experiencing, and the associated Ticket ID.
3. **Keyword-Triggered Call Routing**
4. This allows the ability to specify routing for calls based on need (e.g., transfer to a set number for all billing inquiries).
5. **CallerID of Transferred Calls**
6. This will configure what the technician sees when the AI agent transfers the call: the caller's own number, or the AI agent phone number.

### **Where Should Results Go**

Here you will choose whether a ticket is created at the end of the call, or the call transcript is sent to an email address.

![](https://mintcdn.com/triggr/o9r5jEtjdR2oUtiW/images/msp-process-kb/b9511f791069.png?fit=max\&auto=format\&n=o9r5jEtjdR2oUtiW\&q=85\&s=00c4d0abe8c4d3321913d408eabafdc0)

###

### **PSA Integration**

This is where you will choose the PSA your voice agent uses to search for caller information.

![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/2950109f87d6.png?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=6c3794d2368401f282b76a8fd256d978)

### **Ticket Properties**

This setting will allow you to pick a **Ticket Default**, which controls the properties of tickets created in your PSA (Board/Queue, Priority, Source, and more).

Ticket Defaults are configurable from **AI Service Desk > Ticketing > Ticket Properties**.

![](https://mintcdn.com/triggr/o9r5jEtjdR2oUtiW/images/msp-process-kb/b6a8fde42f4c.png?fit=max\&auto=format\&n=o9r5jEtjdR2oUtiW\&q=85\&s=b89a1b3f1af0dd4a2b5dfcb6ed35f23a)

### **Save Call Recording As**

This options will allow you to determine whether the call transcript is saved as an **Internal** note (staff only) or an **External** note (visible to your customers) on tickets.

![](https://mintcdn.com/triggr/dXDzJtUmPBaHtkPV/images/msp-process-kb/fe9ebf64f9d4.png?fit=max\&auto=format\&n=dXDzJtUmPBaHtkPV\&q=85\&s=51518da1005bd388fa297b97b28f13b2)

## Tools

### **End-user Verification**

This will control whether AIVA verifies the caller's identity. Verification can use Microsoft Authenticator, Duo, or a link sent by text message.

There are three verification options:

1. Verify the caller on every call.
2. Verify the caller before transferring to a live agent.
3. Verify the caller if they are asking about an existing ticket.

![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/0517cceab5b8.png?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=abec112df2f094799db572b895ab9258)

### **Fuzzy Contact Matching**

Lets the voice agent collect information to determine who is calling when the number is a shared line (like an office line) or doesn't match a contact in your PSA.

![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/3753315b727b.png?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=7e6621637dfda9e3581ae0801331460c)

### **Ticket Triage**

Supported on Autotask, ConnectWise, and Halo PSA.

When enabled, AIVA analyzes what the call was about after it completes, then modifies the **Priority**, **Ticket Type**, and **Ticket** **Sub**-**Type** when applicable.

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/8ca00246ddb4.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=72fa49ec0280d4831d30b6bf0312874c)

### **Transcribing the Post-Transfer Call**

When this feature is toggled on, it will transcribes the call between the caller and your technician after a transfer.

![](https://mintcdn.com/triggr/dXDzJtUmPBaHtkPV/images/msp-process-kb/fefade9ffb61.png?fit=max\&auto=format\&n=dXDzJtUmPBaHtkPV\&q=85\&s=71a7627658d08e2127822dc14e9e03fb)

### **Auto Time Entry**

Add a transcription as a Time Entry (available only when calls result in tickets being created and the call is transferred to a technician). Configurable per agent so you can decide where it fits your billing and workflow.

When toggled on, it automatically posts a time entry on the ticket with the call duration after post-transfer transcription. Toggle it off for cases where the time entry is billed elsewhere, billed differently, or where customers prefer manual entries.

![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/9f91bf14fa1e.png?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=899e4dabb59597a09dcb600966dab3d2)

## How AIVA Sentiment Levels Are Determined and Displayed

### How the sentiment read is generated

After a call ends, AIVA produces a **sentiment block** for that call. It reads the full written transcript of the conversation — it does **not** listen to the audio, it reads the text of what was said — and from that text it writes a short note on how the caller seemed to feel during the call.

###

### What the sentiment block includes

1. **Overall read** — a single label: **Positive**, **Neutral**, or **Negative**.
2. **Anger level (0–5)** — how upset the caller got at the most heated point of the call:
3. **0** — no frustration at all
4. **1** — mild impatience
5. **3** — clearly upset
6. **5** — hostile or explosive
7. **Happiness level (0–5)** — how pleased the caller got at the best point of the call:
8. **0** — flat or neutral throughout
9. **1** — a brief thanks or subtle warmth
10. **3** — clearly pleased
11. **5** — delighted

###

### How the scores work

The two scores are **independent**, and each is rated at its **peak**. A call can start angry and end happy after the problem gets fixed, and both peaks are captured. The write-up also notes the **evidence** it used: word choice, interruptions, thanks or praise, and whether the caller's mood **improved, worsened, or stayed the same** over the course of the call.

###

### How to use it

This read is automatic and is there to help your team spot calls worth a second look. This is **not** a final judgment on the caller.

We recommend reading the actual conversation before acting on any one score.

If you should experience an issues or have any questions, please reach out to our support. You can view different ways to reach out [here](https://kb.mspprocess.com/msp-process/how-to-articles/how-to-contact-support.md).


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