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AI receptionist for IT service providers
For IT shops whose clients call when the server will not boot at 7 a.m.
A dental office opens and none of the computers can reach the network. The office manager calls your support line before your first tech is in. Tactly gets it to the on-call engineer.
- TactlyIronbridge Technology Services, I'm the virtual assistant and this call may be recorded. What's going on today?
- CallerThis is Hannah at Fairmont Family Dental. Nobody here can get on the network and patients are arriving.
- TactlyI'm sorry, Hannah. An office-wide outage goes straight to our on-call engineer. Please stay on the line while I connect you.
- Transferred to On-Call
- Call details sent to webhook
Can an AI receptionist work for IT service providers?
Tactly is an AI receptionist for IT support companies and managed service providers. It answers in your company's name, asks who is calling, which client they are with and what is broken, and transfers outage calls to a named on-call number during the hours you set. Routine issues become detailed messages. It does not open tickets in your system, but each finished call can be sent to Zapier or a webhook, and every call is emailed with the transcript.
The problem
Missed calls are missed work.
When a client's systems go down, their whole office stops and every minute feels long. If your line goes to voicemail, they assume nobody is coming, and the frustration lands on you at renewal time even if the fix was quick.
At the same time, techs cannot do focused work while answering password resets. A small MSP needs someone to take the routine calls cleanly and push the true outages straight to the person on call. Tactly does that sorting on every call.
Calls it handles
The calls IT service providers get every day.
Something is down
When a caller reports an outage, Tactly transfers them to your On-Call number by name, following the rules you wrote.
Routine support requests
Password resets, new user setups and printer problems are taken as messages with the client name, user and issue.
Prospects shopping for support
It asks about headcount, locations and current setup, then books an assessment call with your sales lead.
Is my ticket being worked?
It cannot see your ticketing system. It records the question and the caller's details for your service desk.
Setup tips
What to put in your notes.
Tactly answers only from what you tell it. These are the lines that matter most for IT service providers.
- Write what counts as an outage for your clients, such as a whole office offline, so only those calls go to the On-Call number.
- List your managed clients by name so Tactly can recognise them and note which client a caller belongs to.
- Connect a webhook or Zapier if you want call details passed on to your ticketing tool or team chat after each call.
Plans for IT service providers
Starter
$49/mo
For a solo owner who mostly needs the missed calls covered.
- 100 AI-answered minutes a month
- Then $0.35 a minute
- Every feature included
- Most popular
Pro
$99/mo
For a busy shop that wants nights, weekends and lunch rushes handled.
- 250 AI-answered minutes a month
- Then $0.29 a minute
- Every feature included
Growth
$199/mo
For a team that sends a large share of its calls to the receptionist.
- 600 AI-answered minutes a month
- Then $0.25 a minute
- Every feature included
FAQ
Questions, answered
Does Tactly create tickets in our PSA?
No. It is not connected to your ticketing software. Each finished call can be sent to Zapier or a webhook, which you can use to pass details on.
Can it reach our on-call tech at night?
Transfers happen during the hours you set. If your on-call window covers nights, add those hours and name the On-Call number.
Will it try to fix the problem itself?
No. It does not troubleshoot. It can share simple steps you wrote, such as restarting a router, and then routes or records the call.
Can unknown callers get through to a tech?
Only if your notes say so. Many providers transfer outages for known clients only and take messages from everyone else.
Business services
Related industries
Stop sending callers to voicemail.
Set up your receptionist, make a free test call from your own phone, and switch it on when it sounds right.