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CloudRadial ChatAI Overview

Orion Support Bot
  • Updated

Welcome to CloudRadial ChatAI! This article is the front door to the rest of the Overview section: what ChatAI is, how a conversation travels from a client's first message to a ticket in your PSA, and where to read about each part in more detail.

What ChatAI Is

ChatAI is support chat built for MSPs. Your clients ask for help from a channel they already use — Microsoft Teams, Slack, a web widget, SMS, or the CloudRadial portal — and your technicians handle the conversation from Teams, where they already work. In between, ChatAI identifies the client, gathers the details, and writes everything to your PSA.

Every conversation creates or updates a ticket. That is the point of the product: the ticket is where the work is tracked, billed and reported, so ChatAI's job is to make one easy to start and genuinely useful once it lands.

How a Conversation Becomes a Ticket

Whatever channel a conversation starts on, it follows the same path.

  1. A client starts a chat from one of your Client Channels
  2. ChatAI matches them to a contact in your PSA, so the ticket lands against the right person and company
  3. A Dialog runs the conversation and collects the details. On Pro and up, the AI Responder lets the client describe the problem in plain language and asks the follow-ups
  4. A ticket is created or updated in your PSA, with the conversation attached
  5. If the client needs a person, the chat escalates to a technician in your Service Channel
  6. The technician works the ticket from inside the conversation, and the transcript is written back when the chat ends

Steps 5 and 6 are optional. Live Chat is a capability you switch on when you want it — a client can log a complete ticket through ChatAI without anyone ever picking up.

What It Looks Like From Each Side

The rest of this section covers the same system from three points of view:

If you are still running ChatStyle, start with Migrating to CloudRadial ChatAI instead.

Key Benefits

For MSPs

  • Complete tickets. The Dialog gathers the specifics up front, so a ticket arrives with the detail an emailed request usually leaves out
  • No new tool for your team. Technicians work in Teams — the queue, the conversations and the PSA actions are all there
  • AI-assisted intake on Pro. The AI Responder interviews the client, then summarizes what it learned into the ticket
  • Clients on every channel. CloudRadial UCP, Teams, Slack, web, or even SMS, with one team of technicians behind all of them
  • Everything on the record. Transcripts are written back to the PSA ticket

For Clients

  • Ask for help where they already are — no separate portal, no new password
  • Describe the problem in their own words rather than filling in a form
  • Reach a real person when they need one
  • Send screenshots and files in the conversation
  • Carry on working instead of sitting on hold

Available Tiers

  • Starter (free) — two Client Channels, one Service Channel, full PSA integration, Live Chat escalation, and custom branding and white-labelling on every channel except Slack
  • Pro — everything in Starter, plus the AI Responder, additional channels including SMS, per-channel branding, and per-channel ticket routing
  • Enterprise — everything in Pro, plus more channels, the custom Dialog Builder, and multi-PSA support

Want to learn more? Click here to see more details on Chat pricing. 

Getting Started

  1. Create your account and run the onboarding wizard
  2. Connect your PSA in Settings > Connectors
  3. Set your ticket defaults — board, status, type, source and priority
  4. Deploy your first Client Channel
  5. Set up a Service Channel, if you want your team to take Live Chats
Next Article: The Client Experience →
 

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