This is CloudRadial ChatAI from the end user's side — what the person at your client's business sees and does when they need help. Setup for each channel lives in its own article, linked at the end.
- Where Clients Start
- Being Recognized
- What a Conversation Feels Like
- Getting to a Person
- The Same Flow on Every Channel
- Related Articles
Where Clients Start
A client can begin a conversation from any Client Channel you have deployed.
| Channel | What the client uses |
|---|---|
| CloudRadial UCP | Chat built into the client portal they already sign into |
| Microsoft Teams | A ChatAI app in their own Teams, alongside their coworker chats |
| Slack | A ChatAI app in their Slack workspace |
| Web | A chat widget on your website or support page |
| SMS | A text to your support number, on Pro and up |
Deploy as many as you like. Many MSPs run chat inside UCP and also offer Teams or Slack for clients who would rather stay in their collaboration tools.
Being Recognized
Before a conversation starts, ChatAI matches the client to a contact in your PSA.
- UCP, Teams and Slack — the client is already signed in, so ChatAI verifies them against your PSA contacts automatically
- Web — ChatAI asks for an email address or phone number and confirms the contact exists in your PSA before continuing
- SMS — the phone number is already known, so ChatAI checks that against your PSA contacts
This is not a login. The question is whether the client is known to your PSA, so that the ticket lands against the right person and the right company without anyone creating an account.
What a Conversation Feels Like
To the client it is just a chat. They describe their issue, and the conversation responds.
Behind it there is always a Dialog guiding the exchange. On Starter, that is a structured set of menus and questions. On Pro and up, the AI Responder makes the same Dialog feel like a conversation: the client types freely, and ChatAI works out what they mean, asks the follow-ups, and pulls together a summary. Either way the result is a ticket in your PSA with the conversation attached.
Getting to a Person
When a client needs a human, they reach Live Chat.
- They ask for a person, or ChatAI offers, and it confirms they are in the queue. They can carry on working while they wait
- When a technician picks up, the client sees them join and talks to them directly
- They can send screenshots, files and descriptions in the same conversation
What the client does not see is anything the technician is doing behind the scenes — reading the history, updating the ticket, running commands. To them it reads as one clean conversation with their support team.
The Same Flow on Every Channel
The platforms look different. Teams has its own interface, the web widget floats in the corner of a page, SMS is plain text. The flow underneath is the same on all of them, and because ChatAI bridges channels, a client on SMS or Teams can be helped by a technician working somewhere else entirely without ever knowing it.
Related Articles
- CloudRadial ChatAI Overview — how the whole system fits together
- The Technician Experience — the other side of the same conversation
- Understanding Channels — Client Channels and Service Channels
- Embedding the Web Widget · Deploying Teams for Clients · Chat in CloudRadial UCP
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