This is CloudRadial ChatAI from the technician's side — what your team sees and does from the moment a Live Chat arrives to the moment the ticket is updated and the chat ends. Technicians do not learn a new tool for any of it: they work in Microsoft Teams, and ChatAI shows up there as a queue, a set of notifications and a group chat.
- Where You Work
- When a Chat Comes In
- The Group Chat
- Working the Ticket From the TicketCard
- Talking to the Bot
- Day to Day
- Related Articles
Where You Work
If you are a member of the Team your MSP designated as its Service Channel, you are an operator. ChatAI routes Live Chat requests to you there and responds to your commands there.
Set your own availability from the Chat Settings tab in that channel: available when you are ready for chats, unavailable when you are not.
When a Chat Comes In
- ChatAI posts a Chat Request Card to your Service Channel with the ticket subject, the client's name, email and company, the priority and status, and a summary of what has been collected so far
- The card waits in the channel. Any available operator clicks Join Live Chat to take it
- ChatAI opens a group chat between you, the client and the bot. The client sees that you have joined and can talk to you directly. By default the PSA ticket is assigned to whoever picked it up
Until an operator joins, the client only sees that they are waiting.
The group chat opens in your Teams sidebar, named for your client and the ticket number — it does not continue in the Service Channel. The channel is the queue; the sidebar chat is the conversation. Technicians who expect to carry on typing in the channel get no response and conclude something is broken, so it is worth saying out loud when you brief your team.
The Group Chat
Live Chat is a standard Teams group chat with three participants, and each of them sees something different.
- The client sees a conversation with their support team, and can send text, screenshots and files. They never see your bot activity
- You see all of it, including everything the client told the Dialog before escalating, so you do not have to ask them to describe the problem again
- The bot handles the plumbing — updating the PSA and responding to your commands
Because you arrive with the full history, your first move is usually to act rather than to interview.
Working the Ticket From the TicketCard
Once you are in a Live Chat, ChatAI shows you a TicketCard, visible only to you. It carries a ticket summary and the buttons to work the ticket without leaving the conversation.
| Button | What it does |
|---|---|
| View Ticket | Opens the ticket in your PSA |
| Update Status | Changes the ticket status |
| Change Priority | Changes the ticket priority |
| Add Notes | Appends a note to the ticket |
| View Transcript | Opens the full conversation transcript |
| End Chat | Ends the Live Chat session |
Those changes land in your PSA directly. There is no second window to keep open.
Talking to the Bot
There are two ways, and the difference is whether the bot can tell you are addressing it.
- In a 1:1 DM with the bot, every message is for it and no @-mention is needed. Many operators pin the bot and keep a DM open for commands
-
In a channel or group chat, the bot only responds when you @-mention it, as in
@BotName /help
If the bot seems unresponsive in a group chat, it is almost always because it was not @-mentioned. Your plain messages go to the client; your bot commands do not.
Day to Day
- Handle several chats at once. Each one is its own group conversation, so while one client's machine restarts you can help someone else
- Bring in a colleague. Add them to the group chat the way you would add anyone to a Teams chat. They arrive with the full transcript and can pick up from there
-
End the chat. Click End Chat on the TicketCard or send
/end. That closes the session and writes the transcript back to the ticket. It does not close the ticket — update the status separately
Related Articles
- CloudRadial ChatAI Overview — how the whole system fits together
- The Client Experience — the other side of the same conversation
- Setting Up Your Teams Service Channel — the admin setup behind the Service Channel
- Live Chat: How It Works · Agent Commands Reference
If you are still having trouble, we're here to help!
Submit a ticket here for assistance, and don't forget to check our status page to ensure there are no outages in your area.
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