IT Answering Service and Virtual Receptionist for MSPs
Let engineers work while Frontly takes support calls
Capture the client, the issue and its impact before an engineer picks up. Keep support calls covered during busy periods and after hours.
HEAR IT FOR YOURSELF
Hear an IT support request being captured
Describe a support problem and who it affects. Hear the questions Frontly asks before the handoff.
- Frontly
Thanks for calling. This is the AI receptionist. How can I help?
- Caller
Our office cannot access email.
- Frontly
Which company and site are you calling from, and how many people are affected?
- Caller
Northside office, all six of us.
- Frontly
I will capture that for support. What is your name and best callback number?
- Caller
Alex, on the number I am calling from.
- Frontly
Thanks Alex. I have captured your request and callback details for the team.
- Name
- Example caller
- Type
- Request captured for the team
- Time
- Callback requested
- Escalated
- No
Thanks for calling, Example caller. Take care. Goodbye.
Your script, your appointment types and your escalation rules are yours to set in the visual builder.
The short answer
What is Frontly's IT answering service for MSPs?
Frontly is an AI answering service and virtual receptionist for IT service providers and MSPs. It captures support requests, asks about the impact and follows your priority and handoff rules. Engineers receive the caller's context while your service desk keeps new calls moving.
THE CALLS FRONTLY HANDLES FOR YOU
Let engineers work while Frontly takes support calls
Capture the client, the issue and its impact before an engineer picks up. Keep support calls covered during busy periods and after hours.
Get the details before an engineer calls back
Frontly asks the intake questions your service desk uses.
- Which client and site?
- What stopped working and when?
- Who is affected and how can they be reached?
Route urgent calls by your support rules
You decide which requests reach the on-call engineer and what becomes a message.
- Your priority questions
- Your chosen escalation contacts
- A spoken briefing before transfer
Follow up without interrupting another fix
Frontly calls users from your follow-up list and records their response.
- Did the fix resolve the issue?
- Does the user need another callback?
- Can planned maintenance go ahead?
INTEGRATIONS
Keep your calls connected to your software
Find your system, check its connection status and discuss the booking, intake or follow-up actions your team needs.
Integrations support Frontly's reception and caller follow-up workflows. Available actions depend on the connected software and your setup.
Not on the list, or need a specific workflow? Tell us what you use and what you'd like Frontly to handle. We'll check what's possible.
FAQ
Frequently Asked Questions
Find your platform in the IT integrations. We will check which ticket details and actions your calls need; a connection does not imply every ticket operation is supported.
Your team sets the questions, priority rules and escalation contacts. Frontly gathers the caller's answers and follows those rules for the next step.
Yes. Cover after hours, overflow or everyday reception. Your service desk can keep handling the calls and support work that need an engineer.
Frontly can answer from your approved support information. Actions in your systems depend on the connection and scope you approve; requests needing an engineer are handed over with context.
Yes. You can forward your existing number to Frontly, keeping the number callers know. Your team can keep taking the calls you choose.
Let engineers work while Frontly takes support calls
Capture the client, the issue and its impact before an engineer picks up. Keep support calls covered during busy periods and after hours.