Virtual receptionist services for IT & MSPs

AssistBPO's virtual receptionist services for IT providers and MSPs put a named receptionist on your support and sales lines who answers in your company name, creates the ticket in ConnectWise, Autotask, Zendesk or Freshdesk while the caller is still talking, and knows the difference between a printer question and a site-wide outage.

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This page IT & MSPs Virtual receptionist services

How does a virtual receptionist work for IT & MSP?

When engineers answer the main line, tickets get logged late or not at all and the engineer loses the thread of whatever they were fixing. When the line goes to voicemail, the client calls the owner's mobile. Your AssistBPO receptionist works your hours with a softphone on your existing RingCentral, Dialpad or Teams number, greets from your script, looks up the caller's company and contact in the PSA, captures the issue in the words the caller uses, sets the initial priority from your triage phrases and warm-transfers outages to dispatch. Vendor and sales calls are screened away from engineers, and every message posts to the ticket or the account record. A trained backup covers breaks and leave.

What tasks does a virtual receptionist cover for IT companies and MSPs?

  • Answer the support line in your company name and identify the caller's company and site
  • Create the ticket in the PSA during the call with contact, configuration and description
  • Set initial priority from your triage phrases and flag possible outages to dispatch
  • Warm-transfer critical calls to the dispatcher or on-duty engineer
  • Give callers their ticket number and the expected next contact
  • Screen vendor, recruiter and sales calls away from the technical team
  • Route sales and quote inquiries to the account manager with notes
  • Clear voicemail each morning and confirm every message has a ticket

The KPI that matters here

Answer rate within 20 seconds on the support line and the share of calls that end with a ticket created before the caller hangs up.

What rules does a virtual receptionist follow for IT & MSP?

  1. HIPAA for MSPs serving healthcare clients. Where your clients are covered entities, our technicians work as part of your business associate obligations under HIPAA, enforced by the HHS Office for Civil Rights: HIPAA-trained staff, a BAA, minimum-necessary access and no protected health information stored outside the client's systems.
  2. Least privilege and client tenant access. Technicians hold only the roles you assign in each client tenant, RMM and PSA, with MFA on every login and no global administrator rights unless your change process approves it. Access is logged and revoked the same day a technician leaves a desk.
  3. Call recording and data protection rules. Support calls carry a recording notice in two-party consent states such as California (Penal Code 632). For UK, Canadian and Australian MSPs, end-user data is handled under UK GDPR (ICO), PIPEDA (Office of the Privacy Commissioner) and the Privacy Act 1988 (OAIC).
  4. TCPA for outbound sales calls. Any outbound prospecting by phone, text or email runs with lawful consent and do-not-call scrubbing under the FCC's TCPA rules and the FTC's CAN-SPAM Act, with PECR, CASL and Do Not Call Register rules applied in the UK, Canada and Australia.

IT & MSP software we work in

Also in use

  • ConnectWise PSA
  • Datto Autotask
  • IT Glue

See all 80 tools we work in

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Frequently asked questions

Can the receptionist tell an outage from a routine request?

Yes, from the triage phrases and questions you give us: how many users are affected, is a whole site down, can they reach the internet, is this a server or a single machine. The receptionist does not diagnose; they classify and escalate. Anything that matches your outage criteria is warm-transferred to dispatch or the on-duty engineer immediately, with the ticket already open. Everything else is ticketed with the right priority for the queue.

Which phone systems can the receptionist answer on?

Any system that supports a softphone or call forwarding: RingCentral, Dialpad, 3CX, Microsoft Teams Phone, 8x8, Aircall and Zoom Phone are common on our MSP desks. We connect to your existing number, so nothing published changes, and your call recording and reporting stay in your system. The receptionist also monitors the support chat or a Teams channel if you route requests there.

Does the receptionist handle our sales line as well as support?

Yes, on the same desk or a separate number. Sales inquiries are greeted from a different script, qualified with 4 or 5 questions you choose (company size, current provider, timeline, what prompted the call), logged in HubSpot or your PSA's CRM and warm-transferred or booked with the account manager. Vendor pitches and recruiter calls are screened and logged so nobody on your technical team is interrupted by them.

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