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A client is a company you manage IT for. Each client gets its own dedicated AI agent that picks up tickets from your PSA, runs against the client’s Microsoft 365 tenant and runbooks, and handles IT requests on their behalf. Employees interact with the agent through your normal channels: a PSA ticket, a call to your helpdesk number, or (where you’ve connected one) a chat in Slack or Teams. They never see Rallied itself.
The Clients list showing several client companies and their agent status

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Creating a client

1

Open your Clients list

Open your MSP in Rallied. You’ll see a list of all your existing clients.
2

Click New Client

Click the New Client button. Enter the client’s name (displayed in Rallied) and a slug (a short, lowercase identifier used internally, e.g. acme-corp). The slug must be unique across your clients and can only contain lowercase letters, numbers, and hyphens.
3

Save

Click Create. The agent is provisioned automatically in the background; you don’t need to trigger anything.

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The client detail view

Click any client’s name to open its detail page. The detail view is organized into tabs:
A client's detail page with its tabs and overview

Overview

Operating mode, agent status, and client management actions including delete.

Integrations

Connect and manage third-party tools the agent can use for this client. Tool policies for each integration live on the integration’s detail page.

Activity

A full audit log of every tool call the agent has made.

Prompt

Client-specific prompt instructions layered on top of your MSP prompt.

Diagnostics

Agent container health, logs, and resource usage for troubleshooting.
There is no top-level Policies or Sessions tab. Tool policies are configured per integration: open the integration from the Integrations tab. Conversation transcripts appear in the Activity log alongside tool calls.

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Client status

Two status fields appear on the Overview tab: When you create a client or update its integrations, the status moves through transitional states (creating → provisioning → active) while the agent is being set up. The page refreshes every 5 seconds, so status updates appear on their own. If Deploy status shows an error, the error message appears below the badge so you can see what went wrong.
“Provisioning” means the system is setting up the agent container on your MSP’s server. This usually takes under a minute and you don’t need to do anything.

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Operating mode

Each client can run in one of three modes, configurable from the Overview tab:
The agent reads the request, analyzes it, and writes its plan as an internal note on the ticket, then stops. It never executes any actions. Use this when you want to evaluate the agent’s judgment without it making changes.
To change a client’s mode, click the corresponding button on the Overview tab. The change takes effect on the next request the agent handles.

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Grouping clients into a workspace

The same company often lives in more than one of your systems: a record in your PSA, another in your RMM, maybe a third in a documentation tool, each with its own ID. By default Rallied creates one client row per source, which clutters your list with duplicates and, worse, means the agent can act on the wrong record when the systems disagree on the company’s name. A workspace groups those rows into a single client. One member becomes the primary: its agent, prompt, and settings handle every ticket, no matter which system the ticket came from. The other members keep their own identifiers so the agent can still reach the right record in each system.
Rallied picks the primary for you: a ticketing (PSA) member wins over an RMM member, which wins over any other source. Ties go to whichever member was created first. There’s no manual override.

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Group clients together

1

Select the clients

In your Clients list, tick the checkbox on each row you want to group. All of them must be standalone clients, not ones already in a workspace.
Three duplicate client rows (the same company synced from Hudu and ConnectWise, Microsoft 365, and Pax8) selected, with the "Group as one workspace" action bar at the bottom of the list
2

Group them

Click Group as one workspace in the action bar at the bottom of the list. A dialog shows the members you selected; give the workspace a name and click Group clients.
The grouping dialog with a workspace name field and the selected members listed below it
3

Done

The selected rows collapse into a single row under the primary’s identity, marked with a group icon. The Sources column shows a logo for each system the workspace’s members came from.
The Clients list after grouping: one workspace row, with a source logo for every connected system, where there used to be three duplicates
To add another client later, select the workspace row and one or more standalone rows, then click Add to <workspace name> in the action bar.

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Edit or dissolve a workspace

Open the workspace from the Clients list and go to the Overview tab. The Workspace section lists each member, tags the primary with a PRIMARY badge, and shows the member’s identifier in each system it came from.
A workspace's Overview tab showing the Workspace section with all three members, their identifiers in ConnectWise, Hudu, Microsoft 365, and Pax8, and the Dissolve workspace action
To remove a member, click the remove icon next to it. That client goes back to the list as a standalone row. To undo the grouping entirely, click Dissolve workspace at the top of the section and confirm; every member goes back to standalone. Neither action deletes a client.
Each member keeps its own Active toggle, but activating any of them counts as one active client, so grouping never increases your bill.

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What the agent sees

When the agent picks up a ticket for a grouped client, it gets the full list of the client’s identifiers: each member’s system, ID, and company name exactly as that system spells it. The agent treats this list as the only valid mapping between systems, so it can find the right company in your RMM even when the ticket named it differently in your PSA.

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Deleting a client

On the Overview tab, click Delete Client at the bottom of the page. You’ll be asked to type the client’s name to confirm. Deleting a client permanently removes the agent, revokes all credentials, and cannot be undone.