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The voice agent answers your helpdesk phone, captures what the caller needs, and drops a fully-formed ticket into your PSA, so your team wakes up to a ticket with the caller identified and the issue written up, instead of a voicemail. Use it as an after-hours line, an overflow line, or your primary helpdesk number. Point your existing PBX at the Rallied number and forward calls to it.

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What callers experience

  1. They call your helpdesk number and hear the greeting you configured (identify as AI so callers know what to expect).
  2. The agent takes down the details: name, company, and what’s going on.
  3. The caller is matched to your client and contact list so the ticket lands on the right account.
  4. A ticket is created in your PSA using the defaults you set on the Voice tab, so your technicians pick up the work with full context.
  5. The call is logged (status, duration, transcript, and recording) whether or not the ticket created cleanly, so you can always audit what happened.
Call history is preserved even if the voice agent is later disabled or its phone number is released. Disabling stops new calls; it does not erase the audit trail.

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Enabling the voice agent

Open an MSP’s detail page and click the Voice tab. Then:
1

Click Enable

Rallied provisions a phone number for your MSP. This usually takes a few seconds. Once ready, the new phone number appears next to the ON badge.
2

Configure defaults on the Settings sub-tab

Set the greeting and PSA defaults (board, status, company, contact) used when the caller can’t be auto-matched. See Settings below.
3

Forward your helpdesk line

In your PBX or carrier console, forward the helpdesk number you advertise to the new Rallied number. Test with a single call before pointing production traffic at it.
To turn the agent off, click the toggle next to ON and confirm. Disabling releases the phone number and drops the configuration. Call history is retained.

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Settings

The Settings sub-tab on the Voice tab controls how the agent behaves on every call.
Voice agent settings showing the greeting, PSA defaults, and transcription options
Defaults apply only when caller matching falls through. If the agent identifies the caller’s company and contact from the inbound number or the conversation, those values override the defaults on the resulting ticket.
The Default Contact dropdown is a search-as-you-type field. Start typing a name and Rallied looks up contacts live from your PSA against the company you’ve selected. Works the same across ConnectWise, HaloPSA, and Autotask.

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How the caller gets matched to your PSA

The agent attaches each call to a client using three checks, in order:
  1. Phone number. If the inbound caller ID matches a contact’s phone number in your PSA, the ticket is attached to that contact’s company.
  2. Company name. If the caller states their company and it exactly matches a company on file, the ticket goes there. Matches are exact on purpose, so tickets never land on the wrong client: a caller saying “Acme” won’t match “Acme Construction”.
  3. Name within company. Once the company is known, the agent tries to match the spoken caller name to a contact in that company.
If all three fall through, the ticket is created against the Default Company and Default Contact you configured. The matched company name is recorded on the call so you can audit every routing decision.

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Call history

The Call history sub-tab lists every call the voice agent has handled, including:
  • Caller — the matched contact name (or the raw caller ID if no match was made)
  • Company — the matched company
  • Started / duration — when the call came in and how long it lasted
  • Urgency — how the agent classified the call (low, normal, high, urgent)
  • Ticket — a link to the PSA ticket the call created, when one was created
Calls appear here whether or not ticket creation succeeded. If the PSA didn’t accept the ticket, the call is still logged so you can follow up manually.

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Which PSA gets the ticket

The voice agent creates the ticket in the first PSA connected on your account, in this order: ConnectWise → HaloPSA → Autotask. If you have more than one PSA connected, the first in the list wins. Choosing a different one isn’t user-configurable yet. Very large MSPs see every board, status, and company in the dropdowns; contact lists are looked up on demand, so the form stays fast even when a client has thousands of contacts.

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Limitations

  • One voice agent per MSP. All clients under that MSP share a single number and a single greeting.
  • Single PSA per call. The agent creates the ticket in one PSA, the first connected of ConnectWise, HaloPSA, or Autotask.
  • Exact company name match. Fuzzy matching is deliberately off to prevent cross-tenant ticket leakage.
  • US-format phone numbers are formatted for display; other formats render as raw E.164.