The 8:50 a.m. “nobody can log in” call. Sell every IT shop the answer, under your name.
At 8:50 the techs are at clients; the locked-out office calls the next shop. Your voice AI agent answers under your name and gets the on-call tech on the line.
Emil Takahashi - 120 briefed, on the line
A day on Redbird’s line.
Every call an IT shop can’t afford to miss, answered under your name.
- 8:50AMSee this call ↓
“Nobody can log in.”
Techs on site, line to voicemail. The office manager calls the next shop.
Your agentAn office locked out or a server down is a warm transfer to the on-call tech, briefed first. He opens the ticket from the summary.
Bring it upWhen the owner says the helpdesk line is his own cell phone.
- 11:05AM
“Our IT guy quit.”
She calls three shops before lunch. The first that answers gets the assessment.
Your agentAsks how many people, how many locations, what keeps breaking, then books a Network Assessment on the shop’s Cal.com calendar. Pricing stays with the owner.
Bring it upWhen the owner says new work only comes from referrals.
- 1:15PM
“Can you look at my laptop?”
The bench tech is also the counter. Every call pulls him off a repair.
Your agentAnswers the diagnostic fee and drop-off hours, and books a Drop-off Diagnostic on the shop’s Cal.com calendar. “Is it ready?” goes to the Bench queue.
Bring it upWhen the bench tech answers the phone with a screwdriver in hand.
Three calls Redbird would have lost, answered under your name. On its September minutes, a day on its line is about 25 minutes: $11.25 at $0.45 a minute, on top of $99 a month.
What callers hear.
A printing company’s office manager, eight people locked out, calls Redbird IT & Repair at ten to nine. Its agent comes from Halyard Telecom, a NetSapiens service provider.
- 8:50 AM
Greer answers under Redbird’s number.
The techs are out by 8:30, so the no-answer rule points the line at Greer’s extension, 40000.
- 8:51 AM
It briefs the on-call tech, then connects.
A warm transfer through Halyard’s PBX: Emil hears who is calling and why before the call connects.
- 9:15 AM
In the inbox, ready for the ticket.
Recording, transcript and summary, marked transferred, in Redbird’s inbox inside Halyard’s portal; Emil opens the ticket from it.
Greer’s call for Redbird IT & Repair, as Halyard Telecom’s customer sees it in the inbox: the recording, the transcript with the tools it ran, and its summary. A caller reached Redbird IT & Repair and Greer moved to the Outage scenario. Greer warm-transferred the call to Emil Takahashi (extension 120).
IT owners trust what they have tried. Let the owner break it in the test panel first, playing the client who can’t log in; one click reverts any change.
What you could charge.
The recommended price is $99 a month plus $0.35 to $0.55 a minute, and you set your own. Here is what Redbird would pay, with its September minutes.
The recommended price
$99 a month, plus $0.35 to $0.55 a minute.
You set your own.
Each shop pays you $441 a month ($99 + 760 min × $0.45)
At the recommended price, that is $3,650 to $5,170 a month.
Sell it your way: per minute, with minutes included, or flat. The price your customers see is yours.
Integrations that matter for IT services.
What the agent connects to today. More on the way.
Cal.com
Bookings on the shop’s calendar during the call: Drop-off Diagnostic, 15 minutes, and Network Assessment, 30 minutes.
Your NetSapiens PBX
Deployed in three clicks on its own extension and number. Warm transfers to the on-call tech, with a briefing first.
We set up the warm-transfer trunk. Dial-by-name needs Announce in Audio Directory on.
ConnectWise
Connects to the shop’s ConnectWise account. It doesn’t create or read tickets; the tech opens the ticket from the summary.
The shop connects its own ConnectWise account.
Texting, through your Bandwidth account
Drop-off and assessment confirmations by text from the shop’s own number; message-taken alerts to the helpdesk by email or text.
Your own Bandwidth messaging account, with a number per shop.
Questions providers ask about IT shops.
Short, true answers. The agent answers most of them itself on a call.
The shop writes what counts as an outage. For an office locked out or a server down, a warm transfer to the on-call tech, briefed first; if he can’t take it, the agent takes a message and alerts the shop.
No. The tech opens the ticket from the call summary. For a shop on ConnectWise, it connects to the account but doesn’t create or read tickets there. Other PSA software isn’t connected today; any MCP server can be attached.
No. It doesn’t reset passwords or touch a client’s systems. It takes a message (name, company, what they’re locked out of); the alert reaches the helpdesk at once. The shop’s script can tell it never to take a password.
Only for the calls you point at it. It drops into your existing answering rules: send it after hours or when the techs are busy, and everything else rings as before. Hours, IVR and voicemail stay in the PBX.
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