Introducing the ConnectWise Manage Pod: AI That Lives Where Your Engineers Already Work
No more context switching. No more separate applications. Our Engineer Assist solution now runs as a native pod directly inside ConnectWise Manage.
Today we're announcing the general availability of our integrated Engineer Assist solution as a native pod within ConnectWise Manage. This is AI that lives exactly where your engineers already work—directly inside their ticketing system.
What This Means for Your Engineers
- AI assistance without leaving ConnectWise Manage
- Zero context switching between applications
- Instant access to AI-powered insights on every ticket
- Full deployment in less than one week
Meeting Engineers Where They Are
The biggest barrier to AI adoption isn't the technology—it's the workflow disruption. Every time an engineer has to open a separate application, copy ticket details, and context-switch, you lose efficiency. The friction adds up, and adoption suffers.
The ConnectWise Manage Pod eliminates this friction entirely. It's a true add-in that functions natively within ConnectWise Manage, appearing as a pod that engineers can dock wherever they prefer in their interface. No separate login. No copying and pasting. Just AI assistance that's always there when they need it.
A Feature-Rich AI Assistant
The pod isn't just a chatbot bolted onto your PSA. It's a comprehensive AI assistant with deep integration into your ticketing workflow:
Intelligent Ticket Analysis
The moment an engineer opens a ticket, the pod analyzes the issue and provides:
- • Root cause identification
- • Sentiment assessment
- • Priority recommendations
- • Similar historical tickets
Proactive Escalation & Screen Pops
The AI proactively surfaces critical information:
- • Revenue leakage opportunities
- • Recurring event patterns
- • Multi-user outages
- • VIP client issues requiring attention
Enterprise Search Across Everything
Search your entire knowledge ecosystem without leaving the ticket:
- • IT Glue documentation
- • SharePoint files
- • Confluence pages
- • Historical ticket resolutions
Ask AI
Natural language queries against your organizational knowledge:
- • "How did we fix this issue last time?"
- • "What's this client's network configuration?"
- • "Show me similar tickets from the past month"
- • Context-aware answers, not generic responses
Skills Analysis & Response Quality
One of the most powerful features of the pod is its ability to analyze and improve engineer performance:
Continuous Improvement Engine
- Response Grading: AI evaluates proposed customer communications before they're sent, suggesting improvements
- Skill Gap Identification: Patterns emerge showing where additional training would be valuable
- Best Practice Reinforcement: Consistent quality across your entire team
Workflow Actions Within the Ticket
The pod doesn't just provide information—it takes action. Engineers can complete common tasks without leaving the ticket interface:
Generate Customer Communications
Create Time Entries
Log Expenses
Update Status & Category
Capture Resolution Notes
Link Related Tickets
The Bigger Picture
Individual features are valuable, but the real power comes from the compound effect. When AI assistance is always present—analyzing every ticket, surfacing relevant knowledge, catching revenue opportunities, and improving response quality—the benefits multiply:
Resolution times
Documentation
Quality
Revenue
Getting Started
The ConnectWise Manage Pod is available now for all xop.ai customers. If you're already using our platform, contact your success manager to enable the pod. New customers can be fully deployed in less than one week.
This is AI that finally makes sense for how MSP engineers actually work—not a separate tool to learn, but intelligence embedded directly into the workflow they already know.
Ready to See the Pod in Action?
Schedule a demo to see how the ConnectWise Manage Pod can transform your engineers' workflow.