Product Launch
Your Service Desk Already Knows. Now Leadership Hears It First.
Assist-X and Voice-X capture every client conversation, AI reads every ticket, and Executive Alerts put the escalation, the at-risk account and the unbilled work in front of leadership the moment it is found: in Teams, on their phone, by email or text.
Matt Ruck · November 14, 2026 · 6 min read
Executive Alerts deliver the moments that matter to MSP leadership as they happen: the escalated ticket, the client at risk, the work about to be given away, the project worth quoting. They work because Assist-X and Voice-X capture every service conversation, AI reads all of it, and your own triggers decide who needs to know.
Leadership does not have to go looking. We deliver it to them the moment we discover it.
- 01
Captured
The engineer works with the client, however they reach you
- Support callsVoice-X transcription
- Calls to the deskVoice-X inbound agent
- EmailClient and engineer threads
- Engineer notesAssist-X, inside the PSA
- End-user chatAgent-XSoon
- 02
Recorded
Whatever the channel, it lands in the ticket
#5127 Third email outage this month
Lakeshore Dental
- 09:14Call transcript, notes approved by the engineer
- 11:02Email from the practice manager
- 11:30Time entry and resolution notes
- 03
Analyzed
AI reads the whole ticket and scores it
- Clarity
- Sentiment
- Empathy
- Acumen
- Cadence
- Disruption
- Age
- Priority
- Chronic
- Skills
- Multi-user
- Response
And watches for
- Account risk
- Escalation
- Revenue leakage
- Revenue opportunity
- Ignored ticket
- 04
Delivered
Leadership hears it where they already are
- Teams alert cardsIn the channel you choose
- Mobile PSA alertsOn their phone
- EmailPer alert, plus a weekly digest
- SMSText message
- Client Health dashboardsBuilt and refreshed daily
Nobody goes looking for it. It arrives the moment it is found.
The problem was never a lack of information
Every MSP owner has had the renewal call that should not have been a surprise. The client had been unhappy for months. The office manager said so on the phone, twice. An engineer promised a callback that never came. Someone spent a weekend on work the agreement never covered.
None of it was hidden. It was in the tickets, the calls and the email threads. It sat on the service desk, while the people who could act on it, the owner, the service manager, the account manager, were in meetings, on calls, and nowhere near the PSA.
The usual fixes are samples, and they arrive late. A satisfaction survey hears from a few percent of users, mostly the furious and the delighted. A quarterly review is filtered by whoever owns the account. A cancellation call is the last word, not an early warning.
Which account is quietly unhappy right now? You find out at renewal, or you find out today.
Step one: capture every conversation
An alert is only as good as the record behind it. Your engineers talk to clients by phone and by email, and soon end users will reach you through Agent-X chat. The channel does not matter. What matters is that the conversation lands in the ticket, complete, in the client's own words.
Assist-X, inside the PSA
Runs in the PSA your engineers already have open, so they actually use it, and it gives them back 45 to 60 minutes a day. Notes are written during the work, time entries are captured instead of reconstructed at five o'clock, and every ticket gets measured.
Voice-X, on the phone
The transcription agent turns an engineer's support call into notes, subject and classification as it happens, through the browser microphone and speaker. The inbound agent answers calls to the desk, identifies the caller and raises the ticket.
The thread between the client and the engineer is part of the ticket, so what the client wrote counts as much as what they said.
Agent-X chat, soon
As end users resolve issues through your branded Agent-X application, those conversations land in the same tickets and feed the same analysis.
Nothing Voice-X writes posts to a ticket until the engineer approves it. The result is something the PSA never had before: a full, consistent record of every service interaction across every account. Not the part someone remembered to type up. All of it.
Step two: AI reads every ticket
That record is what the AI analyzes. It does not sort tickets by keyword. It reads each one the way an experienced service manager would, if they had time to read every ticket, and scores it on twelve attributes: clarity, sentiment, empathy, acumen, cadence, disruption, age, priority, chronic, skills, multi-user and response.
#5127 Third email outage this month
Lakeshore Dental Group
- Clarity8/ 10
- Sentiment5/ 10
- Empathy7/ 10
- Acumen6/ 10
- Cadence3/ 10
- Disruption7/ 10
- Age4/ 10
- Priority10/ 10
- Chronic3/ 10
- Skills6/ 10
- Multi-user–No
- Response6/ 10
Scores are half of it. The other half is what the AI notices in the words: an office manager who says service has been unacceptable and asks for a manager, a client who mentions they are collecting quotes from other providers, an engineer spending hours on an application the agreement excludes, a hiring push that means a project to quote. One real finding read: "27 days without follow-up after promised resolution."
Step three: your triggers put it in front of leadership
This is the step that was missing. The knowledge existed; it waited on a screen until someone thought to look. Executive Alerts close the gap, on rules you set. There are five, each switched on separately:
Ticket Escalated
A person escalates a ticket, or it crosses the escalation threshold you set.
Account Risk
The AI sees a client at risk: a threat to leave, a contract in doubt, a relationship going wrong.
Revenue Leakage
Work is being done outside the client's agreement, caught before it is given away.
Revenue Opportunity
A ticket carries a real sales signal: a new office, a hiring push, hardware past its life.
Ignored Ticket
An assigned ticket goes without an update for longer than you allow, counted in business hours.
Your thresholds
You set the escalation score, the AI confidence for account risk and the hours a ticket may sit. The system works to your standard.
We meet leadership where they are
Owners and service managers spend their day in meetings and on calls, not in the PSA. So the alert goes to them: a branded card in a Teams channel with buttons that open the ticket, a notification in the xop.ai mobile PSA app, an email, or a text message. Client Health dashboards carry the bigger picture, built and refreshed daily, and a weekly digest recaps the clients needing attention, account risk by owner and SLA misses.
Each alert goes to the people you choose. Escalations to the service desk channel and the service manager's phone, account risk to the owner by email, ignored tickets to the dispatcher. Each person gets what is theirs; nobody gets everything. Owners who do not live in ConnectWise sign in with just their Microsoft account to follow up.
Built not to cry wolf
An alert people stop reading is worse than none, so the system is careful about when it speaks.
- Once, not on repeat. A ticket alerts when it escalates, and again only if it is cleared and escalates again.
- Bundled when it is busy. Several alerts for the same person or channel within a few minutes arrive as one message.
- Your threshold for risk. Account Risk alerts only above the AI confidence you set. Anything a manager flags by hand always comes through.
- Business hours for ignored tickets. Nights and weekends do not count against an engineer's clock.
- Inside your company only. Alerts go to your own people and channels. There is nowhere to type a client's address.
Find out today, not at renewal
Your client agreements are fixed-fee, so every unhappy account and every unbilled hour comes straight out of margin. The difference between keeping that client and losing them is usually time: hearing about it while there is still a conversation to have.
Assist-X and Voice-X capture the conversations. AI reads every one. Your triggers put the right fact in front of the right person, the moment it happens.