Where do my tickets land?

Every client call lands in your Frontly dashboard as a structured ticket: client identified, issue captured, priority set per your SLA rules, full call transcript attached. Your helpdesk team logs into Frontly and acts on tickets in priority order. The on-call engineer gets an SMS with the Frontly link to any Priority-1 escalation. No second pane of glass to maintain.

Can Frontly triage by SLA tier?

Yes. During setup we configure your client priority list (Platinum / Gold / Silver, Priority 1 / 2 / 3, or whatever schema you use). When a caller identifies themselves, Frontly looks up their SLA tier, asks SLA-appropriate qualifying questions, and routes the ticket accordingly. Priority 1 clients skip the queue and escalate to the on-call engineer immediately.

What happens for a genuine emergency (server down, ransomware, etc.)?

Frontly detects emergency keywords and severity signals: 'server is down', 'we are locked out', 'ransom message', 'all users can't connect'. It captures details quickly, creates a Priority 1 ticket, and simultaneously calls and SMSes the on-call engineer. No waiting until morning.

Does Frontly handle after-hours outside of business hours only?

You control when Frontly answers. Most MSPs run Frontly 24/7 and use it to filter non-urgent tickets from Priority 1 escalations. Some route only after-hours calls to Frontly and keep daytime on a human helpdesk. Both models work. We configure what fits your operation.

Where is our client call data stored and processed?

Frontly's core systems are Australian-hosted, call data is stored in Australia on encrypted infrastructure, and you get a full audit trail. To deliver real-time conversation, limited call content is processed by specialist speech and language providers, some located overseas, under no-retention terms. If you resell to government or regulated clients, our privacy page sets out the full data flow so you can pass it through to your own compliance review.

How much does an AI MSP receptionist cost in Australia?

Frontly uses flat monthly pricing with no per-minute or per-call charges. Plans come in three sizes that scale with your monthly call minutes, and the current rates are on our pricing page. Unlike per-minute services, your bill does not spike during a major incident month.

Can Frontly handle multi-tenant MSP scenarios?

Yes. If you manage separate phone numbers, branded greetings, or SLAs per client, Frontly runs each as its own workflow within a single Frontly account. One dashboard, consolidated reporting, per-client branding.

Can Frontly resolve a Level 1 request without an engineer?

Yes, for the request types you approve during setup. Password resets, access questions, printer and connectivity issues and status checks can be completed on the call with the ticket written correctly. Anything outside that scope is escalated with the diagnostic context already captured, so your engineer does not start from scratch.

Can AI actually resolve Level 1 support calls?

Service desks report containing around 65% of Level 1 calls and tickets end to end, saving hundreds of staff hours a month. Containment means the call finishes without a technician and the ticket is written correctly, which is a different and harder thing than routing the caller to a queue.

What should an MSP measure with an AI front desk?

End-to-end containment rate, ticket quality, and clients or endpoints supported per engineer. Answer rate tells you nothing useful. The commercial question is whether your service desk can carry more clients before the next hire, and whether after-hours SLA clocks start on answer rather than callback.

IT technician taking a client call, server room behind glass

Answering client support calls right now

AI Front Desk for IT Services

Never let a support call hit voicemail.

Q: Answering service or AI receptionist for an MSP?

An answering service takes the caller's details and pages the on-call engineer for everything. An AI receptionist triages first: it captures the ticket, works out the severity, and escalates only what matches your SLA tier. For an MSP that is the difference between being woken for a password reset and being woken for an outage.

Frontly answers every client call, logs the issue, and routes urgent ones to your on-call engineer.

Get Started Try a Free Test Call

Live in about an hourFlat monthly rateNo lock-inAustralian-built

The short answer

What is Frontly for IT services and MSPs?

Frontly is the AI virtual receptionist and answering service for Australian IT service providers and MSPs. It answers every support call 24/7, triages and escalates priority-one issues, and logs every ticket in your Frontly dashboard for your team to action. Live in about an hour, flat monthly rate from $149, no lock-in.

THE PROBLEM

A Missed Ticket Is a Breached SLA

34%

of MSP support calls arrive outside standard business hours from multi-timezone clients

$5K-$25K

typical cost of a single SLA breach penalty or contract renegotiation

< 15 min

Priority 1 response SLA most MSP contracts enforce. Human after-hours coverage is expensive.

$100K+/yr

cost of a night-shift helpdesk engineer. Frontly handles triage and escalation 24/7 at a fraction of the cost.

HEAR IT FOR YOURSELF

Your AI MSP Receptionist Is Ready to Talk

Call our AI agent right now. It'll triage an IT support call with SLA awareness, just like it would for your MSP. No signup required.

Test Call

Talk to the AI agent right now from your browser. Hear exactly how Frontly will sound for your business.

Hear a real AI agent handle a typical inbound callNo signup, no card, no waiting on a sales rep

HOW IT WORKS

Live in About an Hour. No IT Project.

Connect Your Phone

Forward your helpdesk line or get a dedicated AI number. No hardware, no integration project, and nothing to install.

We Design Your Triage Workflow

Our team maps your SLA tiers, client priority list, after-hours rules, and on-call rotation. We script Frontly to ask the right qualifying questions and route tickets to the right queue or engineer.

Go Live

Frontly answers every client call, identifies the client and their SLA tier, creates the ticket with full transcript, and escalates Priority 1 emergencies to the on-call engineer by SMS and phone.

Connect Your Phone

Forward your helpdesk line or get a dedicated AI number. No hardware, no integration project, and nothing to install.

We Design Your Triage Workflow

Our team maps your SLA tiers, client priority list, after-hours rules, and on-call rotation. We script Frontly to ask the right qualifying questions and route tickets to the right queue or engineer.

Go Live

Frontly answers every client call, identifies the client and their SLA tier, creates the ticket with full transcript, and escalates Priority 1 emergencies to the on-call engineer by SMS and phone.

WHAT FRONTLY HANDLES

Every Support Call, Handled

Frontly answers every client call, logs a structured ticket, and escalates only what's genuinely urgent to your on-call engineer. Every ticket captured in your Frontly dashboard, nothing to integrate.

Helpdesk and support calls

Answers in your business name, captures the client, the issue, and the priority, and logs a structured ticket in your Frontly dashboard for your team to action.

Priority-1 escalation

Detects genuine emergencies like a server down or users locked out, and escalates straight to the on-call engineer by call and SMS, even at 2 AM.

Ticket logging

Writes every call up as a ticket with the full transcript attached, so your team starts each one with the complete picture and nothing slips.

After-hours and on-call cover

Answers nights, weekends, and public holidays, filters the non-urgent from the urgent, and only wakes the on-call engineer when it's genuinely needed.

Onboarding and callback requests

Captures new-client onboarding queries and callback requests, logs the details, and routes them to the right person to follow up.

Visual Workflow Builder

Resolve Level 1 Before It Reaches the Queue

We Build It For You

Our team maps your client list, your SLA tiers, your escalation paths and the Level 1 requests that repeat most, then scripts the resolution rather than the routing.

Identify the Caller and the Client

The flow confirms who is calling and which client they belong to before anything else, so the ticket is attributed correctly the first time.

SLA-Aware From the First Second

Priority is captured on the call, so the clock starts on answer rather than on a callback.

Escalate With the Diagnosis Attached

When it does need an engineer, the context is already gathered, so nobody starts by asking what happens when you restart it.

Change It Yourself

Adjust SLA rules, on-call rosters or the Level 1 script as your client base changes, without waiting on us.

Cross-Call Memory

Your AI Remembers the Recurring Caller

Repeat callers recognised across tickets
Previous issues at the same site recalled automatically
No end user re-describing a fault they reported last week
Full contact history visible before an engineer picks it up

Frontly Dashboard

Every Call, Contained or Escalated, on the Record

Containment You Can Actually See

Every call shows whether it finished without an engineer or was escalated, which is the number that tells you if the service desk is scaling.

Full Transcript on Every Call

Exactly what the user reported, in their words, attached to the ticket instead of paraphrased.

After-Hours Alerts

Configure an SMS or call to the on-call engineer only when the priority and SLA genuinely justify it.

Cross-call History at a Glance

Every previous call from that site, so a recurring fault stops being rediscovered monthly.

Live Status Across Clients

See volume and containment across every client from a single screen.

Outbound Campaign Manager

Close Tickets Without Tying Up an Engineer

Resolution Confirmation Calls

Call the user back to confirm the fix actually worked before the ticket is closed, which is the step that quietly never happens.

Scheduled Maintenance Notices

Notify affected users ahead of planned work and capture who needs a different window.

Same Builder, No New Tool

Script the campaign with the same drag-and-drop builder you used for inbound triage.

See What Landed

Track which follow-ups connected and which sites need another attempt.

See all features

WHAT USUALLY DECIDES IT

The three questions that come up every time

A real person, whenever the caller wants one

Every workflow can hand the call to your on-call engineer. The transfer carries a spoken briefing, so your team picks up already knowing who is calling and why. The caller never has to explain themselves twice, which is usually the moment a good call turns into a complaint.

More than one language, on the same number

Frontly handles support calls in more than one language on the same service-desk number, so an end user who struggles in English still gets a ticket raised correctly the first time.

Flat monthly rate, with the meter switched off

No per-minute billing, no per-call fee, and no cap on how many questions the AI is allowed to answer. Your busiest month does not produce your largest invoice, and adding another topic to its knowledge does not add a line to the bill. See pricing for the current rates.

ANSWERING SERVICE OR AI

Answering service or AI receptionist for an MSP?

An answering service takes the caller's details and pages the on-call engineer for everything. An AI receptionist triages first: it captures the ticket, works out the severity, and escalates only what matches your SLA tier. For an MSP that is the difference between being woken for a password reset and being woken for an outage.

Where a staffed answering service still wins

A client executive who wants a person. When a major account rings during an incident, the relationship sometimes matters more than the process, and a staffed desk answers that better than a triage flow.

Where Frontly wins

Ticket intake is a structured process with defined severity rules, which is precisely what software does consistently at 4am when a person would not. Every call becomes a ticket with the same fields, and Priority 1 reaches your engineer by phone rather than sitting in a queue.

Most businesses end up running one or the other rather than both. If you are weighing it up properly, the full cost and capability breakdown is in Frontly against a virtual receptionist.

WHAT THE MARKET IS ALREADY DOING

Service desks are containing Level 1, not routing it

The MSP results are about containment. The measure is how many calls end without a technician, with the ticket already written correctly.

65%of internal service-desk calls and tickets contained by AIResolved end to end rather than passed along, which is the difference between deflection and containment.

600 hrsof staff time reported saved per month at one service deskFor an Australian MSP the equivalent question is how many endpoints and clients each engineer can carry before you have to hire.

Zero waitreplaced a five to six minute queueSLA clocks start on answer. A call answered immediately at 11pm is a different SLA outcome from one that waits for a callback.

256-bit Encryption

Australian-hosted

Privacy Act 1988 compliant

FAQ