IT Answering Service and Virtual Receptionist for MSPs

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.

Yes. You can add your client priority list (Platinum / Gold / Silver, Priority 1 / 2 / 3, or whatever schema you use) to your workflow in the visual builder. 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.

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.

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, and you set up whichever fits your operation in the visual builder.

Frontly's core systems are Australian-hosted, call data is stored in Australia on encrypted infrastructure, and every call keeps a full transcript; audit logs are available on Enterprise. 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.

Frontly is a flat monthly rate with a monthly call-minute allowance, not a meter running from the first call. Plans are month to month, with outbound campaigns on the Pro plan, and the current rates are on our pricing page. Unlike a per-minute service, a major incident month does not re-price every call you take: the allowance covers the month, and only minutes beyond it are billed on top.

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.

Frontly Enterprise

Yes, for the request types you choose to handle in your workflow. 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.

Yes. Frontly warm-transfers the call to the engineer or service-desk lead you approve, with a short spoken briefing on the client, the fault and the priority. Each transfer can try a preferred number and then a backup. When nobody is free and it is not a Priority 1, Frontly logs the ticket and sends the details by email or SMS.

The repeatable ones, yes. Password resets, access requests, known-issue lookups and status checks can finish on the call with the ticket written correctly, which is a different and harder thing than routing the caller to a queue. Anything needing a judgment call still reaches an engineer, against rules your team sets during setup.

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.