An AI answering service for your IT services business
A client's whole network goes down and they call in a panic — right when you're mid-deployment for someone else. Cysora tells that apart from a routine "can someone look at this" ticket, captures what your team needs to triage it, and logs it correctly. It never attempts a fix itself.
No credit card required. Preview before you commit.
Worked examples
How a call becomes a correctly triaged ticket
Business-critical outage
Caller: "Our entire network is down — nobody can work, this is costing us money right now."
The agent asks:
- Is this affecting the whole office, or specific systems or users?
- When did it start, and did anything change right before — an update, a new device, anything?
- What's your name, company, and the best callback number?
Job summary
- Issue
- Business-critical outage — matches the configured priority-escalation rule
- Service area
- Client confirmed against the configured account list
- Preferred time
- Immediate escalation, per the configured priority rule
- Next action
- Escalated exactly as configured (e.g. paging the on-call technician) — the agent does not attempt any troubleshooting itself.
- Captured details
- Company and contact · Scope of the outage · Recent changes reported · Callback number
Why this outcome: The business's own configured definition of "critical" — client tier, scope of impact — decides priority, not a guess by the agent.
Routine support ticket
Caller: "My email's been syncing slowly for a couple of days — not urgent, just annoying."
The agent asks:
- Is this affecting just you, or others in your office too?
- What's your name, company, and email address for the ticket?
Job summary
- Issue
- Routine, non-urgent support request
- Service area
- Client confirmed against the configured account list
- Preferred time
- Standard ticket queue, not priority
- Next action
- Logged as a standard ticket in the Lead Inbox; caller told plainly when to expect a response.
- Captured details
- Company and contact · Issue description · Scope: single user vs. multiple
Why this outcome: Routine tickets are logged and queued normally — they don't crowd out priority outages, and the agent doesn't inflate urgency to seem helpful.
New client enquiry
Caller: "We're looking for a new IT provider — can you tell me what you offer and pricing?"
The agent asks:
- Roughly how many users or devices are we talking about?
- What's prompting the search for a new provider right now?
- What's your name and the best way to reach you?
Job summary
- Issue
- New-client enquiry — scoping a potential engagement
- Service area
- n/a — new prospect, not an existing account
- Preferred time
- Consultation offered from the business's configured availability
- Next action
- A scoping consultation is booked; no fixed pricing is quoted unless the business has configured published rates.
- Captured details
- Company size/user count · Reason for switching · Name and contact
Why this outcome: Pricing for a new engagement depends on scope the agent can't assess over the phone, so it books a real scoping conversation instead of guessing a number.
How it’s built
The same configurable engine, applied to your business
Every Cysora agent runs on the same four-step engine — what makes it yours isn’t a different template, it’s the rules you configure inside each step. Here’s how those four steps actually play out for a business like yours:
Asks the right questions to understand exactly what the caller needs — configured by you, not a fixed script.
It separates a business-critical outage from a routine ticket immediately, using your configured client-tier priority rules.
Checks the request against your own configured rules and examples before deciding what happens next.
It checks the client's configured support tier to decide how the ticket gets routed, not a generic severity guess.
Turns what it learned into a concrete next step, following your pricing, scheduling, and escalation rules.
It never attempts a fix itself — its job is triage and routing, not diagnosis.
Books the visit, logs the lead, or hands off — exactly the way you've configured it to end.
It ends in a logged priority ticket, a booked onboarding call, or a scoped project enquiry.
Personalize
How your priority rules are configured
You set what counts as a business-critical outage versus a routine ticket, which clients get priority routing, and what the agent should ask to help your team triage faster — the same intake questions a junior support coordinator would ask.
Scale
Every channel, one conversation
You edit the modules and rules above once, in one place — the resulting agent deploys across every channel below without separate setup for each.
Embedded on the IT company's own website.
Same conversation continues over WhatsApp for callers who prefer to text.
Answers your phone line directly — the same agent, the same configured rules, whether the call comes in by voice, web, or WhatsApp.
Replies from your business inbox with the same configured rules — the same agent whether the conversation started by phone, WhatsApp, web, or email.
The same configured agent answers every channel it's deployed on, so a client who starts on the website and later texts gets consistent triage instead of repeating themselves to a different system.
Questions before you try it
What buyers ask first
Does it try to troubleshoot the issue itself?
No — it never attempts a fix. It captures what your team needs to triage quickly (scope, recent changes, contact details) and routes it to the right place.
How does it tell a real emergency from a routine ticket?
You configure what counts as business-critical for your clients — scope of impact, which accounts get priority — and it applies that consistently. See the scenarios above.
Can it check which plan or contract a client is on?
It checks against whatever client/account list you've configured — it doesn't invent service-level details it hasn't been given.
Can it quote pricing for a new client?
Only if you've configured published rates. Otherwise it books a scoping conversation rather than guessing a number that depends on the client's actual environment.
Can I keep my existing business number?
Yes — forward your existing number to the agent rather than handing out a new one.
What does setup involve?
Your client list, what counts as a priority outage, and who gets notified for each — a configuration pass, not new phone hardware.
What’s out of scope today
- Does not attempt any technical troubleshooting or fix — intake and routing only.
- Does not quote pricing for a new engagement unless the business has configured published rates.
- Does not access or modify client systems — it has no technical access, only the conversation.
Also built for
Advertise
Once ticket intake is routing reliably, the language clients actually use to describe outages versus routine issues is a genuine input into how to frame paid search around emergency IT support.
How this example was produced
Reproducible internal demonstration, synthetic caller data
The scenarios above reflect how an IT-support-style agent is actually configured in the Cysora builder, run against synthetic caller scenarios.
Last checked 2026-09-08
No credit card required. Preview before you commit.