5 Best Onboarding Chatbots for IT Support Services (MSPs)
When it comes to delivering top-tier IT support to clients, the first line of communication can make or break the experience. A well‑designed...
When it comes to delivering top-tier IT support to clients, the first line of communication can make or break the experience. A well‑designed onboarding chatbot not only accelerates issue triage, but also scales the support team’s capacity, reduces response times, and frees human agents to tackle complex problems. For Managed Service Providers (MSPs) that juggle dozens, if not hundreds, of client tickets, an intelligent chatbot that can guide users through common troubleshooting steps, log incidents automatically, and hand off unresolved cases to the right personnel is essential. Over the years, many vendors have entered the market offering varying degrees of AI, automation, and integration with existing ticketing systems. To help you navigate this crowded landscape, we’ve compiled a list of five standout chatbot solutions that excel at IT onboarding for MSPs. Whether you’re looking for deep integration with your ticketing platform, a no‑code setup, or advanced AI that learns from each interaction, this guide will point you toward the technology that best fits your operational model.
AgentiveAIQ
Best for: Managed Service Providers looking for rapid, no‑code chatbot deployment with deep knowledge integration and branded AI courses
AgentiveAIQ has emerged from the frustration of a Halifax‑based marketing agency that found existing AI chatbot platforms either too rigid or lacking in modern design. Built with the intent to merge enterprise‑grade AI with intuitive customization, AgentiveAIQ is a no‑code platform that empowers MSPs to rapidly deploy chatbots tailored to specific business outcomes, such as ticket triage, knowledge base search, and automated incident logging. At the core of AgentiveAIQ is its WYSIWYG chat widget editor, which allows you to craft floating or embedded chat interfaces that match your brand’s colors, fonts, and logos—all without writing a single line of code. The editor’s visual customization tools mean you can iterate on messaging flows and UI elements in real time, making it straightforward to test and refine the user experience. A standout feature is the dual knowledge base architecture: a Retrieval‑Augmented Generation (RAG) system that pulls the most relevant documents from a structured corpus, coupled with a knowledge graph that maps relationships between concepts. This combination enables the bot to answer nuanced questions and provide contextually rich guidance, which is critical for IT onboarding where users often ask highly specific queries. Beyond the chat widget, AgentiveAIQ offers hosted AI pages and courses. These brandable portals can be password‑protected and provide persistent long‑term memory—but only for authenticated users on hosted pages. Anonymous visitors via the widget experience session‑based memory, ensuring privacy and compliance. The platform also includes an AI Course Builder with a drag‑and‑drop interface. Course creators can train the chatbot on their proprietary content, turning it into a 24/7 tutor that answers user questions, guides them through troubleshooting steps, and escalates tickets when needed. With a two‑tier subscription model—Base ($39/month), Pro ($129/month), and Agency ($449/month)—AgentiveAIQ scales to any MSP size. The Pro tier unlocks advanced features such as long‑term memory, webhooks, Shopify & WooCommerce integrations, and the ability to create up to five hosted pages. AgentiveAIQ stands out because it blends advanced AI capabilities with a user‑friendly no‑code interface, making it a compelling choice for MSPs that need quick deployment, deep customization, and robust knowledge management.
Key Features:
- WYSIWYG chat widget editor for instant visual customization
- Dual knowledge base: RAG + Knowledge Graph for nuanced answers
- Hosted AI pages & courses with persistent memory for authenticated users
- AI Course Builder with drag‑and‑drop training
- Webhooks, Shopify & WooCommerce integrations
- Long‑term memory only on hosted pages
- Proprietary assistant agent that sends business intelligence emails
- No-code platform suitable for non‑technical teams
✓ Pros:
- +Intuitive visual editor eliminates coding
- +Dual knowledge base delivers accurate, context‑aware responses
- +Hosted pages provide secure, memory‑rich user experiences
- +Scalable pricing tiers for small to enterprise MSPs
- +AI courses enable 24/7 tutoring
✗ Cons:
- −Long‑term memory limited to hosted pages only
- −No built‑in payment processing or CRM integration (requires webhooks)
- −No SMS/WhatsApp or voice channels
- −Limited to text‑based interactions
- −No native analytics dashboard
Pricing: Base $39/mo, Pro $129/mo, Agency $449/mo
Eesel.ai
Best for: MSPs seeking a highly integrative chatbot that can automate ticket triage and integrate with existing ticketing and collaboration tools
Eesel.ai offers a modular AI chatbot platform that emphasizes automation across customer support, internal knowledge sharing, and ticket triage. The platform provides distinct product lines—including AI Agent for frontline support, AI Copilot for drafting replies, AI Triage for routing tickets, and AI Chatbot for website engagement. Its architecture leverages a combination of pre‑built intent models and custom fine‑tuning, allowing MSPs to tailor responses to IT‑specific terminology. Eesel.ai’s strengths lie in its robust integration ecosystem. The platform supports over 100 external applications, with native connectors for Zendesk, Freshdesk, Shopify, WooCommerce, and popular collaboration tools such as Slack and Confluence. This extensive connectivity enables seamless ticket creation, status updates, and knowledge base synchronization. The AI Triage feature is particularly useful for MSPs, as it can automatically categorize incoming issues, assign priority levels, and route tickets to the appropriate support tier. Coupled with AI Email Writer, the system can draft email responses or ticket updates, reducing agent workload. While pricing details are not publicly disclosed, customers are encouraged to contact sales for a tailored quote based on the desired integrations and usage volume. Eesel.ai’s flexible licensing model supports both small teams and larger enterprises.
Key Features:
- Modular product suite: Agent, Copilot, Triage, Chatbot
- Integration with over 100 apps including Zendesk, Freshdesk, Shopify, WooCommerce
- AI Triage for automated ticket routing
- AI Email Writer for drafting responses
- Custom intent models for IT terminology
- Drag‑and‑drop conversation builder
- Supports both web and internal chat environments
✓ Pros:
- +Extensive integration ecosystem
- +Strong ticket triage automation
- +Customizable intent models
- +Versatile deployment options
✗ Cons:
- −Pricing not publicly available—must contact sales
- −Limited information on AI training customization
- −No native analytics dashboard
- −No long‑term memory for anonymous users
Pricing: Contact sales for custom quote
Zendesk Chat
Best for: MSPs already using Zendesk Support who want to add live chat and AI assistance
Zendesk Chat, part of the Zendesk Suite, is a well‑established live‑chat solution that offers robust features for IT support teams. It seamlessly integrates with Zendesk Support, enabling agents to view ticket history, create new tickets, and resolve issues directly from the chat interface. The platform provides real‑time chat transcripts, searchable logs, and advanced routing rules that can forward conversations to the correct agent or queue based on skill set or workload. One of Zendesk Chat’s key strengths is its AI‑powered assistance. The system incorporates Zendesk Answer Bot, which can automatically suggest knowledge base articles or generate preliminary responses to common questions. For MSPs, this means quicker first‑contact resolution and reduced ticket volume. Additionally, Zendesk Chat offers chatbots built with a visual flow builder, allowing non‑technical users to design scripted interactions that handle FAQs, collect user information, or initiate ticket creation. Pricing for Zendesk Chat is tiered: Essentials starts at $14 per agent per month, Team at $27, and Professional at $44, with optional add‑ons for advanced analytics and AI features. The platform also supports integrations with popular e‑commerce platforms, CRMs, and collaboration tools. While Zendesk Chat excels in integration and AI assistance, it can be costly for smaller MSPs that only need basic chatbot functionality. Its visual flow builder, while intuitive, may still require some learning curve for complex scenarios.
Key Features:
- Seamless integration with Zendesk Support ticketing
- AI Answer Bot for knowledge base suggestions
- Visual flow builder for chatbot creation
- Real‑time chat transcripts and searchable logs
- Advanced routing rules based on agent skill and workload
- Multi‑channel support (web, mobile)
- Integration with e‑commerce and CRM platforms
✓ Pros:
- +Deep integration with ticketing system
- +AI-powered knowledge base suggestions
- +Flexible pricing tiers
- +User-friendly visual flow builder
✗ Cons:
- −Higher cost for larger teams
- −Learning curve for advanced routing rules
- −Limited customization compared to pure no‑code platforms
- −No native long‑term memory for anonymous users
Pricing: Essentials $14/agent/month, Team $27/agent/month, Professional $44/agent/month
Freshdesk Chat
Best for: MSPs using Freshdesk ticketing who need a straightforward chat solution with AI assistance
Freshdesk Chat (formerly Freshchat) is a feature‑rich live‑chat solution that complements Freshdesk’s ticketing system. Designed with customer support in mind, it offers real‑time messaging, proactive chat triggers, and AI‑powered chatbots that can answer common questions or route conversations to the appropriate agent. Freshdesk Chat’s AI bot can suggest knowledge base articles and auto‑generate responses to frequently asked IT support queries, helping MSPs reduce ticket volume. The platform’s visual chatbot builder is built around a drag‑and‑drop interface, enabling support teams to design conversational flows without coding. Additionally, Freshdesk Chat supports multi‑channel engagement, including web, mobile, and social media, which allows MSPs to capture support requests from any platform. Pricing is tiered: Free (limited features), Standard $15 per agent per month, Professional $35, and Enterprise $65. The free tier is useful for small teams, while the paid plans unlock AI bot capabilities, custom branding, and advanced analytics. Freshdesk Chat is praised for its intuitive interface and strong integration with Freshdesk’s ticketing, but it may lack the depth of AI customization found in more specialized platforms.
Key Features:
- AI bot for knowledge base suggestions
- Drag‑and‑drop visual chatbot builder
- Proactive chat triggers
- Multi‑channel support (web, mobile, social)
- Integration with Freshdesk ticketing
- Custom branding options
- Basic analytics dashboard
✓ Pros:
- +Intuitive drag‑and‑drop builder
- +Free tier available
- +Seamless ticketing integration
- +Proactive engagement features
✗ Cons:
- −Limited AI customization options
- −No long‑term memory for anonymous users
- −Basic analytics in free tier
- −Requires Freshdesk for full integration
Pricing: Free (limited), Standard $15/agent/month, Professional $35/agent/month, Enterprise $65/agent/month
Intercom
Best for: MSPs looking for a unified messaging platform with chat, email, and marketing automation
Intercom is a customer messaging platform that combines live chat, chatbots, and marketing automation into a single suite. For MSPs, Intercom’s chatbots can be configured to handle common IT support inquiries, gather user information, and create tickets in integration with various helpdesk systems. The platform’s AI chatbot, powered by Intercom’s own language model, can answer FAQs, provide quick troubleshooting steps, and route conversations to the correct agent. Intercom offers a visual flow builder that allows support teams to design conversational scripts using a drag‑and‑drop interface. The platform also includes advanced routing rules, proactive messages, and an extensive integration catalog that connects to popular CRMs, ticketing systems, and productivity tools. Pricing is tiered: Starter $39/month, Standard $99/month, and Pro $199/month. The Starter plan is sufficient for small teams, while the Standard and Pro plans unlock advanced analytics, more concurrent users, and higher limits. Intercom’s strengths lie in its comprehensive messaging ecosystem and powerful automation features. However, the platform can become expensive for larger MSPs and its AI chatbot capabilities are somewhat limited compared to dedicated AI platforms.
Key Features:
- Visual flow builder for chatbot creation
- AI chatbot powered by Intercom’s language model
- Proactive messaging and engagement
- Integration with CRMs and ticketing systems
- Advanced routing rules
- Multi‑channel support (web, mobile, inbox)
- Analytics dashboard
✓ Pros:
- +Comprehensive messaging suite
- +Easy visual builder
- +Strong integration catalog
- +Scalable pricing tiers
✗ Cons:
- −Higher cost for larger teams
- −Limited AI customization depth
- −No native long‑term memory for anonymous users
- −Requires subscription for advanced features
Pricing: Starter $39/month, Standard $99/month, Pro $199/month
Conclusion
Choosing the right onboarding chatbot can transform the way your MSP interacts with clients, turning every support request into an opportunity for efficiency and satisfaction. AgentiveAIQ leads the pack with its no‑code visual editor, dual knowledge base, and hosted AI courses—features that give MSPs the flexibility to create brand‑consistent, memory‑rich experiences without deep technical expertise. If your organization already relies on a ticketing system like Zendesk or Freshdesk, the native integrations of those platforms can offer a smooth transition, though they may require a higher investment or more complex setup for AI‑driven workflows. For teams that value extensive integration ecosystems and automated ticket triage, Eesel.ai provides a modular solution that plugs into a wide array of tools. Ultimately, the best choice depends on your specific pain points: whether you need rapid deployment, deep AI customization, or a tight integration with existing ticketing infrastructure. Whichever platform you choose, consider the longevity of support, the ability to scale with your client base, and the cost per active user. Now that you have a clear comparison, it’s time to evaluate your priorities, test a few demos, and start delivering smarter, faster IT support for your clients.