7 Must-Have Onboarding Chatbots for IT Support Services (MSPs)

Eesel AI offers a suite of AI‑powered tools focused on automating frontline support, internal knowledge sharing, and content generation. The platform’s AI chatbot can be embedded into a website to handle user queries, while the AI internal chat provides instant answers for internal teams. AI triage routes and tags support tickets, making it easier for MSPs to prioritize and allocate resources. AI copilot drafts replies, and the AI email writer generates ticket drafts and email responses, reducing the time your support staff spends on repetitive communication. Eesel AI boasts a robust integration ecosystem, supporting over 100+ applications, including Zendesk, Freshdesk, Confluence, Google Docs, Slack, and Shopify. These integrations allow the chatbot to pull data from ticketing systems, knowledge bases, and e‑commerce platforms, providing contextually relevant answers. While pricing details are not publicly listed, Eesel AI typically offers tiered plans based on usage volume and feature set, and interested users are directed to contact the sales team for a quote. Key strengths of Eesel AI include its focus on automating ticket triage, deep integration with popular support and productivity tools, and AI‑driven content creation. These capabilities can reduce ticket volume and accelerate response times for MSPs handling large numbers of support requests. However, the platform’s reliance on text‑based interactions and the lack of a dedicated knowledge graph may limit its ability to provide highly nuanced answers to complex technical questions. Additionally, the absence of a visual editor means that customizing the chat widget’s appearance requires manual coding or the use of a third‑party styling solution. Overall, Eesel AI is a solid choice for MSPs that already use Zendesk, Freshdesk, or similar tools and want to augment their existing workflows with AI triage and content generation.

Microsoft Power Virtual Agents is a no‑code chatbot builder that allows MSPs to create conversational agents integrated with the Microsoft Power Platform. The platform leverages the same AI underlying Microsoft Copilot, enabling agents to answer technical queries using data from Dynamics 365, Microsoft Teams, and SharePoint. Power Virtual Agents includes a visual authoring canvas, condition logic, and pre‑built templates for common scenarios such as onboarding, ticket creation, and FAQ handling. The bot can be deployed as a web widget, embedded in SharePoint pages, or integrated into Teams for internal support. The platform supports webhook triggers and Azure Functions for extending functionality, and it can connect to existing ticketing systems via connectors. Pricing is based on a per‑session model: enterprises pay for the number of conversations, with a free tier for up to 10,000 sessions per month. The platform is part of the Microsoft Power Platform, so it can be bundled with Power Apps, Power Automate, and Power BI, offering a unified low‑code ecosystem. Strengths include tight integration with Microsoft 365, a powerful visual authoring experience, and the ability to deploy across multiple channels. Weaknesses involve a reliance on Microsoft services for full functionality, a lack of advanced knowledge‑graph capabilities, and limited customization for the chat widget beyond basic branding.

Zendesk Answer Bot is an AI‑powered assistant embedded within the Zendesk support platform. It automatically suggests articles from your Zendesk Guide knowledge base or resolves simple tickets without human intervention. The bot uses natural language understanding to interpret user intent and can be trained to handle FAQs, troubleshooting steps, and onboarding questions. Integration with Zendesk’s ticketing system allows the bot to create or update tickets, route them to appropriate teams, and trigger follow‑up emails. Pricing for Answer Bot is included in Zendesk’s paid plans: Essentials ($19/month), Team ($49/month), Professional ($99/month), and Enterprise ($199/month). The bot is available as part of the Professional and Enterprise tiers. There are no separate fees for the bot itself. Answer Bot’s strengths are its seamless embedding into the Zendesk ecosystem, ability to surface relevant help articles, and automatic ticket creation. However, it lacks advanced knowledge‑graph capabilities, and customization of the chat widget is limited to Zendesk’s styling options. It also does not support external knowledge bases outside of Zendesk Guide.

Intercom’s AI Assistant is a conversational agent that can be embedded in your website or integrated into the Intercom platform. Built on GPT‑4, the assistant can answer product and support questions, generate email drafts, and guide users through onboarding flows. The platform offers a drag‑and‑drop conversation builder and supports custom intents, allowing MSPs to tailor responses to their specific support processes. It can trigger webhooks and integrate with external services like Salesforce, Shopify, and Jira. Intercom’s pricing is tiered: Essentials ($39/month), Pro ($99/month), and Business ($199/month). The AI Assistant is available on the Pro and Business plans, with usage limits based on the number of conversations. Key strengths include a powerful AI model, extensive integration library, and a user-friendly conversation builder. Weaknesses are the lack of a dedicated knowledge graph, limited customization of the chat widget beyond branding, and the fact that the assistant is only available on paid plans.

Freshchat is Freshworks’ conversational messaging platform designed for customer support and sales. The AI-powered Freshchat bot can proactively engage website visitors, answer FAQs, and route conversations to human agents. The bot can be trained with FAQ data, and it integrates with Freshdesk for ticket creation and management. Freshchat supports multi‑channel deployment, including web, mobile, and social media. Pricing is tiered: Free ($0), Growth ($39/month), Professional ($79/month), and Enterprise ($199/month). The AI bot is available starting with the Professional tier. Strengths of Freshchat include its easy deployment, integration with Freshdesk, and ability to handle proactive engagement. Weaknesses include limited customization of the chat widget, no native knowledge graph, and lack of advanced AI customization options.

Drift is a conversational marketing and sales platform that offers AI‑powered chatbots for website visitors. The bot can qualify leads, answer FAQs, and schedule meetings. Drift’s AI is built on GPT‑3.5 and can be customized via a visual builder. It integrates with Salesforce, HubSpot, and other CRMs, and can trigger workflows and webhooks in Zapier. Pricing is tiered: Essentials ($19/month), Growth ($49/month), and Enterprise ($149/month). The AI bot is available on the Growth and Enterprise plans, with usage limits based on the number of conversations. Drift’s strengths lie in its ability to capture and qualify leads, its integration with major CRMs, and its visual conversation builder. However, it is primarily focused on sales, offers limited IT‑support specific templates, and lacks a dedicated knowledge graph for technical troubleshooting.