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OPEN
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zofiQ has 2 key parts

First is the AI assistant technicians can see and use directly inside ConnectWise
	• This is zofiQ AI Assistant. It helps technicians understand tickets faster, find relevant context, reuse documentation, look at similar tickets, and reduce admin work.

Second is the AI they do not see
	• These are zofiQ AI Agents and run in the background
	• I split those into 2 types of Agents
		○ Action Agents, which can update or move tickets forward
		○ Read-only Agents, which report and monitor without writing changes

The key idea is not AI replacing the service desk. The key idea is making technicians faster in the moment, while giving managers more consistent triage, routing, dispatch, reporting, and visibility


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zofiQ AI Assistant: AI you see
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• zofiQ AI Assistant is the technician-facing AI assistant
• It is built for MSP service desk workflows, not generic chat
• It lives inside ConnectWise tickets as a POD and is also available at https://app.zofiq.ai
• Callout: The technician stays in the ticket while zofiQ brings the context to them

• Open a ConnectWise ticket
	• Point out the zofiQ POD in the ticket
	• Callout: This matters because the assistant is available where the technician already works
	• Mention that the initial POD setup is a one-time ConnectWise admin setup
	• Point out the feedback button in the PSA Pod
		○ Callout: The feedback button is important because it gives technicians a simple way to flag whether an answer was useful or not. This helps close the loop between field usage and product/admin review

• Show AutoFetch / ticket context
	• Show ticket metadata
	• Show blindspot insights
	• Show path to resolution
	• Show relevant documentation and similar tickets
	• Callout: Instead of asking the technician to search the PSA, documentation, and old tickets manually, zofiQ brings the starting context into the ticket

• Explain Fetch vs Silent Fetch
	• Fetch is the visible retrieval step
		○ The user can see that zofiQ is pulling ticket, company, documentation, device, or related context into the conversation
		○ Best when you want transparency during a demo or when a technician wants to see what context is being gathered
	• Silent Fetch retrieves supporting context in the background
		○ The assistant still uses available context, but it does not show every fetch step in the chat
		○ Best when the technician wants a cleaner, faster conversation with less noise
	• Callout: Fetch is more transparent. Silent Fetch is less noisy. Both are about grounding the answer in operational context

• Ask a troubleshooting question
	• Example prompt: Summarize this ticket and give me the likely issue and first troubleshooting steps
	• Show how the response is grounded in the ticket
	• Callout: The goal is not to magically solve every ticket. The goal is to get the technician from reading to investigating faster

• Use follow-up questions
	• Click one suggested follow-up question
	• Good examples: deeper troubleshooting, customer response, internal notes, escalation summary
	• Callout: Follow-up questions keep the workflow moving without the technician needing to craft every prompt from scratch

• Show documentation and similar tickets
	• Highlight IT Glue or Hudu documentation if available
	• Highlight similar resolved tickets
	• Callout: This turns existing documentation and past ticket history into reusable troubleshooting context

• Show time entry
	• Use Add Time Entry or #time
	• Mention AI-generated notes if visible
	• Callout: This reduces the admin burden after the work is done, which is a real technician pain point

• Optional quick hits
	• #web: targeted web search with citations for vendor docs or error codes
	• File/image analysis: upload screenshot, PDF, or CSV
	• RMM context: ask about NinjaOne or Datto RMM device details
	• Workspaces: managers can create custom assistants and knowledge bases

Integration
	• ConnectWise PSA
	• Autotask PSA
	• Hudu
	• IT Glue
	• Datto RMM
	• Ninja RMM

FAQ
	• ConnectWise RMM
	• ITBoost will not be integrated into zofiQ

That is the AI technicians see. It helps them understand the ticket, find context, move through the next step, and document the work without leaving the PSA


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zofiQ AI Agents: AI you don't see
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• zofiQ AI Agents run in the background
• They are configured and not prompted by technicians during normal work
• They are split into Action Agents and Read-only Agents
• Control: Configuration, SOPs, Simulation, Shadow Mode, workflow logs, and PSA audit trail


ACTION AGENTS

Action Agents are the agents that can update the ticket record or move work forward in ConnectWise PSA. This is where zofiQ moves from assistance to controlled automation

• Open the Agents Dashboard https://agents.zofiq.ai/
	• Point out the Analytics Dashboard
		○ Use it as the management view for agent activity, workflow visibility, trends, and operational outcomes
		○ Callout: This gives managers a higher-level view before they drill into a specific agent's logs or configuration

• Action Agent
	• Company Agent: corrects or confirms the company on the ticket
	• Urgency, Impact, and Priority Agent: standardizes severity and priority
	• Board, Type, SubType, Item Agent: classifies and routes the ticket
	• Contact Agent: assigns or corrects the requester/contact
	• Agreement Agent: applies the correct agreement for billing and SLA context
	• Dispatch Agent: assigns owner/team and can create calendar entries depending on mode
	• Summary Line Agent: rewrites vague summaries into clearer ticket summaries

• Point out available agents and live/off state
• Open one Action Agent configuration page
• Show trigger conditions
• Show configuration options
	• Company settings
		○ Explain that company filters control where an agent is allowed to run
		○ Explain excluded companies as hard stops for companies where automation should not run
		○ Reasons to disable or exclude companies:
			- Internal MSP company, vendor records, admin/system companies, test companies, or catch-all workflows not ready for automation
			- Customers with unique handling rules that should stay manual until SOPs are proven
			- Customers where downstream communications could expose information if the wrong company is selected
			- Customers not fully onboarded or where PSA mappings/data quality are not trusted yet
		○ Callout: Company settings are not just filters. They are guardrails that let you roll automation out safely by customer, workflow, or risk profile
• Show the SOP field
• Show simulation

• Show Workflow Logs and reasoning
	• Workflow Logs are what make this auditable. You can see what ticket was evaluated, what would change or did change, and why the agent made that decision
	
• Shadow Mode before Live Mode
	• Shadow Mode is the confidence-building step. It runs on real incoming tickets and records what the agent would have done, but it does not write changes to ConnectWise

The order matters. Company context comes first, then severity, routing, contact, agreement, dispatch, and finally summary cleanup. Later agents depend on clean context from earlier agents



READ-ONLY AGENTS

Read-only Agents are for visibility. They do not update tickets, route work, assign owners, or write back to the PSA. They observe, analyse, and report

• Insights Agent
	• Use for trend visibility and operational reporting
	• It analyses historical ticket activity and emails structured reports
	• Main report runs weekly
	• Sub-reports can focus on specific boards, customers, teams, or filters
	• It uses a fixed seven-day lookback window
	• Callout: Insights helps managers and owners understand what changed and where attention is needed

• Oversight Agent
	• Use for SLA risk and potentially orphaned tickets
	• Runs twice daily and can be triggered on demand
	• Identifies tickets already breached or within one hour of breach
	• Uses ConnectWise SLA status as the source of truth
	• Callout: Oversight is the safety net. It helps leaders see what may be missed before it becomes a bigger service issue


This is a good place to reassure cautious teams. Not every agent is there to change data. Some agents are there to give management better visibility with no write-back risk


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CLOSE
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zofiQ gives you a technician-facing assistant for in-the-moment help, Action Agents for controlled background automation, and Read-only Agents for management visibility

Business value recap
• Technicians spend less time hunting for context
• Ticket triage becomes more consistent
• Routing, priority, agreement, contact, and dispatch decisions become easier to standardize
• Managers get reporting and SLA visibility
• Automation is controlled through configuration, SOPs, simulation, Shadow Mode, logs, and audit trails

The important thing is that zofiQ can be adopted gradually. You can start with Copilot for technician assistance, use Read-only Agents for visibility, then move Action Agents through simulation and Shadow Mode before enabling live updates


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FAQ
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• Copilot augments technician workflows; it does not replace technicians
• RMM integrations in Copilot are read-only
• AutoFetch is strongest in the ConnectWise POD; the standalone app requires manual ticket fetch
• Manager access or higher is required for integrations, Workspaces, and agent configuration
• Agents that modify tickets generally run once per ticket and do not automatically retry
• Live Action Agents process net-new qualifying tickets, not historical backlog
• Shadow Mode does not write to ConnectWise PSA
• Read-only Agents such as Insights and Oversight do not need Shadow Mode because they do not modify tickets
• Throughput is currently up to 10 tickets per minute, with actual throughput governed by PSA API limits
• During large ticket bursts, newer tickets are prioritized. Some older burst tickets may be skipped and require manual handling
• If a human is modifying a ticket at the same time an agent attempts to write, the agent halts to avoid overwriting human changes
• SOPs should be tested through simulation and Shadow Mode before live rollout
• Company assignment automation should be reviewed carefully if downstream workflows send customer-visible information based on company assignment


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SOURCE KB PAGES REVIEWED
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• zofiQ AI Assistant
	• https://support.zofiq.ai/collections/1071162496-zofiq_co_pilot
	• https://support.zofiq.ai/articles/1233487640-zofiq-copilot-initial-pod-setup-for-connectwise-psa-manager-only
	• https://support.zofiq.ai/articles/8839367876-zofiq-copilot-user-guide-and-operational-overview-connectwise
	• https://support.zofiq.ai/articles/3733027760-zofiq-co-pilot-overview
	• https://support.zofiq.ai/articles/6671886359-zofiq-copilot-additional-integrations
	• https://support.zofiq.ai/articles/5034951514-zofiq-copilot-workspaces-ai-assistants-knowledge-bases

• zofiQ AI Agents
	• https://support.zofiq.ai/collections/9309902189-zofiq_agentic_workflows
	• https://support.zofiq.ai/articles/5236972995-navigating-your-agent-environment-connectwise
	• https://support.zofiq.ai/articles/1930851392-connectwise-agents-testing-shadow-mode
	• https://support.zofiq.ai/articles/4887017013-company-agent-connectwise
	• https://support.zofiq.ai/articles/1402444257-urgency-impacy-priority-agent-connectwise
	• https://support.zofiq.ai/articles/9284294753-board-type-subtype-item-agent-connectwise
	• https://support.zofiq.ai/articles/1037733857-contact-agent-connectwise
	• https://support.zofiq.ai/articles/8924255825-agreement-agent-connectwise
	• https://support.zofiq.ai/articles/7389059056-dispatch-agent-connectwise
	• https://support.zofiq.ai/articles/5790243210-summary-line-agent-connectwise
	• https://support.zofiq.ai/articles/9856869279-insights-agent-connectwise
	• https://support.zofiq.ai/articles/2264735043-oversight-agent-connectwise
