Communication Agent
The Communication Agent handles end-user communication on a ticket. Its main job is the first response: working out what information a technician will need, and asking the customer for it before anyone starts work. Technicians also use it to draft any later email from the ticket chat.
What it does
| Capability | What it does | Details |
|---|---|---|
| First response / pre-assistance questions | Drafts a short list of clarifying questions and, depending on the level, emails them to the end user. | Send First Response |
| Drafted emails | Drafts emails from the ticket chat (“Prepare email note”) for a technician to review and send. | Mizo Tech Checklist |
| Booking links | Includes a Microsoft Bookings link so the end user can book time with the technician. | Microsoft Bookings Links |
| Work type and work role | Sets the ConnectWise work type and work role when a communication is sent. | Work Types & Work Roles |
What triggers it
Mizo analyzes every new ticket after checking for relevant KB articles and assets, and decides whether the request is missing something a technician would need — when it started, whether it happens every time, which of two devices is affected.
- If nothing needs clarifying, Mizo asks nothing — no draft, no to-do, no email.
- Machine-generated tickets (alerts, promotional or automated mail) generally don’t get questions.
- An automatic email is only ever sent on the ticket’s first pass. When a ticket is reprocessed, Mizo may refresh the draft but never sends anything.
Mizo never asks about anything your team already manages — device names, software versions, network setup or licenses. That restriction is fixed and can’t be overridden.
Configuration
Workflow page:
| Setting | Levels available |
|---|---|
| Send pre-assistance questions by email | Off, Recommendation, Automation |
| Log time after pre-assistance email | On, Off — also logs a PSA time entry when the email is sent |
| Send emails to the ticket contact (ConnectWise PSA) | Administrator-only preview setting, ConnectWise only |
Fine-tuning (Communication page):
- First response communication rules — tone, greeting style, how many questions to include, formatting (for example, “Only include the 2 most relevant non-technical questions”).
- Work type and work role preferences (ConnectWise).
Human-in-the-loop vs autonomous
- Off — Mizo still decides internally whether questions are needed, but drafts nothing and sends nothing.
- Recommendation — Mizo prepares the questions as a to-do. A technician reviews them in the chat-style composer, asks Mizo to draft the email, edits it and sends it.
- Automation — Mizo drafts and sends the email itself, on the ticket’s first pass only.
Start at Recommendation, especially for new or sensitive clients, and check that each client’s PSA tickets have a valid contact email before moving to Automation — the email goes to whoever is the ticket’s contact at the moment of sending.
What’s written to the ticket
- The email to the end user (see per-PSA behavior below).
- An internal follow-up note, and a PSA time entry if Log time after pre-assistance email is on.
- Optionally a ticket status change after the email goes out.
- On ConnectWise, the work type and work role on the communication.
The audit trail records the exact email body that went out and who — or which automated pass — sent it.
Channels
Client updates can go out by email, Microsoft Teams or Slack, wherever the client already works. Whatever the channel, every message is recorded against the ticket in your PSA. See Microsoft Teams and Slack for connection details.
Supported PSAs
- ConnectWise PSA — sent as a customer-visible discussion note. Mizo can temporarily turn on the ticket’s “automatically email contact” flag to send it (the “Send emails to the ticket contact” setting).
- HaloPSA — sent natively as an outbound action on the ticket.
- Autotask — automatic sending isn’t supported, even at Automation. A manual send creates an internal task note; whether it reaches the customer depends on a workflow rule in your Autotask instance.