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Pia Chat Early Adoption Updates

Welcome to the Pia Chat Early Adoption Program, bringing Automation directly to your clients.

Follow this page for updates and resource locations to help get you started.

Your Next Steps:​

  1. Dive in with the Setup Pia Chat: Configuration and Onboarding guide to get configured!
  2. Start using Pia Chat and bring your clients on the journey
  3. Follow here for updates
    1. We'll also be sending out email updates over the coming weeks as we progress through the program
  4. Join discord to chat about your experience
    1. You can also fill out the Pia Chat Feedback Survey
  5. If you get stuck reach out to your Partner Success Manager for assistance

Development In-Progress​

Here are some of the things our team is currently working hard on for upcoming releases:

  • Customization of Welcome Messages used to set client user expectations
    • Welcome message for first time installation of Pia Chat Teams app
    • Welcome message for when a new ticket chat is created
  • Update Ticket Chat feature in Microsoft Teams to show name of engineer when engineer sends message to the client user
  • Update Ticket Chat feature in Tech Assist (chatbot in the PSA) to show the name of the client user to the engineer
  • Updated ticketing portal experience to display a list of tickets for the Pia Chat Teams App -> This will replace the current SmartForms "home page" experience
  • More bug fixes and addressing user experience feedback from Early Adoption Partners!

Release Notes​

Platform 20.2 patch-7 (2026-05-27)​

Improvements and Fixes

  • Fixed an issue whereby messages from Ticket Chat were not posting into Microsoft Teams, this same issue also caused a problem with ticket id and "Open Chat" button not being sent to teams chat after ticket creation in Pia Chat experience. This occurred due to an issue with how we handle office365 tenant Id in this scenario, so was not picked up in Pia Test environments until partner reported symptoms
  • Added Halo PSA support for selecting "ticket type" for ticket creation via Pia Chat as this is a minimal required field for ticket creation in Halo
  • Added better retry and error handling behaviour for when new teams chat is created and first message is posted into the chat - a timing error which could previously occur where we did not receive a chat creation event with conversation URL in time from Microsoft prior to attempting to send the chat a message has been resolved
  • Updated experience for when using an automated action to "Add a Note to a Ticket" which now also posts a message into the Ticket Chat so that its easier for the user to keep track of and follow updates.
  • Fixed an issue with welcome message in Ticket Chat not being added correctly when ticket is created via Pia Chat
  • Added global handling for 429 throttling of teams bot send messages to teams chat conversation as Microsoft have fairly aggressive restrictions on spamming teams chats
  • Cleanup the teams app installation settings box to only allow install/reinstall/uninstall actions to occur if the state of the app installation allows it. Also hide the version as this is confusing to the user and not helpful
  • Prevent Log a Ticket and Add a Note from being used in the same automated action as they are mutually exclusive
  • Fix page titles for Pia Engage / Chat pages in the Pia Partner Portal
  • Fix loading and display logic in the Teams Workflow settings page to prevent glitching of selected options
  • Add additional cache bust events for when settings change on the teams workflow page - changes for custom links and some other options should now update immediately on SmartForms
  • Resolved an issue with Tech Assist activity log causing a memory leak when running many automations in the same page without refreshing

Platform 20.2 patch-6 (2026-05-14)​

Improvements and Fixes

  • Patch Tech Assist to fix a width overflow issue in ConnectWise Embed, causing Tech Assist layout to break
  • Add failure handling to ticket creation process to retry with a back off and in case of eventual failure, an error will be returned to the user in the chat so they are not left hanging
  • Resolve issue with Autotask support for contract type filtering to obtain tickets by contact
  • Update default settings values for teams app branding icon for first time setup
  • Add real-time polling to teams app installation to show progress during install
  • Add error handling for ticket history feature to improve stability during load of the "View Details" button in teams ticket chat
  • Improve reliability of identifying user's when matching teams user with SmartForms User to use AAD ObjectId instead of email address
  • Add teams ticket chat during submission of SmartForms via teams triage bot similar to how ticket chat is created when a chat is generated via the pia chat triage agent directly
  • Added security constraints to all built in tools to validate the required users and ensure that AI cannot generate tools by impersonating other users (e.g. getting a list of tickets for a company or contact for which the current user does not have access)
  • Added better security cache handling for teams bot session authentication to prevent timeout and expiry of session which was occurring every 10-15 minutes causing Pia Chat to become non-responsive
  • Added a friendly response for Pia Chat for users who have the teams app installed but where the MSP has disabled the use of Pia Chat "Your MSP has disabled Pia Chat"
  • Fix an issue with messages from Ticket Chat not being saved as ticket note on the ticket
  • Fix an issue with the welcome message for Ticket Chat (i.e. Engineers first message when creating a new teams chat for an existing ticket) not being saved as a note on the ticket

Platform 20.2 (2026-04-30)​

Improvements and Fixes

  • Automated Actions with custom prompt intents are now available under workflow settings
  • AI in the ticket chat experience
    • Allows the customer to request status update and add notes to tickets within the ticket chat directly
  • Engineer to customer chat via the pia chatbot
    • Ability for engineers to talk directly to customers directly in the PSA ticket which will reach out to them via the Pia Teams Bot
    • Workflow setting now added for recording conversation in ticket chat to the ticket
  • Easier setup process for installing the app when toggling on
  • New UI for Pia Engage menu with SmartForms and Pia Chat separated out

Join Discord​

Follow the steps below to join us on discord:

Step 1: Not a member of our Discord community yet? Follow this link to join Pia Dev connect Discord Server
Step 2: If you're new to Discord, type "/verify" in the I need Access channel. Use Redo Access channel if you're already a member of our Discord community

Step 3: Go to the Pia Chat Feedback channel under community