Pia Engage

Engage is a pillar of Pia’s platform, designed to bring automation directly into the way MSPs and their clients interact. It uniquely covers both unstructured chat interactions via Pia Chat and structured data collection via SmartForms, giving clients the ability to self‑serve and put automation to work for their own requests.

Pia Chat brings your Service Desk into Microsoft Teams, placing support where your clients already work. Routine requests get transferred into simple conversations where your clients can type in their requests and Pia's Resolution Assistant acts instantly. Automated actions that are created by you resolve common requests and when a situation calls for human judgment, Pia’s Resolution Assistant hands the request to your technicians with full context preserved, ensuring continuity and clarity.

With SmartForms, clients can submit requests that are immediately processed through Zero‑Touch workflows. Features like AI AutoReply guide them toward the best way to have their request handled, eliminating unnecessary back‑and‑forth with the Service Desk. Engineers stay focused on complex issues that require expertise, while everything else is resolved automatically by Pia reducing noise in your Service Desk.

Click on the Engage menu link in the Partner Portal to explore:

• Pia Chat: Extend your Service Desk into Microsoft Teams, allowing clients to submit and resolve requests directly through chat.
• SmartForms: Provide clients with a structured, efficient way to submit requests that are processed instantly through automation whether embedded via Pia Chat or via a dedicated portal.