AI call routing that follows the ticket.
1Stream's AI identifies the caller, finds their open tickets in your PSA, and routes the call to the right tech. No phone tree required.
What is AI call routing for MSPs?
AI call routing uses AI to decide who should take a call, based on who is calling and what is already open for them, instead of making callers work through a menu. For MSPs, the useful signal is the PSA: the caller's contact record, their open tickets, and who is assigned to them.
1Stream's AI Attendant understands what the caller needs in natural language, Smart Routing sends the call to the right tech based on ticket assignment, and the ticket is loaded before the tech answers.
From first ring to the right tech.
- The AI Attendant understands the request. Callers say what they need in natural language instead of pressing through a phone tree.
- The caller is identified and verified. 1Stream matches the caller against your PSA contacts and pulls their open tickets.
- Smart Routing picks the tech. The call goes to the right person based on ticket assignment, so customers reach the tech who already knows their issue.
- The tech answers with context. The ticket is on screen before the call is picked up, and notes and time entries are logged automatically afterward.
AI routing plus the contact center controls MSPs need.
AI routing works alongside the contact center features built into the same platform, for teams that outgrow simple call queues.
Skill-based routing
Route by tech specialty, language, or tier, so the right level of support picks up.
Queue callbacks
Customers hang up but keep their place in line, and the system calls them back.
Real-time wallboards
See queue depth, wait times, and SLA performance live, with supervisor barge, whisper, and coach.
SLA tracking
Automated breach alerts and reporting across calls, chat, SMS, and Microsoft Teams.
Works inside Microsoft Teams
Teams users get skill-based routing, queues, and the AI agents directly in the Teams client.
After-hours coverage
Signal On-Call provides after-hours on-call coverage so urgent calls reach the right person.
More ways AI helps your help desk.
- AI voice agents for MSPs and IT companies: the full overview.
- AI receptionist: the AI Attendant answers during and after hours.
- AI caller verification: match callers to PSA contacts and verify by PIN.
- AI call notes and time entries: documentation posted to the ticket.
AI call routing for MSPs: common questions
What is AI call routing?
AI call routing uses AI to decide who should take a call based on who is calling and what is open for them, instead of a fixed phone menu. In 1Stream, the AI Attendant understands the request in natural language and Smart Routing sends the call to the right tech.
How does 1Stream decide which tech gets the call?
Smart Routing routes the call based on ticket assignment in your PSA, so the customer reaches the tech who already knows their issue. Skill-based routing by specialty, language, or tier is also available in the contact center.
Does it replace the phone tree?
Yes. The AI Attendant lets callers explain what they need in natural language, and routing bypasses traditional phone trees.
Which PSAs does it work with?
1Stream integrates natively with ConnectWise PSA, Autotask, HaloPSA, Kaseya BMS, Syncro, SuperOps, and more. When a call comes in, the platform queries your PSA, identifies the caller, and pulls their open tickets before the tech answers.
Does AI call routing work in Microsoft Teams?
Yes. Teams users get skill-based routing, queues, and access to all of 1Stream's AI agents directly in the Teams client.
How much time does it save?
Customers consistently report saving 6+ minutes on every call, including 2-3 minutes on caller identification and ticket lookup, plus automatic notes and time entries.
How is AI call routing priced?
Plans are priced per user, per role, month to month, with no annual lock-in. Ask the 1Stream team which plan includes Smart Routing for your setup.
Route every call to the right tech.
Book a 20-minute demo and watch a call find the caller, load the ticket, and reach the right person.