Dispatch Agent (ConnectWise)

Update Feb 10, 2025 by Andrew Feng (Product Manager)

Overview

Introducing ConnectWise Dispatch Agent v2 - zofiQ Agentic Platform 🚀 - Watch Video

The Dispatch Agent is responsible for automatically assigning ticket ownership based on board configuration, team membership, technician availability, workload, and historical context.

The agent supports three dispatching modes, allowing MSPs to control how ownership is assigned depending on operational needs. All modes share the same trigger conditions, filters, and eligibility checks. The difference lies in how assignment decisions are made and what actions are performed after assignment.

The goal is to reduce manual dispatch effort, ensure tickets are assigned to available technicians, and align ticket ownership with real scheduling capacity.

When This Agent Runs

The Dispatch Agent runs when all of the following conditions are met:

• A ticket enters a configured board

• The ticket reaches a configured trigger status

• Company filters and agent specific filters are satisfied

• SOP rules allow dispatch to proceed

The Dispatch Agent is designed to run after ticket triage is complete. This includes company, contact, agreement, urgency, and priority determination. Dispatch decisions are made only after ticket context is finalized.

Important Note
The Dispatch Agent runs once per ticket at the moment the trigger conditions are met. If dispatch is unsuccessful or no eligible technician or team is found, the agent does not automatically retry. Any follow-up assignment must be handled manually.

What This Agent Can Change

Depending on the selected dispatching mode, the agent may update:

• Ticket owner

• Ticket team

• Ticket status

• Technician calendar, by creating a static calendar entry

Dispatching Modes

The Dispatch Agent supports three dispatching modes. One mode must be selected for each agent configuration.

Configuration Options

Board and Status Filters

These settings define where and when the Dispatch Agent is allowed to run.

• Select the board where the agent should activate

• Select the ticket status that triggers dispatch

This ensures automated dispatch occurs only at the intended stage of your workflow.

Company Filters

Company based filters control which tickets are eligible for automated dispatch.

Company Filter
Select one or more company values that should trigger dispatch when present on a ticket.

Excluded Companies Filter
Select one or more company values that should never be dispatched automatically if present at the time the agent is triggered.

Dispatch Configuration SOP Upload

Some MSPs work in a "Pod" structure and assign a dedicated group of technicians to a defined set of customers rather than using a flat team structure. If your team operates this way, this configuration allows you to upload a CSV, PDF, or text document that expresses that structure explicitly.

The uploaded document may include:

• Team or pod definitions

• Technician names

• Working hours (and time zone)

• Customer name associations

The Dispatch Agent uses this information as an additional signal to guide assignment decisions, layered on top of standard ConnectWise constraints such as boards, teams, availability, and calendars.

Important Note:

The Dispatch Agent can use uploaded documents to guide dispatch behavior, but it cannot override or reinterpret how technicians, teams, and boards are configured in ConnectWise. All uploaded information must align exactly with what exists in ConnectWise for the agent to act on it.

Examples:

• Name mismatches
  If the uploaded document lists a technician as Andy Doe, but the technician is listed in ConnectWise as Andrew Doe, the Dispatch Agent will treat these as different people. The agent cannot infer aliases or name variations, and Andy Doe will not be considered for dispatch.

• Team and board mismatches
  If the uploaded document indicates that Manny Doe is part of a team and should handle tickets for a specific customer, but Manny Doe is not associated with the team assigned to the board where the ticket lands in ConnectWise, the agent will not consider Manny for dispatch. Board and team relationships defined in ConnectWise always take precedence.

In cases where uploaded configurations conflict with ConnectWise data, the Dispatch Agent will fall back to dispatching based solely on the valid ConnectWise configuration and available system signals.

SOP Configuration

An SOP input is available for additional rules and constraints.

This allows you to:

• Define specific ticket ownership assignment rules

• Add conditional logic for certain companies or scenarios

• Prevent assignment in edge cases where human review is preferred

SOPs are evaluated alongside structured configuration and provide fine grained control over agent behavior.

Interaction With Other zofiQ Agents

The Dispatch Agent runs after zofiQ's triage workflow and relies on accurate company information.

When multiple triage agents are enabled, zofiQ follows a defined orchestration order to ensure consistent outcomes. The Dispatch Agent runs after the Agreement Agent so that contacts are evaluated within the correct customer context.

At a high level, the orchestration flow is:

• Company Agent
  Identifies and confirms the correct company as early as possible to establish core ticket context.

• Urgency, Impact, and Priority Agent
  Evaluates urgency, impact, and priority early using the initial ticket content and company context.

• Board Agent
  Determines the correct board for the ticket based on classification rules and routing logic.

• Contact Agent
  Assigns or corrects the contact once company and agreement context is finalized.

• Agreement Agent
  Assigns the appropriate agreement using stabilized company and priority context.

• Dispatch Agent
  Assigns ticket ownership after all classification and contractual decisions are complete.

• Summary Line Agent
  Generates or refines the ticket summary last, incorporating all prior decisions and final context.

Visibility and Control

All Dispatch Agent decisions follow the configured filters, overwrite rules, and SOP constraints.

Every action taken by the agent is fully observable:

• All evaluation steps, decisions, and execution outcomes are recorded in the agent’s individual Workflow Logs

• Any changes applied by the agent are also reflected in the audit trail of each ticket it affects within the PSA

This provides a clear, end to end view of what the agent evaluated, what decision it made, and why, ensuring agreement assignment remains predictable, auditable, and aligned with how your organization delivers and bills for services.

If you have any other questions or concerns you can reach out to support@zofiq.ai