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These tools only ever run in end-user conversations — when one of your clients’ employees messages your white-label Teams bot. They never appear for dashboard or technician chat. Every one of them takes its identity (which company, which contact) from the conversation itself, resolved from the user’s Microsoft 365 account — never from anything the user or the AI types — so a user can only ever act on their own company and their own tickets. Most are switched on automatically for every end-user bot; the one that writes new tickets is opt-in so you control where those tickets land.

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Always available

These need no setup — every end-user conversation has them.
ToolWhat it does for the user
Find Documentation (End User)Answers “how do I…” questions from your knowledge base, scoped to the user’s company plus your general/shared docs. Internal-only material isn’t searched.
Get My Tickets (End User)Lists the tickets that user has open with you — their own only.
Get Ticket Details (End User)Shows the status and the customer-visible updates on one of the user’s tickets. Internal technician notes are never shown.
Add Ticket Reply (End User)Adds the user’s reply to one of their own tickets, recorded as a genuine customer response so your PSA notifies the technician (and your “customer replied” automations fire).
If a user isn’t matched to a contact record in your PSA, the read and reply tools politely decline and tell them to ask you to add them as a contact — they never fall back to a broader view.

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Opt-in: letting end users file tickets

Create Ticket (End User) lets the bot file a new ticket on the user’s behalf. Add it to your white-label chat agent’s tools and set where these tickets should land. The destination fields are mandatory — you can’t save the agent until they’re filled (your PSA won’t accept a ticket without them):
SettingNotes
Board / Queue / Ticket TypeRequired — the destination for end-user-filed tickets, per your PSA (board for ConnectWise, queue + ticket type for Autotask, ticket type for Halo).
Initial statusRequired — the status new tickets open in.
SourceOptional — the ticket source to tag these with.
The end user just describes their problem; the bot fills in the rest from these defaults and attaches the user as the contact. If the user isn’t a known contact, the ticket is still created and their name/email is recorded in the description so a technician knows who reported it — a request is never dropped.
These tools are deliberately narrow. End-user bots are an interface to you, not a way for end users to reach across your client base — anything beyond a user’s own documentation and tickets is out of scope by design. See what end users can access.