How BetterWorld Technology Eliminated Lost After-Hours Calls with Thread Voice AI

BetterWorld Technology is a nationwide MSP headquartered in Oak Brook, Illinois, providing managed IT, cybersecurity, and compliance services to organizations across 41 states. The company is a Certified B Corporation and SOC 2 Type 2 accredited, serving 50 managed customers through a service desk organized by customer tier rather than a traditional tier-one and tier-two structure.

As Jesus Alvarez, Automation and Systems Engineer at BetterWorld Technology, put it when describing how the team supports customers still adjusting to AI-driven service: "Let us help you understand it. If you don't know how to use something new, that's fine. Helping you through that is part of our service."

BetterWorld Technology wanted to stop losing contact with customers whenever a call came in and no technician was free to answer it. Before Thread's overflow agent, an unanswered after-hours or holiday call simply went unanswered. There was no ticket, no voicemail, and no record that the customer had reached out at all. At the same time, the service desk was handling ticket prioritization and escalation manually, and its escalation workflow lived in Power Automate rather than inside the PSA.

The Core Problem: BetterWorld's service desk had no way to capture a customer contact attempt when every technician was already on a call.

"We are doing all these movements in order to improve our zero-touch resolution as well," Jesus said. "We have been trying to apply all the recommendations Thread has given us."

The friction showed up in a few specific ways:

• After-hours and holiday calls went unanswered with no record created
• Escalations ran through Power Automate instead of the PSA, disconnected from ticket workflows
• Tickets required manual prioritization, categorization, and titling before troubleshooting could start
• Long-tenured technicians were slower to adopt new tools than newer hires

BetterWorld's answer was to bring both ticket automation and call handling into Thread.

Thread was deployed as BetterWorld Technology's AI layer across ConnectWise Manage, combining Assistive AI ticket triage with a Voice AI overflow agent for after-hours and holiday call coverage.

The rollout happened in stages. Assistive AI came first, handling ticket prioritization, categorization, and title assignment, along with recap generation for escalations. BetterWorld then migrated its escalation process from Power Automate to Thread Flows, building one flow per department so an escalated ticket lands directly in the right team's Teams channel.

Voice AI overflow went live in early 2026. When no technician is available to take a call, Thread answers, creates a ticket, attaches the voicemail, and logs a callback number. The ticket then auto-assigns to an available technician for follow-up.

"We're testing an Attendant AI agent as our first layer of contact," Jesus said. "It won't troubleshoot, just gather information and hand it to the right technician." That phase is still in prompt testing, with BetterWorld reviewing weekly how well the agent gathers customer details before a technician gets involved.

For other MSPs considering a similar rollout, Jesus's advice is direct: "You need to train one resource first, and let that person own it. I was the only one who knew Thread in the beginning. Now I've trained our team leads on it too."

Today, escalations at BetterWorld route automatically by department. "We migrated our escalation process from Power Automate to Thread Flows," Jesus said. "We have one flow per department, so when a ticket escalates, it goes straight to the right team's channel." Technicians no longer have to track down who owns an escalated issue. The flow already knows.

For customers, the biggest shift is after-hours coverage. "We can't afford to lose a customer's call," Jesus said. "If we do, they feel like we're not covering them. Now they at least know they'll be called back and taken care of."

Internally, adoption has been driven by one recurring habit. "Every two weeks on Fridays, I take everything new from Thread's AI Unleashed updates and walk our technicians through it," Jesus said. "We've kept that going every other Friday."

Day in the Life

It's 9 p.m. on a Tuesday and every technician is off the clock. A customer's server throws an error and they call BetterWorld's support line. No one picks up, but the call doesn't just disappear. Thread's overflow agent answers, takes down the details, and creates a ticket with the voicemail attached. The ticket auto-assigns to the technician with the lightest queue the next morning. By 8 a.m., that technician has a ticket sitting in ConnectWise with the customer's issue, contact number, and voicemail already logged, and calls the customer back before their first coffee.

BetterWorld Technology Eliminated Lost After-Hours Calls

"The benefit of the overflow agent is that we don't lose calls anymore," Jesus said. "We used to lose calls in the past. Now we have a record of every missed call and the best callback number for the customer."

That single change reshaped how the service desk handles coverage gaps. Combined with Thread Flows for escalation routing and Assistive AI for ticket triage, BetterWorld's technicians spend less time on manual sorting and more time resolving issues. Management, initially skeptical during a rocky stretch with dispatching features, has started to come around. "I never lost faith in Thread, even when management wanted to look at other options," Jesus said. "I've never been unhappy with it, and now management is starting to see the value too."

BetterWorld is also working toward improving CSAT-linked resolution metrics, a goal Jesus described as close but not yet finalized.

Did Thread reduce lost customer calls? Yes. BetterWorld's Voice AI overflow agent now answers after-hours and holiday calls that previously went unanswered, creating a ticket and logging a callback number every time.

Did Thread reduce manual work for technicians? Yes, directionally. Assistive AI now handles ticket prioritization, categorization, and titling automatically, and escalations route through Thread Flows instead of a manual Power Automate process. BetterWorld has not shared a specific hours-saved figure.

Did Thread change how escalations get handled? Yes. Escalations now route by department directly into Teams, replacing a Power Automate workflow that ran outside the PSA.

BetterWorld Technology's work with Thread started with a specific problem: calls that went unanswered simply disappeared. Solving that meant layering Voice AI overflow on top of a service desk that had already adopted Assistive AI for ticket triage and Thread Flows for escalation routing. The result is a service desk that no longer loses contact with customers after hours, technicians who spend less time on manual ticket sorting, and a team culture built around a recurring, engineer-led training habit that keeps the whole staff current as new Thread features ship.

Takeaway: BetterWorld Technology shows that MSPs using ConnectWise Manage can close after-hours coverage gaps and streamline escalation routing by deploying Thread's Assistive AI and Voice AI together, without replacing their existing PSA or retraining their team from scratch.