SmartForms are coming to mChat — and it's the biggest upgrade to the support experience we've built.
We feel so strongly about it that from October 19th through the end of 2026, we're offering our managed IT clients a way to earn a $150 service credit on a monthly recurring service.
Haven't tried mChat yet? In this blog, we'll explore everything you should know.
SmartForms are joining mChat — and they change everything
Right now, when you need to request something specific — a new employee setup, a software install, a permissions change — there's back-and-forth involved. We ask clarifying questions. You respond. Things move, but not as fast as they should.
SmartForms eliminate that entirely. When mChat detects what you need, it surfaces a targeted form right in the conversation. You fill in exactly what's required. The automation fires. Done.
Here's what that means in practice:
- No more "can you send more details?" SmartForms collect the right information upfront — device, user, impact level, urgency — before anyone has to ask.
- Automations execute immediately. Complete, structured data goes straight to our automation engine. Common requests resolve in minutes, not hours.
- Technicians arrive fully briefed. When a human tech is needed, they already have everything — no intake call, no duplicate questions.
- Built for your most common requests. New hire onboarding, offboarding, license changes, access requests — the scenarios you hit most often, handled cleanest.
How it works:
- You describe it — send a message in mChat like you normally would
- SmartForm appears — a targeted form surfaces with only the fields that matter
- You fill it in — 30 seconds of input replaces multiple rounds of follow-up
- It gets done — automation fires, or a fully briefed tech takes over
mChat is Marco's #1 recommended support channel. Even before SmartForms arrive, mChat delivers faster triage, real-time updates, and the cleanest support experience we offer. Start your requests here — and when SmartForms launch, you'll already be in the right place.
What mChat already does for you
mChat is Marco's AI-powered support interface available in Microsoft Teams, the desktop app, and the portal. Every message you send is triaged immediately by AI — context understood, priority assigned, and in many cases, the issue resolved automatically without a technician ever needing to step in.
- Instant AI triage, 24/7 — every request acknowledged and prioritized immediately, including nights and weekends. Common issues often resolved before a tech gets involved.
- 60+ automations on demand — password resets, account unlocks, license changes, software installs — executable directly from a chat message, in minutes.
- Real-time status updates — you're kept informed as your request moves forward. No need to call and check — mChat tells you what's happening.
- Seamless technician handoff — when a human tech steps in, they're fully briefed. No re-explaining context, no duplicate questions — just fast, informed help.
Frequently asked questions
Here's what you need to know about mChat, SmartForms, and our current contest.
What is mChat?
mChat is Marco's AI-powered support interface, available right inside Microsoft Teams, the desktop app, and the Insights Cloud Portal. Every message you send is triaged immediately by AI — context understood, priority assigned, and in many cases, the issue resolved automatically without a technician ever needing to step in.
What is SmartForms, and what does it change?
When mChat detects what you need, it identifies the appropriate form. You fill in exactly what's required — device, user, impact level, urgency — and the automation fires immediately. Common requests like new hire onboarding, offboarding, license changes, and access requests resolve in minutes!
How do I access mChat?
Open mChat in Microsoft Teams, the desktop app, or the Insights Cloud Portal, and send a message like you normally would. mChat is already Marco's number one recommended support channel, and starting now means you'll be ready to use SmartForms the moment it arrives.
What's the mChat contest, and who can enter?
The contest is open to all Managed IT clients, with access going to each company's designated approver or contact. It launches October 19 and runs through the end of the year. Eligible clients can earn a one-time $150 service credit toward their monthly recurring services.
How do I qualify?
Your goal is based on your company’s own mChat use today:
- New to mChat: Submit 5 mChat tickets
- Lower ticket volume: Reach a set number of mChat tickets, sized to your company’s ticket volume
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Higher ticket volume: Grow your share of tickets sent through mChat by 10 percentage points
How and when is the credit applied?
As soon as you hit your goal and maintain it for two weeks, a $150 credit will be applied to your next monthly invoice.
Get started now
Start using mChat today so you're ready to take full advantage of SmartForms the moment they arrive. Open it in Microsoft Teams, the desktop app, or the Insights Cloud Portal and see what's already possible.
