Connecting Level.io to the SysAid AI Agent Builder lets your IT agents act on a requester's device from inside the service record, opening a remote session or running a Level.io automation without switching to Level.io.
Level.io is a browser-based Remote Monitoring and Management (RMM) platform for Windows, macOS, and Linux devices. The AI Agent identifies the requesting user's device, shows its details, and offers the actions available for it.
Syncing your Level.io devices into SysAid Asset Management with the prebuilt Workato recipe helps the AI Agent find the right device faster, and lets you run automations on devices that are currently offline. It also keeps your Asset Management up to date with your users' laptops and PCs, and with your servers.
Available for:
Customers using SysAid Spaces
Available as an add-on to your SysAid license. Contact your account manager for details.
How it works
The integration covers two things: an AI Agent that acts on Level.io devices from inside a service record, and a prebuilt Workato recipe that syncs those devices into SysAid Asset Management. The sync is optional, but recommended: it helps make sure your Asset Management is up to date with the hardware you support.
AI Agent actions
SysAid has a predefined Level.io AI Connection and a predefined AI Agent, Level.io - Remote Manage a Device. Once you've published the connection and made the AI Agent available, Admins can run it from within a service record, either from the chatbot prompt or from the AI Agent shortcut icon.
The AI Agent identifies the correct device, shows the full device details, offers the available actions, runs the one you pick, and logs the action back to the service record.
Two kinds of actions are available by default:
Remote sessions. Remote Control and Remote Manage links for the device.
Level.io automations. Any automation you build in Level.io with a webhook trigger. SysAid picks these up automatically, and the chatbot suggests them alongside the remote session actions, so anything you add on the Level.io side becomes available in SysAid without configuring it again.
How the AI Agent identifies the device
Without the sync: the AI Agent identifies the device based on the user logged in to it. This can take longer, and you can't schedule or run a task on the device while it's offline.
With the sync: the AI Agent matches the requesting user to the assets they own in SysAid. You can then run an automation on that asset even if it's offline, and it runs as soon as the device comes back online.
Device sync into Asset Management
The Workato recipe syncs your Level.io devices into SysAid Asset Management. Each synced device populates the following fields:
Asset fields: asset name, owner, manufacturer, model, serial number, and IP address.
Additional data: the Level.io device ID, update time, online status, platform (Windows, macOS, or Linux), OS type, memory, CPU, last logged-in user, last reboot, last seen, security score, and Level.io tags.
To avoid duplicates, the sync matches each Level.io device to existing assets in SysAid in this order:
If an asset with the same Level.io device ID exists in SysAid, the sync updates that asset.
If not, and an asset with the same hostname exists, the sync updates that asset.
If neither is found, the sync creates a new asset and stores its Level.io device ID for future syncs.
Setting up the connection
You'll need an API key from Level.io. A read-only key is enough.
If you don't have a Level.io account yet, contact your account manager. For more information, see Getting Started with Level.
Step #1: Creating an API key in Level.io
In your Level.io account, go to Settings > API keys.
Click + Create API key.
In Description, enter a name that identifies this key, for example, SysAid integration.
Set the access level to Read-only.
Click Create key.
Open the 3-dot menu on the key you just created and click Copy key.
Important:
Deleting an API key in Level.io takes effect immediately and can't be undone. Update or replace the key in SysAid before deleting it in Level.io, or the connection will stop working.
Step #2: Configuring the Level.io AI Connection in SysAid
In your SysAid account, go to Settings > AI Agents > AI Agent Builder.
Search for Level.io Connection and select it.
Paste the API key in the Level.io API Key field.
Click Test.
Once you see the confirmation message, click Publish.
Your Level.io account and SysAid AI Agent Builder are now connected.
Please note:
If the test fails, please recheck the details and try again. If the issue persists, contact support.
Step #3: Making the AI Agent available to your IT agents
Once you publish the connection, the AI Agent is available only to your SysAid administrators. Control who else can use it by assigning it to datasets in the data pool:
From the left-hand navigation, select AI Agents > AI Agent Center.
Locate Level.io - Remote Manage a Device.
Click Manage access.
Select the datasets in the data pool in which the AI Agent should be available.
Permissions are inherited from the user groups and companies defined for each dataset in the data pool. To learn more about managing access to AI Agents, see AI Agent Center Overview.
Syncing Level.io devices into SysAid Asset Management
Syncing devices is optional, but recommended. When your Level.io devices are in SysAid Asset Management, the AI Agent can match the requesting user to the assets they own and run automations on devices that are currently offline.
SysAid provides a prebuilt Level.io recipe in Workato, so you don't need to build one. To start syncing, enter your Level.io API key in the recipe's connection. You can also update how often the sync runs.
To learn more about Workato integrations in SysAid, see SysAid Integrations Powered by Workato.
Next steps
You can now use the prebuilt Level.io - Remote Manage a Device AI Agent from any service record, from the chatbot prompt or the AI Agent shortcut icon.
You can also create your own AI Agent from scratch using the AI Agent Builder. To learn which API capabilities are available for Level.io, go to Level Public API.