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Build Message

The "Build Message" action uses AI to write custom messages based on ticket details and your specific instructions. It's perfect for creating notifications, updates, or automated responses that sound natural and include relevant ticket information.

Why is it useful?

Instead of sending generic template messages, Neo Agent can craft personalized communications that reference specific ticket details, making your automated messages feel human-written. Plus, this action doesn't consume any credits!

Quick Start​

Here's how to get started with building custom messages:

  1. Add the "Build Message" action to any workflow
  2. Write clear instructions about what kind of message you want. For example:
    • "Create a friendly update for the customer about their ticket status"
    • "Write a brief internal summary of what was done on this ticket"
    • "Generate a polite message asking for more information"
  3. Choose whether the message is for internal use or customer-facing
  4. Use the generated message with a notification action (like "Notify Ticket's Contact" or "Add Ticket Note")

That's it! Neo Agent will analyze the ticket and create appropriate messages based on your instructions.

Best Practices​

Start Simple​

Begin with straightforward instructions like "Create a polite status update for the customer" and see what Neo generates. You can always make your instructions more specific once you see the results.

Be Specific About What to Include​

The clearer your instructions, the better the messages. Here are some examples you can use:

Create a friendly update about the ticket progress
- Mention the ticket number and current status
- Keep it brief and professional
- Don't include any technical jargon

Choose the Right Message Type​

  • Select "Customer Facing" when the message will be sent to clients
  • Select "Internal" when the message is for your team or internal notes

Use Follow-up Actions​

Remember that Build Message just creates the text - you need to add another action to actually send or save it:

Test Your Messages​

Always test your workflow with a few sample tickets to ensure the messages are being generated as expected. Check the Event History to see the actual messages created.