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Notify Internal Team

This action sends notifications to your internal team members via Microsoft Teams, Slack, or email. Perfect for keeping everyone informed about workflow results, important alerts, or issues that need attention.

Why is it useful?

Automating internal notifications ensures your team stays informed about important events without manual effort. No more forgetting to update stakeholders or spending time writing individual messages - everything happens automatically when workflows complete.

What It Does​

Sends Team Notifications: Automatically notifies your team about workflow results, alerts, or important updates

Multiple Communication Channels: Choose how to reach your team:

  • Microsoft Teams: Direct messages or channel notifications
  • Slack: Messages to channels or direct messages
  • Email: Traditional email notifications with optional attachments

Includes Rich Content: Can attach data files (like CSV reports) to provide detailed information

Requests Feedback: Optionally includes links for team members to provide feedback on processes

Smart Context: Automatically includes relevant ticket information when workflows are ticket-related

How It Works​

Step 1: Collect Information​

The action takes messages from previous workflow steps (like analysis results, summaries, or alerts) and prepares them for delivery.

Step 2: Add Context​

If the workflow was triggered by a ticket, it automatically adds ticket details (ID, title, company) to provide context.

Step 3: Prepare Attachments​

For email notifications, it can convert data tables from previous actions (like reports) into CSV files for easy review.

Step 4: Deliver Notifications​

Based on your chosen channel, it sends the information to the specified team members, channels, or email addresses.

Step 5: Optional Feedback​

If enabled, it includes a feedback link so recipients can provide input on the automated process.

Configuration Options​

Message Source​

Internal Messages: Takes messages from previous actions like Ticket Triage, Executive Summary, or Data Analysis

Communication Channel​

Choose how to notify your team:

  • Microsoft Teams: Send to specific users or Teams channels
  • Slack: Send to Slack channels or direct messages
  • Email: Send traditional email with optional attachments

Recipients​

Teams Users: Select team members who have the Neo Agent Teams app installed Slack Channels: Specify Slack channel IDs for notifications Email Addresses: Add email addresses for recipients

Additional Options​

Include Data Attachments: For email, attach CSV files with detailed data from previous actions Request Feedback: Add feedback links to gather input on automated processes

What You'll Get​

After the action runs, you'll see:

  • Event History: Confirmation of which notifications were sent successfully
  • Delivery Status: Details about any failed notifications and why they failed

Common Use Cases​

Report Analysis Results​

When: After a Data Analysis action creates a report Setup:

  1. Data Analysis - Generates a detailed report or table
  2. Notify Internal Team - Sends the report to managers via email with CSV attachment Result: Stakeholders receive comprehensive reports without manual effort

Alert on Critical Issues​

When: High-priority or unassigned tickets are detected Setup:

  1. Filter Tickets - Find tickets meeting specific criteria
  2. Build Message - Create alert summary
  3. Notify Internal Team - Send immediate Teams alert to support managers Result: Critical issues get immediate attention from the right people

Workflow Completion Updates​

When: Complex automated workflows complete (successfully or with issues) Setup:

  1. Any complex workflow (like L1 Engineer attempts)
  2. Notify Internal Team - Inform L2 support team about results Result: Team knows what automation accomplished and what needs manual follow-up

Quality Assurance Alerts​

When: Ticket QA scores fall below acceptable levels Setup:

  1. Ticket QA - Reviews completed tickets
  2. Conditional logic - Check if scores are below threshold
  3. Notify Internal Team - Alert quality managers Result: Quality issues get immediate management attention

Executive Summaries​

When: Scheduled reports need to go to leadership Setup:

  1. Executive Summary - Analyzes tickets from past period
  2. Notify Internal Team - Email comprehensive report to executives Result: Leadership gets regular insights into service delivery

Best Practices​

Choose the Right Channel:

  • Use Teams for immediate alerts and collaborative discussions
  • Use Slack for team coordination if that's your primary platform
  • Use Email for formal reports and detailed information

Set Up Recipients Properly:

  • For Teams: Ensure recipients have installed the Neo Agent Teams app
  • For Slack: Verify channel IDs are correct
  • For Email: Use distribution lists for groups when appropriate

Use Clear Message Sources: Make sure previous actions create clear, useful messages. Use Build Message to format complex information into readable updates.

Include Relevant Data: For email notifications with data analysis, enable CSV attachments to provide detailed information stakeholders can review.

Enable Feedback Strategically: Use feedback requests when you want input on new or modified automated processes.

Test Delivery: Verify notifications are reaching intended recipients and adjust settings if needed.

Consider Timing: For scheduled workflows, consider when notifications are sent - avoid alerting people outside business hours unless it's truly urgent.

Monitor Success: Check the Event History to ensure notifications are being delivered successfully and identify any delivery issues.

Example Workflows​

Critical Ticket Alerts​

  1. Find Entities - Locate high-priority unassigned tickets
  2. Build Message - Create alert with ticket details
  3. Notify Internal Team - Send immediate Teams message to support channel
  4. Result: Critical tickets get immediate visibility

Daily Operations Summary​

  1. Find Entities - Get all tickets from past 24 hours
  2. Executive Summary - Create overview of work completed
  3. Notify Internal Team - Email summary to operations managers
  4. Result: Daily visibility into service delivery performance

Escalation Notifications​

  1. Ticket Escalation - Identifies tickets needing escalation
  2. Build Message - Create escalation summary
  3. Notify Internal Team - Alert L2/L3 support teams via Teams
  4. Result: Escalated issues get proper attention from senior technicians

Quality Control Alerts​

  1. Ticket QA - Reviews completed tickets for quality
  2. Conditional Logic - Check if scores are below standards
  3. Notify Internal Team - Alert quality managers about issues
  4. Result: Quality problems are identified and addressed quickly

Communication Channel Setup​

Microsoft Teams​

  • Recipients must have the Neo Agent Teams app installed
  • Works with both direct messages and channel notifications
  • Supports rich formatting and interactive elements

Slack​

  • Requires proper Slack channel ID configuration
  • Works with your existing Slack workspace
  • Integrates with Slack's notification preferences

Email​

  • Works with any email address or distribution list
  • Supports CSV attachments for detailed data
  • Professional formatting for formal communications

The action automatically handles the technical details of delivery, so you can focus on ensuring the right people get the right information at the right time.