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Notify Users

The Notify Users group of actions enables Neo Agent to communicate important updates, alerts, or messages to various stakeholders. These notifications are typically based on data and messages generated by preceding actions in a workflow, often an AI Action.

What It Does​

Notify Users actions are designed to:

  • Inform Internal Teams: Send notifications to specific technicians, managers, or entire teams via channels like Microsoft Teams or email. This can be about newly assigned tickets, escalations, or summaries of AI analysis (e.g., Notify Internal Team).
  • Communicate with End-Clients: Send updates directly to the ticket's contact. This is often achieved by creating a specific type of note or time entry in your PSA, which then triggers the PSA's native email notification system (e.g., Notify Ticket's Contact).
  • Alert Specific Ticket Roles: Notify the assigned technician (owner) of a ticket or other resources associated with it about critical information or required actions (e.g., Notify Ticket's Owner, Notify Ticket's Resource).
  • Support Custom Messaging: Utilize dynamically generated content from previous actions to create personalized and context-aware notifications.
  • Facilitate Feedback Loops: Optionally request feedback on notifications sent via Teams.

How It Works​

  • These actions take messages (often generated by a Build Message AI action or other AI analyses) and recipient information as input.
  • Notifications can be delivered through various channels:
    • Microsoft Teams: Send messages to individual users or channels. (Requires Neo Agent Teams App installation).
    • Email: Send emails directly or leverage your PSA's email capabilities.
    • PSA Notifications: Create specific ticket notes or time entries in your PSA (ConnectWise, Autotask) that are configured to trigger email notifications to the end-client or internal staff.
  • Configuration options allow you to specify recipients, channels, and message content precisely.

Setting Up End-User Notifications via PSA​

  • For Notify Ticket's Contact, Neo Agent typically creates a public-facing note or a specific time entry in your PSA.
  • It's crucial that your PSA (ConnectWise or Autotask) is configured with notification rules that send emails to end-users when such notes/time entries are created.
  • Refer to your PSA's documentation or Neo Agent's integration guides for details on setting up these notification rules. For Autotask, see Autotask - Allow Neo to send emails to ticket's contact.

Custom Instructions for Message Refinement​

All Notify Users actions now support custom instructions that allow you to refine and customize the messages before they're sent. This powerful feature uses AI to intelligently modify the content generated by previous actions according to your specific requirements.

How Custom Instructions Work​

When you enable custom instructions in a notify action:

  1. Original Message Generation: The preceding action (like Ticket Dispatch, Analyze Customer Sentiment, etc.) generates its standard message output
  2. AI-Powered Refinement: Neo Agent uses AI to rewrite the message based on your custom instructions
  3. Refined Output: The modified message is then sent through your chosen notification channel

Why Use Custom Instructions​

Different actions may generate messages with varying levels of detail that might not always be appropriate for your audience:

Example: Ticket Dispatch Reasoning​

The "Ticket Dispatch" action typically outputs detailed reasoning explaining why a specific technician was chosen, including:

  • Availability analysis
  • Skill matching details
  • Workload considerations
  • Calendar conflicts

While this detailed reasoning is valuable for audit purposes, you might want a simpler message for daily notifications.

Original Message:

Ticket #12345 has been assigned to John Smith.

Reasoning: John was selected based on the following analysis:
- Availability: John has 3 free hours today between 2-5 PM
- Skills: 95% match for "Network Issues" based on previous tickets
- Workload: Currently has 2 active tickets vs team average of 4
- Calendar: No conflicts with existing appointments

With Custom Instructions: "Remove the detailed reasoning and keep only the assignment information"

Refined Message:

Ticket #12345 has been assigned to John Smith.

Common Use Cases for Custom Instructions​

Simplify Technical Details​

  • Instruction: "Remove technical jargon and explain in simple terms"
  • Use Case: When notifying non-technical stakeholders

Add Context​

  • Instruction: "Include the customer name and brief issue description"
  • Use Case: Making messages more informative for technicians

Adjust Tone​

  • Instruction: "Make the message more urgent and actionable"
  • Use Case: For high-priority escalations

Format for Specific Channels​

  • Instruction: "Format as a bulleted list for easy reading in Teams"
  • Use Case: Optimizing messages for specific communication platforms

Configuration​

When configuring any Notify Users action, you'll find:

  • Use custom instructions: Toggle to enable message refinement
  • Custom instructions: Text field where you specify how the message should be modified
Why is it useful?

Custom instructions give you the flexibility to tailor message content for different audiences and communication channels without losing the valuable insights generated by AI actions. You get the best of both worlds: comprehensive AI analysis and audience-appropriate messaging.

tip

Use Notify Users actions to keep everyone in the loop, improve transparency, and ensure timely responses.

Neo automatically generates internal and/or user-facing messages in Smart Actions. You can use the Build Message action to customize the message content and recipients.

You can also use the Build Message action for a more granular control over the message content.

Common Notify Users Actions​

  • Notify Internal Team: Sends messages to your employees via Teams or email.
  • Notify Ticket's Contact: Informs the end-user associated with the ticket, usually by creating a note/time entry in the PSA that triggers an email.
  • Notify Ticket's Owner (Assigned Technician): Alerts the technician currently assigned to the ticket.
  • Notify Ticket's Resource: Sends notifications to any resource linked to the ticket.